Q1: How do I send my pet's photo to you?

A: After placing your order, simply reply to your order confirmation email or email us directly at support@stellanceshop.com with 3-5 well-lit and high-resolution photographs of your beloved pet (including front, side, and back views). Please remember to include your order number in the subject line.         

Q2: Can I request a completely unique design or pattern that is not shown on the product page?

A: Absolutely! We offer custom bespoke creations. Simply select the 'Custom Design' option during checkout, or email your specific design ideas directly to us. Our studio artisans will work carefully with your references to bring your unique vision to life.

Q3: Will the finished product look exactly like my pet?

A: Our studio artisans put exceptional care into each piece, closely referencing your photographs to capture your pet’s distinctive look and overall expression. While we strive to achieve a beautiful and close resemblance, please appreciate that each custom item is individually crafted by hand. Due to the natural characteristics of handcrafted ceramic art, a 100% flawless replication is not possible. Instead, our focus is on capturing your pet's true appearance, delivering a beautifully personalized creation unique to your companion.

Q4: I noticed minor organic marks on my ceramic item. Is this normal?

A: Yes, it is a normal and expected outcome of authentic craftsmanship. While we maintain meticulous artisanal and craftsmanship standards, each of our custom handmade items is a uniquely tailored piece of art. Due to the meticulous hand-kneading process and high-temperature kiln firing, minor organic variations in color, appearance, subtle tool marks, microscopic dark spots, or tiny surface glaze textures may occasionally occur. These organic features reflect the spirit of true hand-kneaded pottery and do not compromise the structural integrity or utility of the creation.

Q5: How long will it take to create and ship my bespoke order?

A: Because we capture your pet’s unique spirit through an exquisite hand-sculpting, detailed brush painting, and precise kiln-firing process, this dedicated, multi-step artisan phase requires an extended crafting timeline of 3 to 5 weeks to ensure an exquisite, durable finish. Thereafter, transit and delivery take approximately 1 to 2 weeks via our premium logistical networks.

Q6: Why is my tracking number not showing immediate updates after dispatch?

A: Your tracking number is generated as soon as your shipping label is created. However, there is typically a 24–48 hour window between label creation and the courier’s initial scan at their regional sorting facility. Once the package is picked up and processed by our logistics partner, the tracking status will update to show its real-time location.

Q7: Do I have to pay import duties or customs taxes?

A: No. Listed prices are fully inclusive of all premium product craftsmanship costs, standard shipping fees, handling charges, and any international import duties required for delivery. Stellance proudly assumes these cross-border customs responsibilities. However, please note that any domestic sales taxes levied subsequently within the destination country (such as local state sales tax, VAT, or GST) remain the responsibility of the buyer.

Q8: Can I cancel or modify my order after I’ve placed it?

A: We offer a 12-hour grace period after your order is placed for any cancellation or modification requests. Because our artisans begin the hand-crafting process after this window, we cannot accommodate cancellations or changes once 12 hours have passed. To request a change within this window, please email us promptly at support@stellanceshop.com.

Q9: What is your return policy for custom items?

A: Due to the fully customized, made-to-order nature of our handcrafted bespoke products, all sales are final. We do not accept returns, exchanges, or issue refunds for non-quality issues or changes of mind.

In the extremely rare event that any standard, non-customized item is explicitly approved for a return by our team, it must be returned within 30 days in its original, unused condition with proof of purchase.

Q10: What should I do if my item arrives damaged or defective?

A: Your peace of mind is our priority. Please inspect your order immediately upon delivery. If your item arrives with structural damage from transit, is defective, or is incorrect, please email support@stellanceshop.com within 48 hours of receipt with your order number and clear photos of the issue and the packaging.

We define "defective" as any physical issue that compromises the item's integrity or stability. Please note that as our pieces are entirely hand-crafted, minor variations in texture, color, or shape are characteristic of the artisan process and are not considered defects.

For verified transit damage or structural defects, we will cover all costs to recreate and ship a replacement to you free of charge. You will not be required to return the broken item.

Q11: If a refund is approved, how long will it take to receive the funds?

A: If a refund is officially approved by our team, it will be automatically processed and issued to your original payment method within 10 business days. Please note that your bank or credit card company may require additional processing time to post the transaction to your account. If you have not received the funds after 15 business days, please contact us at support@stellanceshop.com, and we will investigate and resolve the issue immediately.