Made Just for You
Most of our pieces are handcrafted and made to order, often personalized for a specific pet. Because of this, we are generally unable to accept returns or exchanges once an order has been completed.
Customized Sculpture Items
Customized sculpture pieces are non-refundable after 24 hours of ordering due to the time and effort required by our artisans.
Each piece is made specifically for you and cannot be resold. Our artists dedicate significant time and care to every creation. Once work begins, materials and labor are committed — and cancellations would directly impact their work.
We sincerely appreciate your understanding and support for the craftsmanship behind each piece.
Changes & Cancellations
We understand that plans can change.
- Orders may be modified or cancelled within 24 hours of purchase
- Once production or personalization begins, changes are no longer possible
If Something Isn’t Right
If your item arrives damaged or with a clear defect, we will make it right.
Please contact us within 7 days of delivery at:
📧 hello@thefluffyheaven.com
Include:
- Your order number
- Clear photos of the issue
We’ll review your case and guide you through the next steps.
Shipping Protection (Optional)
We offer an optional Shipping Protection service with additional fees.
Because ceramic pieces are fragile, this protection ensures peace of mind:
- If your item arrives damaged during transit,
- We will send a replacement at no additional cost
If Shipping Protection is not selected, damage claims will still be reviewed, but resolutions may vary.
Handcrafted Nature
Each piece is made by hand, which means slight variations in color, texture, or finish are natural.
These are not defects — they are part of what makes each piece unique.
Shipping Details
Please ensure your shipping address is complete and accurate at checkout. Fluffy Heaven is not responsible for failed deliveries, delays, or lost packages caused by incorrect or incomplete address information.
International Orders
International orders follow the same policies.
Please note:
- Duties, taxes, and import fees are the responsibility of the recipient
- Customs delays are outside of our control
At Fluffy Heaven, we understand that choosing a custom handmade ceramic piece is deeply personal. Each order carries emotional meaning, and we approach every piece with care and respect. Our policies are designed to be fair, transparent, and mindful of that experience.