Custom charms take about 15 days to make before dispatch. Portraits get an artwork preview within 24 hours and ship within 48 hours if no changes are needed. Wardrobe pieces are prepared in 3–4 days.

For US addresses, order custom charms by Nov 18, portraits by Dec 1 and wardrobe pieces by Dec 3 for Christmas delivery. Dates are estimates, not guarantees, and each adjustment to a custom piece moves its dispatch date back. For other destinations, contact us before ordering.

Shipping is free worldwide. Transit to the US takes about 14 days after dispatch, and US orders include sales tax and import charges. For other countries, contact us before ordering for an estimate.

Unused wardrobe pieces can be returned or exchanged within 30 days of delivery. Non-custom keepsakes can be returned within 7 days. Custom-made pieces can’t be cancelled, returned or refunded, except where the law requires it.

Every wardrobe piece has a size chart under “Find the right fit”, in centimeters or inches. If your pet is between sizes, message us before ordering.

Email us with your order reference and a photo so we can review the issue. Your rights under applicable law remain unaffected.