Terms of service
These terms apply when you use the Felted & Loved website, send us a photo, or place an order. By using the site, you agree to them. We've written them to be readable — if anything is unclear, ask us before you order.
1. About us
Felted & Loved is the trade name of Haining Haizhou Maoxu General Merchandise Firm (海宁市海洲街道毛序日用百货商行), an individual business registered in Zhejiang, China. We design, hand-make and ship personalised wool accessories.
Business address (经营场所): Rooms 301–302 & 3-061, Changhai E-Innovation Center, No. 275 Haining Avenue, Haizhou Subdistrict, Haining, Jiaxing, Zhejiang 314400, China
Unified Social Credit Code: 92330481MAKP76YW9Q
Email: hello@feltedandloved.com
Phone / WhatsApp: +86 158 6833 5203
2. Products and prices
- All prices are in US dollars and include the cost of personalisation described on the product page;
- Because each piece is made to order, the final piece will vary slightly from any sample image, including in felt texture and shading;
- We may change prices and product availability at any time, but changes never affect an order you have already placed;
- Where a price or description contains an obvious error, we may cancel and refund the order rather than fulfil it.
3. Orders
Your order is an offer to buy. It is accepted when we confirm it by email. Some orders are reviewed before acceptance — for example where a photo doesn't meet our guidelines, or where the requested artwork raises a rights issue (see section 5). If we cannot accept an order, we will tell you why and refund any payment in full.
4. Artwork, proofs and approval
- We prepare a portrait design based on your photo and send it to you for approval;
- The preview shows the composition, key features and main colours — it is not a pixel-accurate simulation of the finished felted piece;
- Production begins only after you approve the artwork;
- We include one round of revisions before approval. Further structural redesigns may be quoted separately;
- If we do not receive your approval within 48 hours, your estimated ship date shifts accordingly.
5. Your photos and intellectual property
When you send us a photo, you confirm that:
- You own the photo, or you have the right to use it for this purpose;
- The photo does not infringe anyone else's rights.
You grant us permission to use the photo solely to review, design, produce, quality-check and — if needed — remake your order, and to keep it for that purpose as described in our Privacy Policy. This permission does not include using your photo or your finished piece in our advertising or social media, which requires your separate, explicit consent.
We may decline artwork that contains third-party trademarks, logos, sports or team marks, characters from films, games or animation, celebrity likenesses, or another artist's work. If we decline, we will tell you before production and refund you in full.
6. Our intellectual property
Our designs, artwork templates, brand name, text, photographs and website content belong to us. You may not copy or use them commercially without our written permission.
7. Production and shipping
Production and shipping times, shipping charges, and handling of delays or damage are set out in Production & Shipping.
8. Returns, remakes and refunds
Personalised items cannot be returned for a change of mind. Where we make a mistake, or where an item is defective or damaged, we remake or refund. The full rules are in Returns & Remakes.
9. Acceptable use
You agree not to misuse this website, including by attempting to interfere with its operation, submitting unlawful or infringing content, or using our contact channels to send spam.
10. Limitation of liability
To the extent permitted by law, our liability for any order is limited to the amount you paid for that order, together with any remedy described in our Returns & Remakes policy. We are not liable for indirect or consequential losses. Nothing in these terms excludes liability that cannot lawfully be excluded, and nothing limits your statutory consumer rights.
11. Governing law and disputes
These terms are governed by the laws of the People's Republic of China, without affecting any mandatory consumer protections available in your country of residence. If something goes wrong, please contact us first at hello@feltedandloved.com — almost every issue can be resolved directly, and we'd much rather do that than argue.
12. Changes to these terms
We may update these terms from time to time. The version published on this page applies, and the date at the top shows when it last changed. Orders are governed by the terms in force at the time of purchase.