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].
Let customers speak for us
from 56 reviews
You took such care with our request, and the result left us speechless. Thank you for listening.

The softness, the pose, the eyes—everything felt like a reunion. Thank you for this tiny miracle.

We lost our dog last year, and this made the absence feel a little smaller. A beautiful tribute.

Her favorite toy was even included! I never mentioned it, but you noticed it in the background. Wow.

I never thought an object could make me feel so seen. This little sculpture feels alive.

I didn’t expect something so gentle to carry so much weight. I’m in awe.

A keepsake we’ll treasure for life. The expression, the posture—everything is perfect.

My children adore it. It helped them talk about missing him, in their own way.

Somehow you saw the soul of our cat through a few images. And gave her back to us.

I can’t stop looking at it. It’s my favorite thing in the house now.

You brought my little buddy back to life. That’s a priceless gift.

You truly captured the soul of my pet. It feels like they’re still with me, watching over.

It feels personal, warm, and full of love. Couldn’t have asked for more.

This portrait exceeded all expectations. Every detail was carefully crafted and full of warmth.

I keep it beside my bed. It's quiet comfort, every night.