Your Questions Answered

Everything you need to know before we begin

From choosing the right portrait style and preparing your pet’s photos to reviewing the finished artwork and receiving your order, we’ve gathered the information you may need along the way.

Explore our handmade pet portrait collection, discover more stories in the Magic & Wool Journal, or browse the questions below. If you need personal guidance, please contact us—we’ll be happy to help you create something truly meaningful.

Before You Order

What kind of photos should I provide?

Clear reference photos help us capture your pet’s expression, coloring, and personality. Whenever possible, please provide:

• One clear front-facing photo
• Photos from the left and right sides
• Close-ups of the eyes, nose, ears, and fur
• A full-body photo for 3D figurines
• Photos taken in natural daylight

You may send several photos. We will review them and let you know if additional images are needed before we begin.

Can you create portraits of pets other than cats and dogs?

Yes. We can create portraits of cats, dogs, rabbits, birds, horses, hamsters, guinea pigs, and many other beloved animals.

If you have an unusual pet, please contact us before ordering so we can recommend the most suitable portrait style.

How do I choose the right portrait style?

Mini portraits are perfect for small keepsakes and thoughtful gifts. Classic portraits offer more space for facial details, while 3D figurines are ideal if you would like a full, lifelike representation of your pet.

If you are unsure, send us your favorite photo and we will help you choose.

Can you include more than one pet?

Yes. We can create portraits featuring two or more pets. Pricing and production time depend on the number of pets, portrait size, and level of detail.

Please contact us before ordering a multi-pet portrait so we can prepare the correct option for you.

Can I order a portrait as a surprise gift?

Of course. We can ship directly to the recipient and include a short personal message. Please leave your gift instructions with your order.

Creating Your Portrait

How is my portrait made?

Every portrait is individually sculpted from wool using traditional needle-felting techniques. Our artists carefully build the shape, blend the colors, and recreate the small features that make your pet recognizable.

For certain 3D designs, an internal wire structure may be used to provide stability and support the pose.

How long does the process take?

Production time depends on the portrait style and complexity:

• Mini Portraits: approximately 10–14 days
• Classic Portraits: approximately 14–21 days
• 3D Figurines: approximately 21–28 days

The production period begins after we receive clear reference photos and confirm the customization details.

Will I see my portrait before it is shipped?

Yes. We will send photos of the completed portrait for your approval before shipping. This gives you an opportunity to review the overall appearance and request reasonable minor adjustments.

We will not ship your portrait until the final details have been confirmed.

Can I request changes during the process?

Yes. If we send you a progress update, you may share feedback about important features such as coloring, markings, or expression.

Because every portrait is handmade, small differences are natural. Major design changes requested after production has begun may require additional time or cost.

Can you add a collar, name tag, toy, or other special detail?

Yes. We love including meaningful details that help tell your pet’s story. Depending on the portrait style, we may be able to add a favorite collar, name tag, accessory, toy, or special background color.

Please mention these details when submitting your photos.

Can you use my pet’s real fur or whiskers?

Real fur or whiskers may be incorporated into certain designs by prior arrangement. Please contact us before sending anything, as international mailing restrictions may apply.

Do not mail keepsakes until you have received confirmation and instructions from us.

Orders and Delivery

How do I send my pet photos?

After placing your order, send your reference photos using the contact information provided in your order confirmation. Please include your order number so we can match the photos with your purchase.

Can I change or cancel my order?

Please contact us as soon as possible if you need to make a change. We can usually update the details before production begins.

Because personalized portraits are made specifically for each customer, cancellations and refunds are generally unavailable once work has started.

Do you ship internationally?

Yes. Magic & Wool ships handmade portraits to customers worldwide. Available shipping methods and charges are shown during checkout.

How long does delivery take?

After your portrait is completed and approved, international delivery generally takes approximately 7–14 business days.

Delivery times may vary because of the destination, customs processing, holidays, weather, or carrier delays.

Will I receive a tracking number?

Yes. Once your order has been shipped, we will send you tracking information so you can follow the package.

Tracking updates may take a short time to appear after the shipping label is created.

Will I need to pay customs duties?

International orders may be subject to import duties, taxes, or customs fees determined by the destination country. These charges are not included in the product or shipping price and are normally the responsibility of the recipient.

How will my portrait be packaged?

Each portrait is carefully protected with cushioning and placed inside a sturdy shipping box. Framed portraits and 3D figurines receive additional protection to reduce movement and pressure during transit.

What should I do if my order arrives damaged?

Please contact us within 48 hours of delivery and send clear photos of:

• The damaged portrait
• The outer shipping box
• The shipping label
• The internal packaging

We will review the situation and work with you on an appropriate solution.

Caring for Your Portrait

How should I care for a needle-felted portrait?

To keep your portrait looking its best:

• Keep it away from water and high humidity
• Avoid prolonged direct sunlight
• Remove dust gently with a clean, soft brush
• Do not pull or trim loose wool fibers
• Keep it away from pets and young children

Needle-felted portraits are decorative keepsakes and are not intended to be used as toys.

How long will my portrait last?

With gentle handling and proper care, your wool portrait can remain a meaningful keepsake for many years. Natural wool may soften slightly over time, which is part of the character of a handmade piece.

Still Have Questions?

We are happy to help with photo selection, portrait styles, special details, gifts, or delivery questions. Contact us and we will reply as soon as possible.