FAQ

1. What does Tabby Studio make?

Tabby Studio creates personalized pet keepsakes designed to celebrate the unique bond between you and your pet.

Our collection includes made-to-order custom pet embroidery and other personalized pet keepsakes available on our website. Available designs, sizes, materials, and customization options are listed on each product page.

2. What kind of pet photo should I upload?

Please upload a clear, well-lit photo where your pet’s face, markings, colors, and main features are easy to see.

Front-facing or slightly angled photos usually work best. Please avoid heavy filters, blurry or very dark photos, screenshots, or photos where important parts of your pet are hidden.

If we feel that your photo is not suitable for creating your design, we will contact you before beginning the design process.

3. When will I receive my design proof?

We aim to send your design proof to the email address used for your order within 2 business days after purchase.

Please check your inbox as well as your spam or junk folder.

4. How long do I have to approve my proof?

Please approve your proof or request your one included revision within 24 hours of receiving it.

Production will begin only after we receive your approval.

If we do not hear from you within 24 hours, your order may be placed on hold. This means that your estimated production and dispatch dates will be extended accordingly.

5. Can I request changes to my design?

Yes. One reasonable design revision is included with your order.

Please send all requested changes together when replying to your proof.

Additional revisions, replacing the original pet photograph, or making significant changes to your original request may require an additional fee and may extend the production timeline. We will always confirm any additional charge or revised timeline with you before continuing.

6. How long does production take?

Once you have approved your design proof, we aim to complete your custom item within 5 business days.

Production time does not include shipping time.

During unusually busy periods or if an unexpected delay affects your order, we will let you know as soon as reasonably possible.

7. Can I cancel my order?

You may request to cancel your order before custom design work begins.

Once we have started creating your custom design, the order cannot normally be cancelled because work has already begun on a personalized item, where permitted by law.

If you would like to request a cancellation, please contact us as soon as possible at tabbystudio@outlook.com with your order number.

This does not affect any mandatory consumer rights that cannot legally be excluded.

8. Will my finished embroidery look exactly like the digital proof?

Your digital proof is a visual representation of the intended design.

Because embroidery is a textile process, small variations may occur in thread shade, fabric texture, stitch direction, placement, and how colours appear compared with a digital screen.

These natural variations are part of the embroidery process. We aim to preserve your pet’s most recognizable features while creating a finished design that works beautifully in thread.

9. How much does shipping cost, and how long will delivery take?

For orders delivered to the United Kingdom:

Orders of £68 or more qualify for free shipping. Orders under £68 are charged £8.99 for shipping.

UK delivery usually takes approximately 4–7 business days after dispatch.

International shipping costs and estimated delivery times vary depending on the destination and available shipping service and will be shown at checkout where applicable.

Please note that production time is separate from shipping time. International orders may also experience additional delays due to customs processing.

Tracking information will be provided when your order is dispatched.

10. Do you accept returns or exchanges?

Because our products are personalized and made to order, we do not normally accept change-of-mind returns or exchanges where permitted by law.

If your item arrives damaged, defective, incorrect, materially different from the approved design, or is confirmed lost in transit, please contact us so that we can arrange an appropriate replacement or other remedy.

This does not affect any statutory consumer rights that cannot legally be excluded.

11. What should I do if my order is damaged, incorrect, or missing?

Please email tabbystudio@outlook.com with your name, order number, and details of the issue.

For damaged or incorrect items, please contact us within 7 days of delivery where possible and include clear photographs of the item, packaging, shipping label, and problem.

If your parcel appears to be missing, please contact us when the tracking is materially overdue, has stopped updating for an unusual period, or indicates a delivery problem.

We will investigate the issue, and where a parcel is confirmed lost, we will normally remake and resend your item at no additional cost, or provide another remedy where required by applicable law.

12. Will you post my custom item on social media?

Only with your permission.

Permission to feature your custom item on our social media channels is completely optional. You may opt in where this option is provided or give us written permission later.

Choosing not to give permission will not affect your order in any way.

You may withdraw your permission for future use by contacting us at tabbystudio@outlook.com. Where reasonably possible, we will also remove content that remains under our control, although copies already shared or reposted by other users may remain outside our control.

13. How long do you keep my pet photo?

We generally keep your uploaded pet photograph and working customization or design files until your order has been delivered and any delivery or quality issue has been resolved.

They will then normally be deleted within 30 days, unless we are required to retain them for longer for legal or legitimate business reasons.

If you have separately given us permission to feature your custom item on social media, relevant images may be retained for that purpose until you withdraw your permission or they are no longer required.

Order, payment, tax, and customer-service records may be retained separately where necessary for legal, accounting, tax, fraud-prevention, or business record-keeping purposes.

14. Where are orders shipped from?

Orders are currently dispatched from China.

Tabby Studio is operated by Hong Kong Dui Dui International Trading Limited, a company registered in Hong Kong. Our registered business address is separate from the location where orders are produced or dispatched.

15. How can I contact Tabby Studio?

For questions about your order, pet photograph, design proof, shipping, or after-sales support, please contact us at:

Email: tabbystudio@outlook.com

We aim to respond within 2 business days. During public holidays, launches, or unusually busy periods, replies may take a little longer.