Common Questions

We are so glad you found your way here! Every creation is unique and made with love and care. Below are answers to the questions our customers ask most. If yours is not here, please get in touch.

How can I contact you?

Email hello@imageofthehearts.com, call or message +94 71 141 9980, use our contact page, or find us on Facebook. We are happy to answer any question before you order.

How do I order?

Our website is a catalogue: you can browse every piece and its price in US dollars, then send us an enquiry. We confirm availability, the shipping charge for your country, the estimated timing and the payment arrangements, and your order is accepted when we confirm it in writing.

How do I pay?

Payment arrangements are confirmed individually when your order is accepted. For custom orders, a minimum 50% advance payment is required to confirm the order and begin production, unless we agree another arrangement with you; the balance and its due date are agreed in writing before the order is finalized. We plan to offer online payment options, including PayPal and WebXPay, in a future website update. You cannot pay through the website yet.

Can you make a portrait of my pet?

Yes, we would love to make a miniature felted version of your dog, cat or other pet. Send your request through our custom order page with photos of your pet from different angles, your preferred size and any details such as eye and fur colour. We will reply with the price, the advance payment and an estimated production time. Custom work generally takes approximately 1–5 weeks, depending on complexity, our workload and the agreed details.

Can I cancel or change a custom order?

Please tell us about any change as early as possible. Once production of a custom order has started, cancellation or substantial changes are not normally accepted, because the piece is made specifically for you.

Where do you ship?

We offer international shipping to selected destinations. Our primary markets are North America, selected European countries, Australia and New Zealand, and shipping may also be available to other supported destinations; this does not mean every country in these regions can be served. Shipping availability, charges and delivery arrangements depend on your destination and are confirmed before your order is finalized, so please check with us before ordering.

How long will delivery take?

Ready-made pieces are generally prepared for dispatch within 3 business days after your order is confirmed and the agreed payment is received. Custom pieces first need their production time (generally approximately 1–5 weeks). Standard international delivery generally takes approximately 3–6 weeks after dispatch, depending on the destination, customs clearance and carrier operations. Production time and delivery time are separate, and both are estimates, not guaranteed delivery dates.

Is tracking available?

Tracking details are provided when the selected shipping service supports tracking. If you need faster delivery, ask us about express shipping; it may be available on request, subject to availability and a separate quotation.

Will I see my piece before it is sent?

Yes. Before dispatch, we send photographs and/or a video of the finished piece so you can check its appearance and condition, and where it helps we arrange a live video review. We dispatch it once you confirm. This review does not take away any right you have by law.

Can I return or exchange a piece?

Due to the handmade and delicate nature of our artwork, we do not accept returns or exchanges for a change of mind after an order has been confirmed and dispatched. This means we do not offer voluntary returns or exchanges: any mandatory right to cancel or return under the consumer law that applies to you remains available, and it also does not affect your rights if a piece arrives damaged, defective, incorrect or materially different from its description. See our Shipping and Refund Policy.

What if my piece arrives damaged?

Please inspect the parcel as soon as it arrives. If your artwork arrives damaged, contact us within 3 calendar days of delivery with clear photographs of the artwork and its packaging, your order details and a short description (a video may also be requested where reasonably necessary). We will review it and advise the appropriate remedy, which may include repair, replacement or refund where required by applicable law. The 3-day request helps us investigate quickly; it is not a time limit on rights you have by law.

How are needle felted figures made?

All items are made with the needle felting technique using real sheep wool and other materials. The body is usually supported by a wire armature, and wool is applied over it with great care for each portrait. In many cases the eyes are plastic or glass and the noses are made from handmade polymer clay. Each portrait is unique, so details vary from piece to piece; please check each listing for its exact details.

How do I care for my piece?

Do not wash, soak or rub it; gently remove dust with a soft duster. Needle felted pieces are delicate and are not suitable for active play. Please do not pull the fur, and keep the piece away from small pets, who may nibble the natural wool.

Is gift wrapping available?

Some items come with a gift bag, as noted in the listing. If you would like a gift note or special wrapping, mention it in your enquiry and we will do our best to help.