FAQ
Questions, answered plainly. Can't find yours? Email hello@hearthfeltpaws.com — a real person replies within 24 hours.
Likeness
How do you make sure it looks like my pet?
We work only from your photos and keep them beside the piece at every stage. You receive progress photos while we make it and can ask for up to 2 free revisions — face, markings, colours or pose. Before shipping we send photos of the finished piece for your approval. If, after your 2 free revisions, it still doesn't feel like your pet, we refund you in full and you don't need to send anything back.
What photos work best?
3–6 photos in daylight, no filters: face straight on at eye level, both sides, the back, and close-ups of any special markings. One photo that shows their personality helps too.
Ordering & payment
How do I pay?
You pay the full price at checkout with PayPal (or a card through PayPal). There is no second payment and nothing to pay on delivery.
Why full payment up front?
It keeps things simple: one payment, and your slot is reserved straight away. We take only a limited number of commissions each month. You are covered by our refund promise until you approve the finished piece.
Can I cancel?
Before we start felting: full refund. After that, the likeness promise above applies.
Timing
How long does it take?
Most pieces are made in 4–6 weeks after we confirm your photos. Delivery usually adds about 1–2 weeks (estimate, to be confirmed with our carrier). We give you a ship date within 24 hours of ordering.
Shipping & duties
Do you ship worldwide?
Our prices include tracked shipping and import duties to the United States and the United Kingdom. For any other country, please contact us before ordering and we will tell you whether we can deliver and what it would cost.
Will I pay customs or import taxes?
No, for the US and UK. Our prices are Delivered Duty Paid (DDP): we pay duties and import taxes so nothing is due at your door.
It arrived damaged.
Send us a photo and we will remake it free of charge.
Care & materials
Is it really handmade?
Yes. Every piece is needle-felted by hand from wool over a wire frame. We never use 3D printing or resin, and each order comes with its own process clip.
How do I look after it?
Keep it out of direct sun and damp. Dust gently with a soft brush. It's a keepsake, not a toy.