Last updated: 23 September 2026
The short version
Every PetMemory piece is made to order for one pet, from one customer’s own
photographs. It cannot be resold, reused or returned to stock, and the work — the
modelling, the hand-felting, the painting, the engraving — is done specifically for
you and cannot be recovered. For that reason a commission is not
refundable once payment has been taken.
What you get in return is control over the result. Before anything ships we show
you the finished piece in photographs and we change whatever you would like changed
— two rounds of revisions are free of charge. Your piece leaves the
studio only when you have told us you are happy with it.
How an order runs
- You place the order and pay. Your commission enters our
queue and production begins. - We make your piece from the photographs and details you sent.
- We photograph it and send you the pictures. You look it over
properly. - Two rounds of changes, free. If something is not right, tell
us and we adjust it. From the third round onward, further changes are charged by
the time they take, or agreed with you case by case. - You approve it, and only then do we ship. Nothing is packed
until you say yes.
How long it takes
Making a piece properly takes time. Depending on the format and the queue, dispatch is typically six to fourteen weeks from the moment we accept your commission. Nothing about that is padding: every piece is sculpted, felted, painted or engraved by hand, and the work cannot be hurried without it showing. We give you your expected date when we accept the order, and we thank you in advance for your patience — it is what makes the finished piece worth waiting for.
Why we cannot refund a commission
A finished commission carries the likeness of your pet, and only your pet. It is
not a product we can put back on a shelf or sell to somebody else, and the hours that
went into it cannot be undone. Every commission occupies a place in the queue, which
means refunding one takes work away from a customer who is waiting.
This is why we are careful before production starts, and why the approval stage
exists: you are never asked to accept something you have not seen.
What we will always do
- Show you the piece before it ships, in clear photographs, and
change it until you are satisfied. The first two rounds are free; from the third
round onward, further changes are charged by the time they take. - Fix a genuine fault. If a piece arrives damaged, if it is not
what the photographs showed, or if we have made an error, that is ours to put
right — repair, remake or refund, whichever is appropriate. - Tell you honestly if your photographs will not work, before
you pay, rather than taking the order and disappointing you later. - Answer you personally. If anything about an order is not
clear, write to us and a person will answer.
Faults and damage
A genuine fault is our responsibility, not yours. If your piece arrives damaged,
or is not as the approved photographs showed it, contact us within 14 days of
delivery with photographs of what arrived. We will repair or remake it, or refund it,
at our cost. Please keep the packaging until the piece has been checked.
Damage in transit is covered — our shipping is insured. The only thing we ask is
that you tell us promptly so we can act on it.
Before you order
Because a commission cannot be cancelled once payment is taken, please make sure
of these before you order:
- That the photographs you are sending are the ones you want us to work from.
You can add or change them from your account until we begin. - That the size and format you have chosen is the one you want. If you are
unsure, message us first — we would rather help you choose than have you
reconsider afterwards. - That you have allowed the making time. Each product page states its lead
time, and we confirm the exact date when we accept your order.
Questions
If anything here is unclear, or you simply want to talk through an order before
placing it, write to us. We answer every message ourselves.
