Returns & Cancellations
Every piece is sculpted for one specific pet, which means it cannot be resold to anyone else. For that reason we do not accept returns or exchanges on custom orders. What we do instead is make sure you see and approve the piece before it is fired.
Last updated August 2026
Cancellations
You can cancel for a full refund within 1 hour of placing your order. After that, we have usually started preparing the clay and sourcing reference material.
If you need to cancel later than that, message us. If sculpting has not begun, we will refund you. If it has, we will tell you honestly what stage the piece is at.
Returns on custom pieces
We do not accept returns or exchanges on personalised items. A figurine sculpted to look like your dog has no second buyer.
What we do instead
- Approval before firing. We photograph the raw, unfired sculpture and send it to you. Clay is still soft at this point, so shape, pose and details can all be changed. Once fired, they cannot.
- Questions before we start. If your photos are unclear or we are unsure about a marking, we ask rather than guess.
- Breakage cover. If it arrives damaged we remake and reship it free — see the breakage warranty.
If something is wrong
If the piece that arrives is not what was agreed — wrong name engraved, wrong size, a detail we said we would change and did not — that is our mistake, not a return. Email pepplestudio@gmail.com with photos and we will remake it.
Orders placed through our Etsy shop are also covered by Etsy's own buyer protection, in addition to everything above.
Not sure before you commit? Message us with a photo of your pet first. We will tell you what we would make and roughly what it will look like, before any money changes hands.