Help and policies

One clear, front-facing photo in good light is the minimum. A side view and any photo showing distinctive markings help a lot. Older, faded or scanned photos are fine — send what you have and we will tell you honestly what can be reproduced.

Every piece is made by hand, and hand work takes time. Making is typically <strong>six to fourteen weeks</strong> from the moment we accept your commission, and shipping then adds 10–15 business days for standard service. We give you your expected date when we accept the order and keep you posted at each stage, so you always know which wait you are in.

That is precisely what the work is for, and it is why you see the piece before it ships. Every piece is modelled and shaped by hand from your own photographs, we send you images of the finished result, and two rounds of changes are free if anything is not right. Nothing leaves the studio until you have told us you are happy with it.

Before making starts, usually yes. Once the piece is on the bench the main angle is fixed, because the whole form is built around it. Tell us early if you are unsure which photo to use.

Yes. We photograph the finished piece and send you the images, and <strong>two rounds of changes are free</strong>. From the third round onward, further changes are charged by the time they take, or agreed with you case by case. Nothing is dispatched until you have approved it. A change of design — a different pose, a different pet, a different size — is a new commission and is re-quoted.

In many cases yes. Contact us before ordering and we will confirm the current process and the mailing address. Fur is incorporated before making begins, so it must arrive first.

Shipping is calculated at checkout by destination. Import duties and taxes are the recipient's responsibility and are not included in the item price or shipping cost.

Photograph the packaging and the piece and contact us straight away. Because every order is made specifically for you, custom pieces are not returnable for a change of mind — but a genuine production fault or transit damage is our problem to resolve, not yours.