Questions and answers

The things people ask before they order. If yours isn't here, reply to your order email or write to us — a person answers.

Ordering

How do I order a personalized piece?: Pick the size on the product page, then add the photo and the wording in the personalization fields before you add it to the cart. Everything we need comes with the order, so nothing waits on a separate email from you.
Can I change my order after paying?: Yes, until you approve the proof. Reply to your order email with the change — a different photo, a corrected spelling, another size — and we redo the proof. Once you approve it the piece goes into production and the design is fixed.
What does the price include?: The piece, the personalization, and shipping to any country we ship to. There is nothing added at checkout: the price you see is the price you pay. Deliveries in the U.S., Canada, Australia, or the EU have no import duties or taxes to pay; elsewhere, duties your own customs may charge on arrival are the one thing outside it. Gift box packaging is a separate option on the products that offer it.
Where do you ship?: Worldwide. Every country in the checkout address list is open and shipping is free to all of them, with no minimum. Sending it to someone in another country? Put their address in at checkout and it goes through the same way.

Do I see the design before it is made?: Yes. We email a digital proof within 2 business days of your order and wait for your reply before anything goes into production. Changes at that stage are free and there is no limit on asking for them.
What photo works best?: One pet or person, facing the camera, taken in daylight. If the face is smaller than a thumbnail on your phone screen there is no detail to enlarge. Overcast daylight beats indoor lamps and flash every time.
How many names fit on one piece?: Up to 8. Past that each name gets too small to read from across the room. For 1 to 4 names the 6 inch size reads well; for 5 or more pick 8 inch or larger so each name and flower stays distinct.
What if the proof does not look like them?: Say so plainly and we redo it. Tell us what is off — the shape of the muzzle, the collar, the grey around the face — because that is more useful than a general note. Nothing is made until you are happy with the proof.

How long until it arrives?: Made-to-order pieces take 2 to 3 days in the studio after you approve the proof. Items we keep stocked go out within 1 business day. After that, estimated arrival in about 1.5–2.5 weeks — that estimate comes from our own U.S. delivery history, and other countries vary.
What does shipping cost?: Nothing, anywhere. Shipping is free on every order to every country we ship to, with no minimum. The price on the product page is the whole price, including the personalization work.
Will I have to pay customs or import duties?: Not in the U.S., Canada, Australia, or the EU — there are no import duties or taxes to pay when it arrives. In other countries, customs may charge import duties or taxes on arrival; those are set by them, not by us, and are not part of the price you pay here. Rules and thresholds differ by country, so check yours if you want to know before ordering.
Will I get a tracking number?: Yes, by email on the day it ships. If the tracking stops moving for more than a few days, reply to that email — we chase it with the carrier and, if it is genuinely lost, we remake the piece.
Can you promise it will get here for a specific date?: No, and we would rather say so than take the order on a promise we do not control. Plan on estimated arrival in about 1.5–2.5 weeks and order early for a dated occasion. For the holidays we publish a last recommended day to order.

Can the lantern stay outside?: Yes, it is built for outdoor use year round. Bring it indoors for a hard freeze, which shortens battery life. Give the panel roughly 6 hours of direct sun a day — deep shade under a hedge will only ever give you a dim hour or two.
How long does it stay lit at night?: About 8 hours after six hours of direct sun. Short winter days give roughly 4 to 5 hours. It switches itself on at dusk and off at dawn, so there is nothing to plug in and no timer to set.
Can suncatchers hang outdoors?: Keep them indoors. Constant weather dulls the colors over a season, and that is not something we can put right afterwards. A window with afternoon sun is where they look best anyway — hang one from an adhesive hook rather than a suction cup, which lets go on a hot window.
How do I clean it?: Wipe it with a damp cloth and dry it. Do not submerge it, and skip glass cleaners and anything abrasive — they haze the surface. A minute of dusting a couple of times a season is the whole maintenance routine.

Longer answers — which photo works, what to write on a memorial piece — are in our guides, and how we work is on the about page.