Four steps. You are asked at each one.
Send a photo
Please use photos you already have. For an urn, one clear photo of their face is enough to begin. For a felted portrait or a printed figure, send a few more: clear photos from the front, both sides and above, plus one face photo in daylight and one with a coin or your hand beside them for scale. Phone photos are fine. Add their name, and dates if you want them. If you're unsure, send what you have and we'll confirm which photos we'll use before we start.
Confirm size and details
Urns and printed figures: within 2 business days of your order (Monday to Friday, China Standard Time, not counting Chinese public holidays), we email you to confirm your reference photos and size. If everything is in hand, that email includes your ship date. If we still need a photo or a detail, we send the date once we have it. That date is the day it ships, not the day it arrives. We start only after you approve the date. If you decline it, we refund you in full. Felted portraits: request a date first; nothing is charged until you approve the date, and we start only after you approve the date.
Made by hand
Our partner workshops in China make each piece to order, from the photos and details you confirmed. Before it ships, we check it and send you a photo of the finished piece.
Delivered
Tracked to your door. Import duties and taxes are included in the price and paid before the parcel arrives, so there is no customs bill at the door, wherever you are. Every piece is made to order. Felted portraits: request a date first; nothing is charged until you approve the date. For urns and printed figures, within 2 business days of your order we email you to confirm your reference photos and size, and then give you a ship date. That date is the day it ships, not the day it arrives.
If it is not them
What if the finished piece does not look like them?
Urns and printed figures: if it doesn't look like them, tell us within 7 days of receiving it, with photos. We make it again once, free, working from the reference photos you confirmed. You keep the first piece. If the remade piece still doesn't look like them, we refund you as described in our refund policy. Felted pieces: before your piece ships, we email you photos of it. Reply "Yes, ship this piece." to approve. If it isn't right, we rework or remake it free, up to three times, and refund you in full if it still isn't right after the third. Once you approve and we ship, we don't remake or refund because it doesn't look like them. See our refund policy for damage, loss and details.
What if the remade piece still does not look like them?
For urns and printed figures: we send you a prepaid return label. Return the remade piece within 14 days of receiving our prepaid label, and we refund you in full to your original payment method within 5 business days of receiving it back. Please remove any ashes before returning an urn. You keep the first piece. We do not make a third piece.
What if it arrives damaged?
If it arrives damaged, send photos that show the damage to the piece and, if you still have it, the packaging, within 48 hours of receiving it, and we make it again and ship it at no cost. You do not need to send it back. If it is safe to do so, please keep the piece and packaging for 30 days in case the carrier asks to see them. You do not need to wait for that before we make it again.
Can I cancel?
For urns and printed figures, you can cancel for a full refund at any time until you approve the ship date. We start only after you approve the date. If you decline it, we refund you in full. For felted portraits, you request a date first, and nothing is charged until you approve the date.
If you are not ready to order, write to us anyway.
There is no hurry here. Message us on WhatsApp or write below.