Frequently Asked Questions
Find answers to common questions
Shipping & Delivery
Shipping cost is calculated at checkout based on your location and parcel size. The final price is shown before payment.
Yes, we offer international shipping. Delivery time and cost depend on the destination country.
Ready-made items are shipped within 1–2 business days. Custom orders may require additional time depending on complexity.
Delivery time depends on your location. Local orders usually arrive within a few business days, while international shipping may take longer.
We work with reliable postal and courier services depending on your country and delivery type.
You will receive a confirmation email with tracking information once your order is dispatched.
If your order has not been shipped yet, please contact us as soon as possible and we will do our best to update the address.
If both orders have not been shipped yet, contact us and we will try to combine them to reduce shipping costs.
Please contact us. We will check the tracking status and assist you in resolving the issue with the carrier.
If a package is returned due to an incorrect address or not being collected, we can resend it. Additional shipping costs may apply.
Returns & Refunds
Yes, returns are accepted within 14 days of delivery for unused items in their original condition and packaging.
Custom and personalized items cannot be returned unless they arrive damaged or defective.
Please contact us with your order number and reason for return. We will provide the return instructions.
Return shipping costs are the responsibility of the customer unless the item arrived damaged or incorrect.
Refunds are processed after we receive and inspect the returned item. The amount will be sent back to the original payment method.
Please contact us within 48 hours of delivery and include clear photos of the damage. We will resolve the issue as quickly as possible.
If you received an incorrect item, contact us and we will arrange a replacement or refund.
Exchanges are possible depending on availability. Please contact us to discuss the options.
Custom Orders
Yes, we accept custom orders. You can request changes in color, size, or details.
You can contact us directly through the website or via Instagram to discuss your idea. We create both original characters and custom pet portraits. Let’s talk about your vision and bring it to life. ✨
Production time depends on complexity. We will confirm the timeline before starting.
Yes, custom orders require prepayment before production begins.
Products
Yes, every piece is carefully handmade in our studio. Slight variations make each item unique.
Since each piece is handmade, small differences in shape or color may occur.
We use natural wool, quality beads, durable threads, and carefully selected hardware.
Our items are made from safe materials, but products with small details should be used under supervision.
In many cases, yes. Please contact us to discuss customization options.
Some items are limited edition, but many can be remade upon request.
With proper care, our products are durable and designed to last for years.
Yes, they make meaningful handmade gifts. Gift packaging can be added upon request.
Wholesale or bulk orders may be available. Please contact us for details.
Care instructions depend on the item type. You can find specific guidance in the Materials & Care section.
Payment
We accept major credit and debit cards, as well as other secure payment methods available at checkout.
Yes, all payments are processed through secure, encrypted systems to protect your information.
Payment is charged immediately after your order is confirmed.
Custom orders require full prepayment before production begins.
Yes, you will receive a confirmation email with your order details after payment.
Prices are displayed in the currency shown on the website. Your bank may apply conversion fees if paying in a different currency.
Payments may be declined due to insufficient funds, bank restrictions, or incorrect details. Please contact your bank or try another method.
If your order has not been processed yet, please contact us as soon as possible and we will do our best to assist.
Materials & Care
We use natural sheep wool and alpaca wool, Czech glass beads, and carefully selected Japanese and Ukrainian materials. Every component is chosen for quality, durability, and beauty, ensuring each piece is made to last.
Our wool sculptures are made from 100% natural wool. If the surface becomes slightly fluffy over time, you can carefully trim it using small scissors or a fabric shaver. Do not soak or wash the sculpture - water can cause it to lose its shape.
If the piece becomes dusty or lightly dirty, gently wipe it with a soft cloth. Sculptures can also be lightly brushed with a soft toothbrush or an eyebrow brush to refresh the fibers.
Coasters and cat beds are made using the wet felting technique, which makes them more durable and washable.
To clean, soak the item in warm soapy water and gently rub the stained areas.
Rinse carefully, reshape while damp, and let it air dry naturally.
Do not machine wash or tumble dry.
Avoid contact with water, perfume, cosmetics, and hairspray.
Remove jewelry before showering, swimming, or exercising.
Do not expose it to direct sunlight for long periods, as this may cause colors to fade over time.
Store in a dry place, preferably separately from other jewelry to prevent scratching or tangling.
If needed, gently wipe with a soft dry cloth after wearing.
With proper care, Czech glass beads will keep their color and shine for many years.
Yes, wool sculptures come with a lifetime repair promise.
If something happens to your sculpture, even years later (5, 10, or more), you can contact us and send it back for repair. We will carefully restore it whenever possible.
Please note that this guarantee applies only to wool sculptures. Other product categories are not covered under the lifetime repair policy.
Wool is a natural material, so moths may be attracted to it if stored improperly.
Avoid long-term storage in dark or humid areas.
Use natural repellents such as lavender or cedar.
As an extra preventive measure, you can place the sculpture in the freezer for 24 hours once per season. This helps prevent any unwanted insects from settling in.
With proper care, your wool piece will remain safe and beautiful for many years.