Shipping policy
Every piece is made after you order it, one at a time, by hand. This page explains exactly how long that takes, what shipping costs, and what to expect on your doorstep.
1. Production time: 2–3 weeks
From the moment you approve your artwork, production takes 2–3 weeks. That covers:
- Digitising and preparing the embroidery file;
- Machine embroidery of the portrait base;
- Hand needle-felting of the fur, shading and detail;
- Quality check, photography and packing.
2. Artwork approval: please reply within 48 hours
Production does not start until you approve the artwork. If we don't hear back within 48 hours, your estimated ship date moves by the same number of days. We'll always send a reminder before that happens.
3. Where we ship
We currently ship to the United States. We're working on Canada and the UK next — join our waitlist and we'll tell you when your country opens.
4. Shipping cost
- Free shipping on US orders over $150;
- Orders below $150 are charged at checkout, based on your delivery address.
5. Delivery time after dispatch
Once your piece leaves our workshop, delivery usually takes 7–15 business days, depending on your location and the time of year. Holiday periods and severe weather can extend this — we'll always flag it on your order page if we expect delays.
All shipments are trackable, and we'll email your tracking number as soon as your parcel is on its way.
6. Duties and import charges
Import duties and taxes on US orders are handled by us — you will not be asked to pay an extra fee when your parcel arrives.
7. Packaging
Your piece arrives in gift-ready packaging, protected so the felted portrait is not crushed in transit. Each order includes a care card explaining how to look after the wool.
8. Lost, delayed or damaged parcels
- Delayed: if tracking hasn't moved for 10 business days, contact us and we'll investigate with the carrier;
- Lost: if a parcel is confirmed lost, we will remake and reship your piece at our cost;
- Damaged: send us photos within 14 days of delivery and we'll arrange a remake. See Returns & Remakes.
9. Address accuracy
Please double-check your shipping address at checkout. If you notice a mistake, email us immediately — if the parcel hasn't shipped we can still change it. Once a parcel is in transit, address changes depend on the carrier and may not be possible.
10. Seasonal notice
Our busiest period runs from late November through December. Production slots are limited because everything is made by hand, and we publish a clear order-by date for holiday delivery. Orders placed after that date are delivered after the holidays — we'll always tell you honestly rather than promise a date we can't keep.
11. Questions
Email hello@feltedandloved.com and we'll get back to you within one business day.