Shipping & Returns

• After your order is confirmed, our artists email you a digital design proof within 2–3 business days.
• Once you approve the proof, handcrafting takes 25–35 days.
• Shipping time is on top of that — typically 3–7 business days within Europe.
• Need it faster? Rush production is available for an additional fee — ask us when you order.

• Free tracked and insured shipping on all orders over €100 to any EU country.
• Orders under €100 within the EU, and all non-EU orders, are shipped at rates confirmed with you before you pay (we will always tell you the exact cost at confirmation — no surprises).
• Every parcel is tracked and insured against loss or damage in transit.
• For non-EU destinations, any customs duties or import taxes are the responsibility of the recipient.

If your parcel arrives damaged or does not arrive, tell us within 48 hours of delivery (or of the expected delivery date) at support@aurapawtrait.design with a photo of the damage. We remake or refund at no cost to you — insured shipping is exactly for this.

Because your piece is personalised, EU law exempts it from the standard 14-day change-of-mind withdrawal period — but we stand behind our work with something stronger:

• If the finished piece does not meet your expectations, contact us within 30 days of delivery.
• We first offer to rework the piece until you are happy with it.
• If a rework cannot fix the problem, we refund the full amount you paid for the piece.

This covers the craftsmanship of your piece. It does not cover damage caused by normal wear, accidents, or care that goes against our care guidance (see our FAQ). The satisfaction promise applies to the original buyer of the piece.

The one thing we cannot fix is the raw material: a blurry or badly lit photo. Please send the clearest, well-lit front-facing photo you have. If your photo will not produce a good portrait, we will tell you honestly at confirmation — before you pay anything.

Email support@aurapawtrait.design — we answer within one business day.