Refund policy

Every Felted & Loved piece is made for one customer, from one photo. It cannot be resold, so personalised items cannot be returned simply because you changed your mind — but that does not mean you are on your own if something goes wrong.

The short version: if we made a mistake, we fix it at our cost. If the piece was damaged on the way to you, we replace it. If you approved the artwork and later changed your mind, we'll talk it through.

1. When we remake or refund at our cost

We will remake the piece, repair it, or refund you in full if:

  • The portrait shows the wrong pet, or a different pet's features;
  • The main colours, placement or product differ from the artwork you approved;
  • The item arrives with a defect — for example loose or detached felting, broken stitching, or damage that is not caused by the carrier;
  • The item was damaged or lost in transit;
  • The item does not match the size or product description on our website.

In these cases we cover the cost of the remake and the shipping. Please contact us within 14 days of delivery with your order number and clear photos of the issue.

2. When we will work with you, case by case

  • "It doesn't look enough like my pet." — Portrait work is interpretive, and we ask you to approve the artwork before production for exactly this reason. If you're unhappy, send us photos and we'll review it honestly. If the piece is clearly off compared with your approved artwork, we treat it as our mistake.
  • The fur texture differs from the preview. — Hand-felting always produces small variations in texture and shading. This is a natural characteristic of handwork and not a defect, but we'll always discuss it with you.
  • Colour looks different on your screen. — Screen colours vary. We're happy to send real-world photos of wool colours before production if you ask.

3. What is not covered

  • Change of mind after artwork approval and production start;
  • Customer-entered details that were approved by you in the artwork preview (for example a misspelled name) — although we can often offer a remake at a reduced price;
  • Normal wear, including the light surface fuzzing that wool felting develops with use;
  • Damage from washing against our care instructions (machine washing or tumble drying a felted piece);
  • Damage after delivery that is not a manufacturing or transit issue.

4. Cancellations and changes before production

You can change or cancel your order at any time before you approve the artwork, and we will refund you in full. Once artwork is approved and production has started, the piece is being made specifically for you and the order can no longer be cancelled.

5. If you don't approve the artwork

If you are not happy with the design, we'll revise it once at no charge. If we still can't agree on a direction, you can cancel before production starts and we will refund you in full.

6. How to start a claim

  1. Email hello@feltedandloved.com with your order number;
  2. Describe the problem and attach two or three clear photos;
  3. We'll reply with a decision — usually within 2 business days — and tell you exactly what happens next.

7. Refund timing

Approved refunds are issued to your original payment method. Once we issue the refund, your bank or payment provider typically takes 5–10 business days to show it on your statement. We'll email you when the refund leaves our side.

8. Your statutory rights

Nothing in this policy limits any rights you have under applicable consumer protection law. Personalised and made-to-order items are treated differently from standard goods in many jurisdictions, but where a piece is faulty, misdescribed, or not made as agreed, you remain protected — and we intend to honour that regardless.

9. Contact

Questions before you order? Email hello@feltedandloved.com — we'd rather answer a question up front than fix a problem later.