Frequently Asked Questions
Find answers to common questions about our relief pendants, commissioning process, and more.
Ordering & Design
How do I commission a relief pendant?
Begin by uploading a clear portrait of your pet in the studio. From there, our Shapify Tactile Engine maps the image into sculptural relief, and you can refine the piece before adding it to your cart.
What image formats do you accept?
We accept JPEG, PNG, and WebP images. For the strongest result, use a clear high-resolution portrait, ideally at least 2000x2000 pixels.
Can I use any image for my design?
You can use any image you own or have the rights to use. Please do not upload copyrighted images, logos, or content you don't have permission to use. We reserve the right to reject designs that infringe on intellectual property rights.
How long does studio approval take?
Most commissions are reviewed within 1-2 business days. We will email you once the piece is approved for completion, and we will contact you if any refinement is needed first.
Can I make changes after placing my order?
Yes, if the commission has not yet been approved by the studio. Once completion begins, we can no longer make changes, so contact us as quickly as possible.
Credits & Pricing
What are credits used for?
Credits unlock advanced studio tools such as tactile mapping, background removal, AI-assisted editing, and high-resolution exports.
Do credits expire?
No, credits never expire. Once purchased, they remain in your account until you use them.
Can I get a refund for unused credits?
Credit purchases are generally non-refundable. However, if you experience technical issues that prevent you from using credits, please contact us and we'll help resolve the situation.
Products & Quality
What forms do the pendants come in?
Our pendants come in two forms: The Aureole (30mm round) and The Tablet (50x30mm rectangular). Both are crafted from 316L stainless steel with a UV resin relief surface.
What creates the tactile relief effect?
Our signature relief comes from the Shapify Tactile Engine, which studies light and contour to build a sculptural topography from your portrait. That tactile surface is then finished onto the pendant face.
How durable are the relief pendants?
Our relief pendants are crafted from surgical-grade 316L stainless steel, which is hypoallergenic and water-resistant. The UV resin relief surface is scratch-resistant and designed for everyday wear.
Shipping & Delivery
Where do you ship to?
We currently ship to the UK, US, Canada, Australia, New Zealand, and Ireland. If your country isn't listed, contact us and we'll try to accommodate your request.
How long does shipping take?
UK orders typically arrive in 3-5 business days. International orders take 7-18 business days depending on location. Express shipping options are available at checkout.
How can I track my order?
Once your order ships, you'll receive an email with tracking information. You can also track your order by logging into your account and visiting the Orders page.
Returns & Issues
What if my relief pendant arrives damaged?
If your relief pendant arrives damaged, contact us within 7 days with photos of the damage. We'll send a replacement or issue a full refund.
Can I return a commissioned pendant?
Because commissioned pendants are made specifically for one patron, we cannot accept returns unless the piece is defective. Ready-made pieces can be returned within 14 days if unused and in original packaging.
The finished piece doesn't look like my preview - what can I do?
Minor colour variation between screen and finished piece is normal. If there is a significant discrepancy or finishing fault, contact us with photos and we will make it right.