The practical bit
Shipping & returns
We sell two different kinds of thing, and they work differently. A custom figurine is made for one person and does not exist until you order it; a toy from the store is ready-made and leaves as soon as you pay. Each has its own part below, so you know exactly where you stand before you pay anything.
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Part 1 · Made to order
Custom figurines & 2.5D art
Everything made from your photos — figurines, 2.5D pieces and corporate runs.
The short version
- from the day you approve the design.
- UAE delivery is , free over .
- You approve the design before anything is produced. Nothing is a surprise.
- Damaged or faulty on arrival: tell us within days and we remake it, free.
- Changed your mind after production: personalised pieces cannot be resold, so they are not returnable. Say so before you approve and you lose nothing.
How long it takes
Orders take , counted from the day you approve the character design — not from the day you first message us. The design stage depends on how quickly photos arrive and how quickly you come back to us, so it is the part you control.
Working to a date? Tell us before you pay anything. We will say honestly whether we can make it, and if we cannot, we will say that instead of taking the order and hoping.
Bulk and corporate runs are quoted individually — see the corporate page.
Delivery and costs
- Across the UAE
- flat, and free on orders over .
- GCC and international
- Available on request. Design happens digitally, so we can produce and ship almost anywhere — message us for a shipping quote before you order, as the cost depends on the destination.
- Multiple addresses
- Common on corporate orders and no problem. Send the list with your order and we will quote the delivery separately.
Duties and import taxes on international orders are the recipient's responsibility. We cannot predict them and we do not collect them.
What happens before anything is made
You see the character design and approve it. We do not count revisions — we adjust the character until it looks right to you, as long as the changes stay within the brief we quoted. Once you approve it we move forward, and nothing goes into production before then.
This step is the whole returns policy, really. Almost everything that could go wrong with a made-to-order gift is caught here, while it is still a drawing and costs nothing to change.
If something arrives damaged or faulty
Message us on WhatsApp within days of delivery with a photo of the damage and the box it arrived in. We will remake and resend the piece at our cost, or refund it — your choice. We do not ask you to post anything back before we start on the replacement.
This covers breakage in transit, a manufacturing flaw, and anything that does not match the design you approved.
If you change your mind
Personalised goods are the recognised exception to change-of-mind returns, here and almost everywhere else: a figurine of your friend's face has no second customer. Once a design is approved and production has started, the order cannot be cancelled or returned because you no longer want it.
Before approval is different. Tell us at any point during the design stage and we will cancel — you pay for nothing that has not been made.
None of this affects your rights under UAE consumer protection law where goods are defective, not as described, or not what you approved.
Orders we will not take
We decline work occasionally, and it is fairer to say so here than after you have paid: photographs you do not have the right to use, likenesses of people who have not consented, other companies' trademarks and characters, and anything designed to demean the person depicted. If we decline after taking payment, you are refunded in full.
Part 2 · Ready-made
Toys & store products
Anything bought from the store and paid for at checkout. Nothing here is personalised, so it works like any other shop.
The short version
- Delivered across the UAE, usually within .
- UAE delivery is , free over .
- Cancel any time before it is dispatched, for a full refund.
- Damaged or faulty on arrival: tell us within days and we replace it or refund you.
- Changed your mind: send it back unused, in its original packaging, within days of delivery for a refund.
Delivery
Store orders go anywhere in the UAE. You give the address and a phone number at checkout — the courier needs both — and the order usually arrives within of payment.
- Across the UAE
- per order, and free on orders over . The checkout shows which applies before you pay.
- GCC and international
- Not through the checkout. Message us first and we will quote the delivery to your address.
Cancelling an order
Message us before the order is dispatched and we cancel it and refund you in full. Once it is on its way it becomes a return instead — see below.
If something arrives damaged or faulty
Message us on WhatsApp within days of delivery, with a photo of the problem and your order number. We send a replacement or refund you — your choice — and any delivery involved is on us.
This covers breakage in transit, a manufacturing fault, and anything that is not what the product page described.
If you change your mind
Store products are not made for you, so you can send them back. Return the item unused and in its original packaging within days of delivery and we refund the price of the item. Message us first and we will tell you where to send it.
Sending it back is at your cost, and the original delivery charge is not refunded — unless the item was faulty, in which case the section above applies instead.
How refunds are paid
To the card you paid with, through Stripe, as soon as the return reaches us (or straight away for a cancellation). Your bank then usually takes 5–10 working days to show it.
None of this affects your rights under UAE consumer protection law where goods are defective or not as described.
Talk to a human
WhatsApp is the fastest way to reach us and the only one we watch constantly: message us. Email works too — .
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Trade licence .
Still not sure?
Ask before you order. We would rather answer a question than remake a figurine.
Message us on WhatsApp