1. Who we are
LumoPaws is a small studio that creates handmade, made-to-order wool-felt pet portraits, full-body sculptures and figurines.
Each piece is crafted individually based on the photos and information you provide.
By using this website and placing an order with us, you agree to these Terms & Conditions.
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2. Custom orders
• All of our main products are custom made to order.
• We start working on your piece only after your order has been confirmed and payment has been received.
• Because every item is handmade, small differences in colour, size, pose or expression are normal and are not considered defects. No two pieces will ever be 100% identical.
We reserve the right to decline an order if we feel we cannot complete it to a reasonable standard (for example, if the photos are too unclear). In that case, we will contact you and refund your payment.
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3. Photos you send us
You are responsible for making sure you have the right to use the photos you send.
By sending us photos, you:
• Allow us to use them as reference to create your custom piece; and
• Confirm that the photos do not infringe anyone else’s rights.
With your permission, we may use photos of the finished artwork (and sometimes the original photo) on our website, social media or marketing materials to show examples of our work. If you prefer that we do not share your piece publicly, please tell us when you order or contact us any time.
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4. Processing time
Estimated processing times are shown on our product pages (for example 2–4 weeks for head portraits and 3–5 weeks for full-body pieces). These timeframes are our best estimate and may change slightly depending on our workload, holidays or unexpected events.
We will do our best to let you know if we expect a significant delay with your order.
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5. Pricing & payment
• Prices are shown in the currency displayed at checkout and may change from time to time.
• Any promotions or discounts are only valid for the period stated.
• Payment is taken in full at the time you place your order. Your order is not confirmed until payment has been successfully processed.
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6. Shipping & delivery
• We ship to the address provided at checkout. Please check that all details are correct.
• Shipping options and costs are shown at checkout and depend on your location.
• Once your parcel has been handed over to the shipping carrier, delivery times are outside of our direct control. Delays caused by customs, local postal services, strikes, weather or other factors are not the responsibility of LumoPaws.
If a parcel is returned to us because the address was wrong, incomplete or the parcel was not collected in time, we can resend it once the additional shipping cost has been paid.
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7. Customs, duties & taxes
For international orders, your local customs office or postal service may charge import duties, taxes or handling fees. These charges are not included in our prices or shipping fees and must be paid by you, the customer.
We cannot mark parcels as “gift” or lower the value on customs forms.
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8. Returns, refunds & changes
Because our pieces are custom and personalised, we generally cannot accept returns or offer refunds for:
• Change of mind;
• Personal taste (for example, you imagined a different expression);
• Small artistic differences from the photos or examples.
We may offer a partial refund, repair or remake only in the cases below:
• The item arrives seriously damaged in transit; or
• We clearly sent the wrong item.
If your order arrives damaged, please contact us within 7 days of delivery with clear photos of:
1. The item
2. The outer box
3. All packing materials
If you wish to cancel or change an order, please contact us as soon as possible:
• If work has not yet started, we may be able to cancel and refund in full.
• If work has already started, we may only be able to offer a partial refund or no refund, depending on how much work has been completed.
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9. Intellectual property
All content on this website – including text, photos, designs and artwork – is owned by LumoPaws or used with permission. It may not be copied, reproduced or used for commercial purposes without our written consent.
Your custom piece is for personal use only. You may not use it or photos of it for commercial products, logos or branding without our agreement.
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10. Limitation of liability
To the fullest extent allowed by law, LumoPaws is not liable for:
• Any indirect, incidental or consequential damages;
• Any loss resulting from delays in delivery that are outside our control;
• Any customs or import charges applied by your country.
Our total liability for any claim related to your order will not exceed the amount you paid for that order.
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11. Changes to these terms
We may update these Terms & Conditions from time to time. Any changes will be posted on this page and the “Last updated” date will be revised. By continuing to use the website or placing new orders, you accept the updated terms.
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12. Contact us
If you have any questions about these Terms & Conditions or about your order, you can contact us at:
Email: lumopawsus@gmail.com
We’re a small studio, but we’ll do our best to get back to you as quickly as we can.