Shipping & Dispatch Policy
 

All products are made-to-order and created specifically based on each customer’s request.

 

Production begins shortly after the order is placed. Orders are typically dispatched within 3–5 business days. This timeframe does not include shipping time.

 

Once an order has been processed or a shipping label has been purchased, the order is considered in dispatch stage and cannot be cancelled.

 

We use trusted delivery services and tracking may be provided where applicable. We are not responsible for delays caused by shipping carriers or customs.

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Returns & Refund Policy
 

ue to the custom and made-to-order nature of our products:

 

- Custom and personalised items are non-refundable.

- Orders cannot be cancelled once production has started.

- Orders cannot be cancelled or refunded after dispatch or once shipping costs have been incurred.

- These items cannot be returned or resold to other customers.

 

If a customer wishes to cancel an order, they must do so within 24 hours of placing the order and before production begins. Cancellation requests are only considered valid once confirmed by us in writing.

Submitting a cancellation request via email or message does not automatically cancel the order. The order is only considered cancelled after the customer receives a confirmation from our team.

If no confirmation has been issued, the order remains active and will continue to be processed and dispatched. We are not responsible for cancellation requests that are not acknowledged or confirmed by us.

 

We only offer replacements or refunds if an item arrives damaged or defective. In such cases, customers must contact us within 48 hours of delivery with clear evidence (photos).

 

Shipping costs are non-refundable under any circumstances once incurred.​

Delivery Time for Exchanges

The time it takes for your exchanged product to reach you may vary depending on your location. We will provide tracking details where applicable to keep you updated on your replacement order.

For any questions, feel free to reach out to us at pupagallery@yahoo.com.