The following terms and conditions apply to our personalised products:

  • First class next day guaranteed signed for delivery included for UK postal addresses. Additional postage costs will be charged for overseas addresses.
  • We are not responsible for any customs or import taxes due upon receiving your order.
  • All personalised orders are nonrefundable due to their bespoke nature.
  • You are responsible for supplying adequate photos that clearly and precisely show the colouration and markings of each pet. These must be provided to us before we can begin work. Failure to provide adequate photos or descriptions will effect the likeness and end result. We do our best to match shades/texture and will best match based on what yarns are available. We have thousands of colours and textures to choose from and use your photos to make our selection.
  • If you have any issues with your order please contact us before leaving feedback/reviews as we are happy to work with you to make reasonable adjustments and ensure you are happy with your purchase.
  • Deliveries are made by Royal Mail Next Day Special Delivery & signed for only, for both UK and Rest Of World shipping.
  • Multiple orders may be sent individually for insurance reasons.
  • All delivery times are estimated and your delivery is not guaranteed by the date given, although we always try our very best to make sure they are delivered when required. Each product is made to order and the length of time to create every pet plush portrait varies significantly. Please also remember Laura is disabled and she works every day for as many hours as she can because she loves what she does, but sometimes she is just too poorly! We ask our customers to remain patient and allow us the time we need to complete your order, and everyone else’s, to our extremely high standards. They are always worth the wait.
Additionally the following terms and conditions apply to our full sized plushies:
  • Our standard plushies are CE tested and compliant and are safe as toys, although we recommend not giving them to small babies and young children due to their care requirements. If you choose to have your pet’s collar made too, please remove this before giving the toy to a child due to the small parts.
  • Keepsake and memorial plushes are NOT CE tested due to their small and removable parts and the inclusion of pets ashes. These are ornamental items and not toys.