FAQ

📌 Lulatail FAQ — Frequently Asked Questions


1. How long does it take to receive my order?

Each Lulatail piece is handmade to order. Our current turnaround time is 8–12 weeks, depending on complexity and demand. We’ll keep you informed throughout the process.


2. Do you offer refunds or cancellations?

Due to the personalized and labor-intensive nature of our products, we do not offer refunds or accept cancellations once an order is placed. However, if your item arrives damaged or there’s an issue, please contact us within 7 days—we’ll do our best to make it right.


3. What kind of photo should I upload?

We recommend a clear, well-lit photo of your pet’s full face, ideally looking at the camera with both ears visible. Avoid blurry, shadowed, or heavily filtered images. You can check our [Photo Guide] for examples.


4. Will I receive a preview before it ships?

Yes. Before we ship your piece, we will send you a photo preview of the finished work. You will have a chance to request minor adjustments at this stage. Once the piece is approved and shipped, no further edits can be made.


5. Can I request changes after receiving the piece?

We are unable to make edits after the piece has been shipped unless it arrives damaged. If your item was damaged during transit, please contact us within 7 days with photos so we can assist with a resolution.


6. Do you ship internationally?

Yes, we ship worldwide from our studio in Beijing. All orders include tracking. Shipping times may vary depending on your region.


7. What materials do you use?

All Lulatail portraits are made using high-quality wool felt. We do not use real fur. Each piece is shaped entirely by hand using traditional felting techniques.


8. How do I care for my wool portrait?

Keep your portrait in a dry, dust-free place away from direct sunlight. Do not wash. Use a soft brush to gently clean if needed. Avoid pulling fibers or handling it roughly—it’s art, not a toy.


Have more questions? Feel free to reach out at hello@lulatail.com or DM us on Instagram [@lulatail].