Terms of Service
These terms apply when you use imageofthehearts.com or order artwork from Image of the Hearts. Please read them before placing an order. Our Shipping and Refund Policy and Privacy Policy form part of how we work with you.
1. About us
Image of the Hearts is based in Sri Lanka and makes handmade needle felted animals, custom pet portraits and related artwork. You can reach us at hello@imageofthehearts.com or +94 71 141 9980.
2. Handmade artwork
Every piece is made by hand from wool and other materials. Each one is unique, so size, colour, texture and details may vary slightly from photographs and from other pieces. This natural variation is part of handmade work and is not a defect.
Needle felted artwork is delicate. It is decorative and not intended as a toy for active play; please follow the care guidance we provide.
3. How ordering works
The website is a catalogue with enquiry-based ordering. It does not currently take orders or payments online.
- You send us an enquiry about a piece or a custom portrait.
- We confirm availability, the price, the shipping charge for your destination, the estimated timing and the payment arrangements.
- Your order is accepted when we confirm it to you in writing (for example, by email).
Prices on the website are shown in US dollars (USD) and do not include shipping.
4. Custom orders
Custom artwork is made to your requirements and the reference photos you provide. Before production starts, we confirm with you the specifications, the quotation, the advance payment and the estimated production period. Custom work generally takes approximately 1–5 weeks to make, depending on complexity, workload and the agreed specifications.
Once production of a custom order has started, cancellation or substantial changes are not normally accepted. Exceptions, and any rights or remedies you have under applicable law, are considered according to the circumstances.
5. Payment
- Custom orders: a minimum 50% advance payment is required to confirm a custom order and begin production, unless another payment arrangement is expressly agreed between Image of the Hearts and you. The remaining balance and its payment deadline are agreed in writing before the order is finalized. We may also agree full advance payment or another arrangement, depending on the order.
- Ready-made artwork: the payment required before dispatch is confirmed when your order is accepted.
- The terms that apply to an advance payment if an order is later cancelled are stated in your written order confirmation.
Payment arrangements will be confirmed individually when an order is accepted. Image of the Hearts also plans to offer online payment options, including PayPal and WebXPay, as part of a future website update. Until then, no payment can be made through the website.
6. Review before dispatch
Before we dispatch an order, we provide photographs and/or video of the completed artwork so you can review its appearance and condition. Where necessary, we arrange a live discussion or video review to confirm customization details. We dispatch the piece after you confirm it. This review does not take away any right you have by law.
7. Shipping and delivery
Image of the Hearts offers international shipping to selected destinations. Shipping availability, charges and delivery arrangements depend on the destination and are confirmed before an order is finalized.
Ready-made artwork is generally prepared for dispatch within 3 business days after order confirmation and receipt of the agreed payment. Standard international delivery generally takes approximately 3–6 weeks after dispatch, depending on the destination, customs clearance and carrier operations. Delivery times are estimates, not guaranteed dates. Production time for custom work is separate from delivery time.
Tracking details are provided when the selected shipping service supports tracking. Express delivery may be available on request, subject to availability and a separate quotation. Some destinations charge import duties, taxes or customs fees; please check your country's rules before ordering. Full details are in our Shipping and Refund Policy.
8. Returns, damage and remedies
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.
If your artwork arrives damaged, please contact us within 3 calendar days of delivery with clear photographs of the artwork and its packaging (and video, where reasonably necessary), so we can investigate promptly. This is a practical request, not a time limit on rights you have by law.
If a piece is defective, incorrect or materially different from what was described or agreed, please contact us as soon as possible. We review each case and provide the remedy that is appropriate and required by applicable law, which may include repair, replacement or refund.
9. Your reference photos
When you send photos of your pet for a custom order, you confirm that you have the right to share them with us. We use them to create your artwork and to communicate with you about your order, and we do not publish your reference photos without your permission.
We may photograph the finished artwork and show it on our website and social media as an example of our work. If you would prefer us not to, please tell us when you place your order.
10. Intellectual property
The designs, photographs, text and other content on this website belong to Image of the Hearts, and may not be copied, reproduced or distributed without our written permission. When you buy a piece, you own that physical artwork; this does not transfer copyright in our designs or photographs. You are welcome to photograph and share your own piece for personal, non-commercial use.
11. Liability
We take care in making, packing and dispatching every piece. To the extent permitted by law, we are not liable for indirect or consequential losses, and our total liability for an order is limited to the amount you paid for it. Nothing in these terms excludes or limits any liability that cannot lawfully be excluded or limited.
12. Your consumer rights
Nothing in these terms or our policies affects any rights you have under the consumer protection laws that apply to you and that cannot be excluded or limited by agreement, including any mandatory right to cancel or return, and rights relating to goods that arrive damaged, defective, incorrect or materially different from their description.
13. Privacy
We handle personal information as described in our Privacy Policy.
14. Governing law
These terms are governed by the laws of Sri Lanka. If you are a consumer living in another country, this does not take away the protection of mandatory consumer laws of that country that apply to you.
15. Changes to these terms
We may update these terms from time to time. The version shown on this page when your order is accepted applies to that order.
16. Contact
Image of the Hearts · Email: hello@imageofthehearts.com · Phone/WhatsApp: +94 71 141 9980 · Contact page