Frequently asked Questions
Again, we are so glad that you have found your way here! Our creations are unique, made with love and care.
Please spend some time to reading this section, we provide common questions raised by our customers here, this page will be updated regularly to provide you an improved service.
If you have any questions or concerns, please contact us. We would be happy to answer any questions that you may have.
Email : [email protected]
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NEEDLE FELTED ANIMALS / PET SCULPTURES
All our pet sculptures are handmade with love and passion for animals. Behind each little item in our shop there’s a different story and a thought process, which make them unique gifts touching souls of animal lovers.
Wool felted characters add originality and bring comfort to your home. Wool sculptures are realistic and warm, they have a healing effect on body and soul of a man. They are a great choice as a home décor or a unique gift for her/him.
Have Questions / Problems about Your Order?
Customer satisfaction comes first! Please contact us right away if you have questions or doubts about your purchase, we address your concerns right away.
We will do our best to resolve any problems so that you have a great 5-star shopping experience with “Image of the Heart”. We are open 24/7, feel free to drop a message us or email us at [email protected].
IS TRACKING AVAILABLE FOR MY ORDER?
Yes, all our shipping methods are with either full tracking or partial tracking. All orders will have a tracking number, our standard shipping method is Registered international post. Tracking information will be provided along with the dispatch notification.
Those orders that need upgrade to Expedited Shipping please contact us first, we are happy to accommodate your request and provide best shipping options to your needs.
WHAT IS MY ESTIMATED SHIPPING TIME?
Postal services and carriers vary country from country, shipping times can range from 10 to 40days.
If you have any concerns, please contact us before placing your order. We will check with shipping services and get back to you.
HOW NEEDLE FELTED FIGURINES ARE MADE?
All items are made using needle felted technique with real sheep wool and other materials. Body structure is usually supported by a wire armature and wool is applied over that with extreme care based on pet portrait project. In many cases the eyes are plastic, and noses are crafted using handmade polymer clay.
Each portrait is unique, so the exact details may vary from item to item, so please refer to item particular listing detail.
Do not wash, soak, or rub. All animal sculptures are not washable, instead use a duster to gently take away the dirt.
Needle felted items are very delicate, they are not suitable for active playing.
Keep away from the small pets, they can nibble because the natural fur.
Please do not pull the fur. Please handle carefully.
CUSTOM ANIMAL SCULPTURES PERSONALIZED FOR YOU?
Would you like a needle felted sculpture of your pet? We would love to sculpt a miniature felted version of your dog or cat. Please send us a convo or send your request through custom order page we will reply you swiftly with custom order details, pricing, and lead time.
We do not accept exchanges, cancellations and returns of custom orders since they are customized and exclusively created for you.
RETURN POLICY AND PROCEDURES
We gladly accept returns on non-custom orders
Just contact us within 3 days of delivery
-Ship items back to us within 7 days of delivery
If the item(s) is found damaged upon delivery, follow the instructions for returns below:
Take a picture of the damaged item and packages(s)
Contact us within 3 days of delivery with a picture of the damaged item, through our website or send us an email: [email protected]
Ship items back to us within 7 days of delivery.
Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
IS GIFT WRAPPING AVAILABLE?
Some items come with a beautiful gift bag ready for gift giving (please refer to individual item description). For items not specified with free gift wrap or personal notes option, please leave us a message in Notes to Seller at checkout. We will try our best to accommodate your request.