Frequently Asked Questions

About Our Products

Q: What kinds of products do you make?
We create small-batch custom knitwear, including handcrafted dolls, keychains, and name pieces. Every item is made to order and fully customizable.

Q: What materials do you use?
We use soft, high-quality yarn selected for comfort and durability. Our materials are skin-friendly and safe for all ages, making our knitted dolls and keychains great gifts for children and adults alike. If you have specific material preferences or allergies, please let us know when placing your order.

Q: Are your products handmade?
Yes, every piece is knitted by hand with care in Hangzhou, China. Slight variations between items are natural and part of what makes each piece one of a kind.

Q: Can I customize my order?
Absolutely. You can request specific colors, characters, names, or designs. Contact us before placing your order and we'll work out the details together, stitch by stitch.

Ordering & Production

Q: How long does it take to make my order?
Since everything is made to order, please allow 3-7 business days for production before your item ships. During busy periods, production may take slightly longer — we'll keep you updated.

Q: Can I order in bulk or for gifts?
Yes! We welcome bulk and gift orders. Please contact us in advance so we can plan production and ensure everything arrives on time.

Shipping

Q: How long does shipping take?
We ship from Hangzhou, China. Estimated delivery times by region:
• North America: Economy 15-25 business days / Standard 10-20 business days / Express 5-10 business days
• Europe: Economy 20-30 business days / Standard 10-20 business days / Express 5-10 business days
• Asia Pacific: Economy 10-20 business days / Standard 7-15 business days / Express 3-7 business days
• Other regions: Economy 20-35 business days / Standard 15-25 business days / Express 7-12 business days
You will receive a tracking number once your order ships.

Q: How much does shipping cost?
Shipping rates by region:
• North America: Economy $6.00 / Standard $8.00 (free on orders over $70) / Express $15.00
• Europe: Economy $6.00 / Standard $12.00 (free on orders over $100) / Express $20.00
• Asia Pacific: Economy $5.00 / Standard $8.00 (free on orders over $70) / Express $12.00
• Other regions: Economy $10.00 / Standard $15.00 / Express $25.00

Q: Will I have to pay customs duties or import taxes?
All orders ship from Hangzhou, China. Depending on your country, your order may be subject to customs duties, import taxes, or VAT upon arrival. These charges are determined by your local customs authority and are the sole responsibility of the buyer. They are not included in our product prices or shipping fees. If you are unsure about your country's import regulations, we recommend checking with your local customs office before placing an order.

Returns & Issues

Q: What is your return policy?
Because all our products are custom-made to order, we generally do not accept returns or exchanges. However, if your item arrives defective, damaged, or incorrect, please contact us within 7 days of delivery with photos and we will do our best to resolve the issue promptly.

Q: What if my item arrives damaged?
We package every order carefully, but if something goes wrong in transit, please reach out within 7 days of receiving your order. Send us a photo of the damage and we'll arrange a replacement or refund as appropriate.