Refund Policy

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
 

Your happiness is important to us! If you are not completely satisfied with your Feltque Friend, please contact us at support@feltque.com within 7 days of receiving your item. We will do our best to address any concerns or issues you may have.

However, due to the custom-made nature of each Feltque Friend and the significant time and care invested in creating your unique portrait, we do not accept returns.

If you would like additional modifications, you may ship your Feltque Friend back to us at your own expense, and we will gladly make the desired changes to ensure it meets your expectations.

Thank you for understanding and supporting our handmade process!

 

Order Cancellation Policy

To secure your place on our waiting list, a non-refundable deposit of 20% of the total price is required at the time of booking. This deposit ensures we can dedicate time and resources to your custom portrait.

If you decide to cancel your order before we begin working on your project, we will refund any payments made, excluding the 20% non-refundable deposit.

Once we have started working on your order, cancellations are no longer possible, as significant time and materials have already been invested in creating your unique portrait.

We truly appreciate your understanding and support, as each portrait is a handcrafted, one-of-a-kind piece made with care and attention to detail.

 

Order Change Policy

If you wish to make changes to your order, please email us at your earliest convenience within 24 hours of placing the order. We cannot guarantee changes beyond this time frame.

Return Address:

Room 1110, 11th Floor, Building B, Dahua Jianghong International Innovation Park, No. 369, Internet of Things Street, Binjiang District, Hangzhou, China.

Recipient: Shen Tian. Tel: 15105811875.