Refund Policy
Everything we make is custom, which shapes this policy. What we will always do is make it right.
Last updated
Cancelling a custom order
- Within 24 hours of ordering, before work begins: full refund
- After work has begun but before the draft photo: 50% of the deposit is refundable
- After you approve the draft photo: the deposit is non-refundable, as the materials and studio time are already committed
If it does not look like your pet
This is what the draft photo stage is for, and adjustments there are free. If the finished piece still is not right when it arrives, contact us within 14 days with photos and we will rework it at our cost, including return shipping.
If a rework still does not satisfy you, we refund the full amount you have paid once the piece is returned to the studio.
Damaged in transit
Send photos of the outer packaging and the item within 7 days of delivery. We repair or remake it free of charge and cover all shipping.
Ready-made items
Felting kits and non-personalised stock items can be returned within 30 days in unopened, resalable condition for a full refund less the original shipping cost. Opened kits cannot be returned for hygiene and safety reasons, as they contain sharp needles.
How refunds are issued
Refunds are returned through PayPal to the original payment method within 5–10 business days of approval. We will email you when the refund is issued.
Still have a question?
Email hello@felted-pet.com — a real person replies within one business day.