Effective 11 November 2026 · Version 2026-11-11.1
Commission terms
About Feltilo
Feltilo is operated by 厦门令屿科技有限公司 and makes wool pet portraits and related personalised keepsakes by hand.
Business contact address: Room 602, No. 47 Panlong Road, Siming District, Xiamen, Fujian, China. For enquiries, orders and support, email feltilo92@gmail.com. Please contact us for the appropriate return arrangements before sending a parcel. The company name above is its Chinese legal name.
Online requests and payment
You can submit your commission details and reference photographs through the online request form on our website, or continue to enquire by email at feltilo92@gmail.com. Submitting a request asks the studio to assess it; it is not a purchase and does not charge you. After assessment, we will provide a written proposal in your private portal, showing the policy version that applies. An order is formed only after you accept the proposal and we confirm acceptance in writing.
Payment is made by PayPal business invoice in two stages: a 50% initial payment once the proposal and schedule are confirmed, and the remaining 50% after you approve the finished piece and before dispatch. Card or PayPal account details are entered only on PayPal’s pages, and we never see them. A PayPal notification, or returning to our website, does not confirm payment; we update the payment status only after checking the transaction record with PayPal.
Agreeing on your proposal
Before payment, we will agree in writing on the format, size and measurement method, quantity, reference photographs, pose, accessories, materials, included adjustments, total price in USD, payment stages, and estimated completion and dispatch dates. We will also explain shipping, taxes we collect, and any separately payable import charges.
Please check your contact details, delivery address and requirements. A proposal has a stated validity period; an expired proposal or changed requirements need confirmation again. We will confirm acceptance of your order in writing after the proposal and applicable terms are agreed. An automated receipt alone is not order acceptance.
Payment and making time
Payment is split into a 50% initial payment and a 50% final payment. The proposal, necessary references and production schedule should be agreed before the initial payment. Every portrait is handmade, with a typical making time of about 20 calendar days. During busy periods or other circumstances affecting production, commissions may need to be queued and completion may take longer than 20 calendar days. This is a general estimate, not a guaranteed completion deadline. Please email feltilo92@gmail.com; the studio owner will reply with the current availability and confirm your start date, estimated completion and dispatch dates in writing before payment. Once the initial payment has been received and verified, we arrange the making of your piece according to that agreed schedule. Queue waiting time and transit are additional to the typical making time.
We will send finished photographs for your approval. After you approve the piece and the final payment has been received and verified, we arrange dispatch as agreed. The payment method, invoice amount and due date will be explained before payment. Use only the official payment channels we identify; never email card details, passwords or verification codes.
If references, requirements or timing change, we will agree the consequences with you. We will not add charges, replace your proposal or extend making indefinitely without agreement. Payment alone does not mean physical work has begun; our Cancellations & refunds policy explains how this is determined.
Handmade differences, adjustments and approval
Small, reasonable differences in texture, colour and shape can occur in a handmade piece. Screens and reference quality can also affect appearance. The portrait must still meet its agreed key features, measurements and quality requirements; handmade variation does not excuse a defect or a material departure from your proposal.
Please identify requested adjustments when reviewing the finished photographs. Included adjustments follow the proposal. Additional accessories, a substantially different pose or other changes outside its scope require agreement on price and timing first. Correcting our failure to follow the agreed proposal is not charged as a new request. Approving photographs does not waive rights concerning hidden defects, transit damage or any other rights you have under applicable law.
Photographs and publication permission
Supply photographs you own or have permission to use for the commission. Where possible, avoid including unrelated people, identity documents and unnecessary personal details. You allow us to use the references as needed to handle your enquiry and make your portrait; ownership of the photographs is not transferred to us.
Sending reference photographs, placing an order or approving a portrait does not authorise publication. We will ask separately, and explain the intended use, before featuring your photographs, portrait or story in our portfolio, social media or marketing. Refusing optional publication or marketing does not affect the ordinary commission service.
Use and care
These are decorative keepsakes, not toys for children or pets. They must not be chewed and are not washable. Handle gently, keep dry, and keep out of reach of children and pets. Some formats may contain magnets, small parts or internal supports; follow the instructions for your particular piece.
Cancellation, support and changes to these terms
Our Cancellations & refunds, Making & shipping, and Privacy & photographs policies apply to their respective subjects. Together with the agreed written proposal, they describe your order arrangements.
Later website changes will not retrospectively reduce the rights attached to an accepted order. Material changes to that order require further agreement. Nothing in these terms excludes or restricts consumer rights that cannot lawfully be excluded. Contact us at the email above if something goes wrong; you may also use applicable payment-provider dispute procedures or seek help from relevant authorities.