HERE TO HELP
Frequently Asked Questions
Answers to the questions we hear most often, from choosing your piece to receiving it.
Personalizing your piece
Will I see a preview before my piece is made?
Yes. After payment and a check of your photographs and order details, we email an artwork preview for your approval. Review the style, composition, subject, pose, colors and any text. Reply with the preview version you approve. Your approval authorizes 3D modeling and production. We check the model internally, so there is no separate model approval step.
The preview shows the overall design. Small differences can result from the material, size and making process. If a necessary production adjustment would substantially change the approved design, we will explain the change and obtain your approval before proceeding.
Can I request changes to my preview?
One round of minor revisions is included within your original photo, selected style and customization choices. Send your requested adjustments together in one reply. Corrections to details we missed or got wrong do not use this allowance. A new main photo, different subjects or style, or substantial changes to the pose or outfit require a new assessment. We will explain any added cost and time and obtain your agreement before proceeding. After a revision, we send the updated preview for your approval.
What if I have not approved my preview?
We will send a reminder and keep your order on hold until you explicitly approve the artwork preview. No reply is not treated as approval. Time spent waiting for replacement files, revisions or your reply moves the delivery timeline. The production estimate starts after artwork approval; preview preparation and review happen before that.
Which piece should I choose?
Choose Mini Keepsake Figure for a full-body figure of people or pets with selectable styles and finishes. Choose Marble Keepsake Bust for a bust of one person or pet in a fixed semi-realistic style with a marble-look finish.
What do I need to send?
Send a clear photograph and the details requested on your product page. For Marble Keepsake Bust, choose a photograph of one person or pet with the face and upper body visible. We review your files before preparing the artwork preview and contact you for a suitable replacement if anything essential cannot be used.
Is Marble Keepsake Bust made from solid marble?
Marble Keepsake Bust is 3D-printed in PLA Marble, a PLA material with a marble-look appearance. It is not natural marble.
Does the stated height include the base?
Yes. Mini Keepsake Figure is offered at 4, 5 or 6 inches, and Marble Keepsake Bust at 6, 8 or 10 inches. These are finished total heights including the base. Width and depth vary with the design.
Production & delivery
How long does production take?
Production usually takes 3–5 business days after you approve your artwork preview. Complex designs may take longer; we will let you know if additional time is needed. Artwork preview preparation and approval take place before this production window; time spent on revisions, replacement files or awaiting your reply is additional.
When will my order arrive in the United States?
Orders ship from China. Estimated transit to the United States is 7–15 business days after dispatch, in addition to production time. Delivery dates are estimates and may be affected by customs or carrier delays. Shipping charges are shown at checkout.
Can you guarantee delivery for a special date?
For an occasion with a fixed date, contact us before ordering. We cannot guarantee a specific arrival date.
After you order
Can I change or cancel my order?
Contact us promptly if you need to update a photograph or other order detail. Changes depend on whether production has started. You may cancel before production begins; once it has started, personalized orders cannot be cancelled.
What if my piece arrives damaged or incorrect?
Email helloeluneritual@gmail.com within 7 days of delivery with your order number and photos. For transit damage, we will remake and resend your piece at no cost. For an ELUNE production error, we will offer a free remake or refund. Personalized pieces cannot be returned or exchanged for change of mind.