Last updated: 22 September 2026
Three separate waits
Most disappointment in custom work comes from three different clocks being described as one number. We quote them separately, and we confirm each in writing before you pay.
- Queue — how long until your piece reaches the bench. Confirmed when we accept your commission; currently 2–3 weeks after we approve your photos.
- Making — time on the bench for your chosen format: six to fourteen weeks, because every piece is sculpted, felted, painted or engraved by hand. Shown on each product page.
- Shipping — transit after dispatch. See below.
Dispatch and transit
- Standard shipping: typically 10–15 business days in transit after dispatch.
- Expedited shipping: available to some destinations at checkout; typically within 7 business days after dispatch.
- Dispatch happens only after you have approved the finished piece, so an approval delay moves the dispatch date.
Shipping cost is calculated at checkout by destination and weight. Tracking is emailed when the parcel leaves us.
Duties, taxes and customs
Import duties, VAT and customs charges are the recipient’s responsibility and are not included in the item price or the shipping cost. We declare parcels accurately and cannot mark an order as a gift or understate its value.
Please make sure the delivery address and any customs information you give us are correct. We cannot refund an order that is undeliverable or destroyed because the address or customs details were wrong.
If a parcel is late or lost
Transit estimates are estimates. If tracking has not moved for an unusual period, contact us and we will open a case with the carrier. A parcel confirmed lost in transit is remade or refunded at our discretion and our cost.
Making time
Everything we make is made by hand, and hand work takes time. Dispatch is typically six to fourteen weeks after we accept your commission, depending on the piece and the queue. We give you an expected date when we accept the order, and we thank you for your patience — it is what makes the finished piece worth waiting for.
Changes before dispatch
Before your piece ships we send you photographs of it. Two rounds of changes are free; from the third round onward, further changes are charged by the time they take or agreed with you case by case. Nothing ships until you have approved it.
