Shipping & returns
How things get to you, what happens if something is wrong, and how we look after anything irreplaceable you send us.
Postage
- Flat rate $9.00 anywhere in the US.
- Free on orders over $150.00.
- Everything is sent tracked, including small items.
- International orders are quoted individually — contact us first.
Timing
- Ready to ship: posted within two business days.
- Made to order: usually two to three weeks.
- Memorial commissions: four to six weeks from the day your hair or ashes reach us.
Before Christmas these stretch. We publish a cut-off date each year and will always tell you honestly if something will not arrive in time.
Returns
Ready-made pieces can be returned within 30 days if they are unworn and in their original condition. Contact us first and we will send return instructions. Return postage is yours unless the piece was faulty or we made a mistake.
Why commissions cannot be returned
A memorial piece is made from your own horse, pet or loved one's hair or ashes. It cannot be resold, and it cannot be remade from the same materials twice. For that reason custom work is not returnable.
What we do instead is make sure there are no surprises: we confirm the design and price before starting, and we photograph the finished piece and send it to you before it ships. If it is not right, we would far rather know at that point.
If something arrives damaged
Photograph the parcel and the piece before unpacking further, then email us the same day. We will repair it, remake it or refund you — whichever you prefer. We do not make this difficult.
Looking after what you send us
Anything irreplaceable you post to us is logged on arrival and stored labelled and separately from other commissions. We email you the moment it arrives. Whatever is not used comes back with the finished piece, with a written note of exactly what went into it.
Questions
How much is postage?
Flat rate $9.00 to anywhere in the United States or Canada, and free on US orders over $150.00. A few large or fragile pieces carry a little extra for proper packing. You will see the full figure in your basket before you pay — there is nothing added afterwards.
Do you ship outside the US and Canada?
Not through the website at the moment. If you are elsewhere and have your heart set on something, get in touch and we will see what the postage would be.
When will my order arrive?
Ready-to-ship pieces are posted within two business days and usually arrive within a week. Commissions take four to six weeks from receiving your hair or ashes.
Can I return a piece?
Ready-made pieces can be returned within 30 days in their original condition. Custom and memorial commissions cannot be returned, because they are made from your own materials and cannot be resold or remade.
What if it arrives damaged?
Photograph it before unpacking anything further and email us the same day. We will repair, remake or refund — your choice. This is never a fight.
Do you return the hair or ashes I send?
Always. Whatever is not used in your piece comes back with it, along with a written note of exactly what was used.
What happens if my parcel is lost in the post?
Everything we send is tracked. If a parcel goes missing we chase it with the carrier and remake the piece if it cannot be found. For memorial work we will have asked for spare hair precisely so this is recoverable.