Frequently Asked Questions

Yes. Our products are made using a combination of 3D printing, hand-finishing, assembly, and, where applicable, hand-painting. Because each item includes manual production steps, slight variations between pieces are normal and are part of the handmade nature of the product.

No. We do not sell factory mass-produced products. Many of our items are produced in small batches or made to order so we can focus on detail, finish, and quality control.

Made-to-order means your item is produced specifically for your order rather than taken from ready stock. Production may begin shortly after purchase, which is why made-to-order items cannot be cancelled or refunded once production has started.

Production time depends on the item, the level of finishing required, and our current order volume. Some products may be ready to ship, while others require printing, curing, sanding, assembly, priming, painting, or sealing before dispatch.

Because these are handmade production processes, production times may vary and are not automatically considered delays.

Ready-stock orders may only be cancelled if they have not yet been packed or dispatched. Made-to-order, custom-painted, and personalised orders cannot be cancelled once production has started.

If you need an item by a specific date, please contact us before ordering. Rush orders may be possible in some cases, but this depends on workload, production complexity, and courier timelines.

Yes, depending on the type of project, production schedule, and design complexity. If you would like a custom order, please contact us with as much detail as possible, including references, preferred colours, size, and any deadline requirements.

Yes, custom paint schemes may be available for selected products. Please note that custom-painted items are made specifically for you and are non-returnable unless they arrive damaged or defective.

Possibly. If you have a specific idea or project in mind, feel free to contact us with full details and we will let you know whether it is something we can produce.

For some custom orders, we may provide progress photos or final approval images before dispatch. This depends on the project and workflow, but we aim to keep communication clear where confirmation is needed.

Yes. Minor surface variations, layer lines, support marks, or small finishing differences are normal in 3D printed and handmade products. These are not considered defects unless they significantly affect the usability or appearance of the item beyond normal handmade and 3D printing tolerances.

Not always. Product photos are intended to show the overall design, finish, and style of the item, but slight differences in colour tone, texture, or surface finish may occur due to lighting, screen settings, material batches, and the handmade production process.

No. Hand-painted pieces will naturally vary slightly from one item to another. This is part of what makes each piece unique, especially where detailing, shading, weathering, or brushwork is involved.

Unless a product page clearly states otherwise, our decorative figures and painted display pieces should be treated as collector or display items rather than toys. Small parts, delicate details, and painted surfaces may not be suitable for young children.

International shipping may be available depending on destination and product type. Shipping times, customs procedures, and import charges vary by country, and customers are responsible for any local customs duties, VAT, or import-related fees where applicable.

Delivery times vary depending on destination, courier performance, and whether the product is ready to ship or still in production. Any delivery estimate provided is an estimate only and may be affected by busy periods, customs handling, or courier delays.

If tracking is included with your shipping method, tracking details will be sent once your order has been dispatched. Tracking updates depend on the courier and may not appear immediately.

Please first check with household members, neighbours, and any safe place identified by the courier. If the parcel still cannot be found, contact the courier and then contact us so we can review the issue with the shipment details.

Please contact us within 48 hours of delivery and include your order number together with clear photo or video evidence of the damage, the packaging, and the shipping label. This helps us assess the issue quickly and offer an appropriate resolution.

If you received an incorrect item, contact us as soon as possible with your order number and clear photos of what you received. Once confirmed, we will arrange the appropriate next steps.

Yes. Photos or video proof is required for any claim involving damage, defects, missing parts, or incorrect items. Claims submitted without supporting evidence may not be accepted.

Once a parcel has been handed over to the courier, transit handling is outside our direct control. However, if your order arrives damaged, we will review the claim based on the evidence provided and work with you on an appropriate resolution.

Return requests must be submitted within 14 days of delivery. To be eligible for a return, the item must be unused, undamaged, and returned in its original packaging with all included accessories.

Made-to-order items, custom-painted items, personalised products, and digital downloads are non-returnable unless they arrive damaged or defective.

No. Custom-painted and personalised items are non-returnable except where they arrive damaged, defective, or materially different from what was agreed.

No, not where those differences fall within normal handmade and 3D printing tolerances. Minor layer lines, subtle surface variation, and slight colour differences are expected characteristics of these products and are not valid grounds for return.

Return shipping costs are the responsibility of the customer unless the item is defective, damaged on arrival, or sent incorrectly.

Approved refunds are typically processed within 5 to 10 business days after the returned item has been received and inspected. Final timing may vary depending on your bank, card provider, or payment platform.

Please handle your figure carefully and keep it away from excessive heat, direct sunlight, moisture, and rough handling. Painted and finely detailed items are best treated as display pieces rather than frequently handled objects.

For most items, we recommend gentle dry dusting with a soft brush or microfiber cloth. Do not soak painted items in water or use harsh cleaning chemicals unless we have specifically stated that the finish is suitable for it.

Yes. Excessive heat or long exposure to direct sunlight may affect colour, finish, or shape over time, especially with some printed materials and painted surfaces. A stable indoor display environment is recommended.

If you need help before ordering, please contact us by email and include as much detail as possible about the product you are interested in. This is especially recommended if you have questions about finish, colour, sizing, production time, or customisation.

If your question is not answered here, please contact us directly and we will be happy to help. Including your order number, product name, and a clear summary of the issue will help us respond more quickly.