Frequently asked questions

Each piece is prepared within up to 3 calendar days. Standard transit is estimated at 8–10 calendar days after dispatch, for a total estimate of 11–13 calendar days from order placement.

Standard shipping is USD 15 for one item. It is included when you choose 2 or more items, with no separate standard-shipping fee at checkout.

Duties, import taxes, customs fees and any local charges imposed by the destination are not included in the order total and are paid by the recipient.

When carrier tracking is available, we send it in the dispatch email. You can also find it in My account → My orders.

Contact us as soon as possible. Once preparation or dispatch has started, we will try to arrange a change where possible, but it cannot be guaranteed.

Contact the carrier shown in your tracking email and submit a claim directly. A confirmed carrier loss is handled through the carrier claim. If the carrier declines the claim, we review the circumstances on a case-by-case basis.

Wait 1–2 days, as carrier tracking can update before the parcel arrives. If it is still missing, email us with your order number and tracking details; we will provide the available documentation for your carrier claim, which you must submit directly.

Payment is processed securely through Stripe using the payment methods shown at checkout. We do not receive or store your full card details.

For a paid order, contact us within 4 hours of placing it. If preparation has not started, we can cancel the order and issue a full refund to the original payment method.

Email us as soon as possible with your order number and the requested colour, size or delivery-address change. We can make a change only if preparation has not started; after that, we will try to help where possible but cannot guarantee it.

We aim to show every piece accurately. Colours can appear differently across screens, and handmade details may have small natural variations in colour, size or placement.

Our limited-time opening offer includes standard shipping with 2 items. With 3 or more items, 10% is automatically applied at checkout and standard shipping is included.

Only one discount may apply per order. Discounts cannot be combined. If a discount code provides a higher discount than the opening offer, the higher discount applies.

Email us within 14 calendar days of confirmed delivery. Please wait for written instructions before sending an item back.

Standard returns and size exchanges are currently available only for orders delivered in the United States. This restriction does not apply to an item confirmed as damaged, defective or incorrect.

A pet carrier that meets the return conditions is eligible for store credit equal to the amount paid for that carrier, not a cash refund.

Store credit issued for a size-unavailable exchange or a pet carrier, equal to the amount paid for the applicable item, expires 12 months after issue. It may only be redeemed for a gift or a discount code, cannot be used toward shipping and is not transferable.

Items must be unused, unworn, unwashed and returned with their original packaging and all original tags attached. A careful indoor fitting is welcome.

Opening-offer items are not eligible for a refund, but may be exchanged for size within 14 calendar days of confirmed delivery, subject to availability and the return-condition requirements. If the requested size is unavailable, we issue store credit equal to the amount paid for that item. It may only be redeemed for a gift or a discount code, and cannot be used toward shipping. Store credit expires 12 months after it is issued. This restriction does not apply to an item confirmed as damaged, defective or incorrect.

For a standard return or size exchange, the customer pays return postage and the outbound shipping cost for a replacement item. After approval, you may use a trackable shipping method of your choice and the return address we provide. If an item is confirmed as damaged, defective or incorrect, we provide a prepaid return label and then arrange the available resolution.

After an approved return is received and inspected, we initiate a refund of the amount paid for the item within 7 calendar days to the original payment method. The original shipping charge is not refundable. Your payment provider may take additional time to post it.

If a parcel is refused, not collected, or returned because required local duties or charges were not paid or the delivery address was incorrect, we issue the product refund after it reaches us. The actual outbound and return shipping costs are deducted from the refund.