Terms of Service

Who you are buying from

Pepple Studio is a small ceramic studio. Every piece is made by hand in our workshop at Shop 1.26, Commercial Floor, 9 View Apartment, 1 Street No. 1, Phuoc Long Ward, Ho Chi Minh City, Vietnam.

Orders are placed with 1001729603 Ontario Inc., Ontario corporation number 1001729603, registered office at 18 King Street East, Suite 1400, Toronto, ON M5C 1C4, Canada.

You can reach us at info@pepplestudio.com. By placing an order you agree to these terms.

Every piece is made to order

Nothing here is taken off a shelf. When you order, an artisan sculpts a figurine from the photos of your pet, glazes it by hand, and fires it. That has two consequences worth stating plainly:

• Yours will not be identical to the photographs on this site. Hand-sculpted work varies, and the piece is shaped from your pet rather than the one in the picture. Where a product image is a visualisation rather than a photograph of a finished commission, we say so on the page.
• Small variation is part of the object, not a fault. Slight differences in glaze depth, tone and surface are inherent to high-fired ceramic.

Placing an order

Your order is an offer to buy. It is accepted when we confirm it by email. Payment is taken at checkout by Shopify; we never see or store your card details.

We cannot start work until we have reference photos of your pet. We will email you to ask for them after you order. Until they arrive, the order is on hold — the lead times on our shipping page are counted from the day we have what we need.

The photos you send us

By sending photos you confirm they are yours to share. We use them as working reference and nothing else unless you tell us otherwise. How long we keep them, and how to have them deleted, is set out in our privacy policy.

You approve the sculpture before we fire it

Before any glaze or heat touches the piece, we photograph the raw clay figurine and send it to you. You can approve it or ask for adjustments.

Firing is permanent. Once a piece goes into the kiln at 1200°C it cannot be reshaped, and the likeness is fixed. That is why we ask you to look carefully at this stage rather than after delivery. If we do not hear from you by the date given in that email, we will proceed with the version you were shown.

Personalised text

Names, dates and engraved text are reproduced exactly as you supply them, including spelling and punctuation. Please check them before you approve the sculpture. Once fired, text cannot be changed, and a piece cannot be remade free of charge because of a typo in what was submitted.

Prices, currency and duties

Prices are shown in the currency of the market you are shopping from, and you are charged in that same currency at checkout. Import duties and taxes, where they apply, are set by your country and are not included in what you pay us — see shipping and duties for what to expect in your region.

We may change prices at any time. A change never affects an order we have already confirmed.

Delivery times are estimates

Making and firing ceramic is not a fixed-duration process, and international post is outside our control. The ranges on our shipping page are honest estimates, not guarantees. If something is running late we would rather tell you than let the date pass quietly.

Cancellations, returns and breakage

These have their own pages, and those pages are the authority:

• Cancellations and returns — including why a custom piece cannot simply be sent back.
• Breakage and defects — what we replace and how to claim.

None of this affects your statutory rights. If the law where you live gives you more protection than these terms do — and in the UK, the EU, Australia and parts of Canada it often does — that law applies, whatever this page says.

What we ask of you

• Give us accurate delivery details. We cannot redirect a parcel once it has left.
• Tell us promptly if something is wrong. Claims are easier to resolve while the packaging still exists.
• Do not send photographs you do not have the right to share.

Our content

The text, photographs and designs on this site belong to us. You are welcome to share links and images of your own piece. Please do not reuse our product photography or written content commercially without asking.

Memorial pages

Some pieces come with a memorial page you can edit. The page is yours: the photographs, words and music you put on it stay yours, and we do not use them anywhere else. We host the page and keep it online.

What you upload has to be yours to upload. That matters most with music. A song you love is almost never a song you may publish, and a memorial page is a public page — anyone with the link can open it. We provide sample tracks you are free to use. If you upload your own, you are telling us you have the right to.

If something on a page should not be there, tell us and we will look at it. We can take down a page or anything on it, and an account that keeps posting work belonging to someone else will lose its pages. To report a copyright problem, use the report link on the page itself or email info@pepplestudio.com with the page address and what the problem is.

If something goes wrong

Email us first. A small studio can usually fix a problem faster than any formal process, and we would rather remake a piece than win an argument about one.

Governing law

These terms are governed by the law of the province of Ontario, Canada, where our company is registered. This does not remove any consumer protection you have under the law of the country you live in.

Changes to these terms

We may update this page. The date at the top shows when it last changed. The version in force for your order is the one published on the day we confirmed it.