Frequently Asked Questions
Find answers to common questions about our products and services
Orders & Production
How long does production take?
Standard production takes 3-5 business days. With Production Priority, your order is ready in 1-2 business days. Production begins once your order is confirmed and your photo is approved.
Can I make changes after ordering?
You can request changes within 2 hours of placing your order by contacting our support team. After production begins, changes cannot be made. However, our 2-Year Protection Plan covers remakes if needed.
What happens after I place my order?
You'll receive an order confirmation email immediately. Our team reviews your photo within 24 hours. If adjustments are needed, we'll reach out. Once approved, production begins and you'll receive tracking when shipped.
Photos & Engraving
What kind of photo works best?
High-resolution, front-facing photos with good lighting work best. Close-up portraits where your pet's face is clearly visible produce the most stunning results. Avoid blurry images or photos with busy backgrounds.
Can you enhance my photo?
Our artisans can make minor adjustments to brightness and contrast. However, we cannot significantly alter the photo quality. If your photo isn't suitable, we'll contact you before production.
How detailed is the engraving?
Our hand engraving captures incredible detail—from individual fur strands to the sparkle in your pet's eyes. Each piece is carefully carved by skilled artisans, transforming your pet’s photo into a lifelike work of art on metal.
Shipping & Delivery
Do you ship internationally?
Yes! We ship worldwide. Standard shipping is free on orders over €100. Expedited and express options are available at checkout via FedEx for faster delivery.
How can I track my order?
Once your order ships, you'll receive an email with tracking information. You can also check your order status anytime by logging into your account or contacting our support team.
What if my package is lost or damaged?
We'll reship your order at no cost if it's lost in transit. For damaged items, send us a photo and we'll arrange a replacement. The 2-Year Protection Plan extends this coverage.
Returns & Guarantees
What is your return policy?
Due to the personalized nature of our products, we cannot accept returns. However, if there's any issue with quality or craftsmanship, we'll remake your piece at no charge.
What does the 2-Year Protection Plan cover?
The Protection Plan covers replacements for any reason—lost, damaged, or you simply want a fresh piece. It includes one free remake, no questions asked.
What if I'm not happy with my order?
Your satisfaction is our priority. If you're not happy with your piece, contact us and we'll work to make it right. We stand behind the quality of our work.
Materials & Care
What materials are available?
We offer Stainless Steel (hypoallergenic, tarnish-resistant, silver tone), Golden Brass (warm vintage look with a rich golden color), Zinc Alloys, and Sterling Silver. All materials are durable and designed to last a lifetime.
How do I care for my jewelry?
Our pieces are low-maintenance. Wipe with a soft cloth to maintain shine. Avoid harsh chemicals and prolonged water exposure. Store in the provided pouch when not wearing.
Will the engraving fade over time?
No. Our hand engraving is permanent and designed to last forever. Each image is carefully carved into the metal by skilled artisans, not printed on top, so it won’t wear away with normal use.