Shipping & delivery

Where we ship from

All orders are painted and packed in our studio and dispatched from China. We ship worldwide using tracked services. Because every set is made after you order, the time between checkout and delivery has two parts: production time and transit time.

Production time

Production time is shown on each product page and is also written on your order confirmation. Standard sets take 1–3 business days. Custom pet portrait sets and keepsake sets take 7–14 business days, because they are painted to order and require your approval of a digital proof before painting starts. Days when we are waiting for your photo or your proof approval do not count towards production time.

Transit time

• United States & Canada: 7–14 business days after dispatch
• United Kingdom & European Union: 7–16 business days after dispatch
• Australia & New Zealand: 8–16 business days after dispatch
• Southeast Asia: 5–10 business days after dispatch
• Rest of world: 10–21 business days after dispatch

These are typical transit times, not guarantees. Customs clearance, public holidays, severe weather and postal disruptions can add several days. If your parcel has not arrived within 30 days of dispatch, contact us and we will open a trace with the carrier.

Tracking

Every order ships with a tracking number, sent to the email address you used at checkout. If you do not receive a tracking number within the production window shown on the product page, email us and we will check the status for you.

Customs, duties and import taxes

Orders are shipped DDU (delivered duty unpaid). Import duties, VAT, and any customs handling fees charged by your country are the buyer's responsibility and are not included in the price or the shipping cost. We declare parcels accurately at their real value; we cannot mark an order as a gift or understate its value, as this would be illegal.

If a parcel is refused at customs or returned to us because duties were not paid, we will refund the item price once the parcel arrives back with us, less the original shipping cost.

Incorrect addresses

Please check your shipping address carefully at checkout. If you notice a mistake, email us within 24 hours and we will correct it before dispatch. Once a parcel has been dispatched we cannot change the address. If a parcel is returned to us as undeliverable due to an incorrect or incomplete address, we will contact you to arrange redelivery at your cost.

Damaged parcels

If your parcel arrives damaged, photograph the outer packaging and the contents before opening the inner wrapping, and email the photos to hello@your-domain.com within 7 days of delivery. We will replace damaged items at our cost.