Shipping policy
Every piece is made to order
Lulu Handmade pieces are hand-sculpted from wool felt after your order is placed — nothing is mass produced or kept in stock, so every order takes production time before it ships.
Production time
- Custom pet charms&pin: 3–10 days
- Custom pet portraits: 3–10 days
Production time includes sculpting, your approval of the artist proof photo, and final finishing. It starts as soon as your order is confirmed. Multi-pet or especially detailed orders can take a little longer — if so, we will always tell you upfront.
Shipping time
Once your finished piece leaves the studio, delivery typically takes 2–4 weeks, depending on your destination and local customs processing.
Shipping rates
Every order ships free — standard shipping is on us, no minimum required, worldwide.
Tracking
Every order ships with tracking. You will receive a shipping confirmation email with your tracking number as soon as your parcel is on its way.
Import duties and taxes
Import duties, taxes, and customs fees charged by the destination country are not included in item prices or shipping costs and are the responsibility of the customer.
Shipping address
We ship to the address entered at checkout. Please double-check your address before ordering — we cannot take responsibility for parcels lost due to an incorrect or incomplete address. If you spot a mistake, contact us as soon as possible: if your order has not shipped yet, we will update it free of charge.
Delays
Delivery times are estimates, not guarantees. Public holidays, extreme weather, and customs inspections can cause delays outside our control. If your order is taking significantly longer than expected, message us and we will help track it down.
Questions about shipping? Send us a message — we reply within 24 hours.