Refund & Custom Order Policy

Personalized orders

Each Warm Felt Studio portrait is handmade to your specifications from the reference photos you provide. Because personalized goods cannot be resold, we do not accept returns or exchanges for change of mind, incorrect size selection, or preference changes after production begins, to the extent permitted by applicable law.

Cancellations

You may request cancellation within 24 hours of placing the order if production has not started. Once your photos have been approved or making has begun, the order cannot be cancelled.

Photo approval and handmade variation

Please upload clear reference photos and review our questions carefully. We may ask for additional images before production. Reasonable handmade variation in colour, expression, proportions and fibre texture is part of the character of a commissioned wool-felt artwork and is not considered a defect.

Damaged, incorrect or defective orders

If your order arrives damaged, incorrect or with a workmanship issue, email warmfeltstudio@gmail.com within 7 days of delivery. Include your order number, clear photos of the item and packaging, and a description of the issue. After review, we will offer the appropriate remedy, which may be repair, remake, replacement or refund.

Authorized returns only

Do not send an item back without written authorization. If a return is approved, we will provide the return instructions. Unauthorized returns may not be accepted.

Refund timing

Approved refunds are issued to the original payment method. Your bank or payment provider may require additional processing time after Shopify confirms the refund.

This policy does not limit rights that cannot be excluded under the consumer laws that apply to your purchase.