Frequently Asked Questions

Leather Charms

We primarily use goatskin and sheepskin leather, and occasionally cowhide. To capture your pet’s colors and markings, we cut and shape each piece by hand. We then punch the stitch holes and sew the charm by hand. Each charm takes hours of careful work to make.

Our newest option pairs a metal ring with a detachable leather loop. Use the charm as a keychain, clip it onto your bag’s hardware, or use the loop for a thicker handle.

The metal ring gives the charm a shorter drop. You might prefer it for a smaller bag, metal hardware, or a slim strap.

The leather loop lets the charm hang a little lower. You might prefer it for a thicker handle or a taller bag. It complements bags without metal hardware for a clean, all-leather look.

Choose whichever works best for your bag and your style.

Gently remove dust with a soft, dry cloth. Avoid soaking, harsh cleaners, prolonged sunlight or heat, and rubbing against rough surfaces. If it gets wet, blot it gently and let it air-dry.

Both! You can attach your leather charm to a bag or keyring. Soft goatskin may show signs of wear sooner when it rubs against metal keys, so attaching it to a bag is the gentler option to help preserve its finish.

Ready-to-Wear Charms

Yes. You can request a return within 14 days of delivery if the charm is unused and returned with its original packaging. For a change-of-mind return, the return shipping fee is deducted from your refund. See our Return and Refund Policy for details. Please contact us before sending anything back.

Pawsonalized & Bespoke Charms

Pawsonalized charms use an existing silhouette, with colors, markings, and small details personalized to resemble your pet. The overall outline stays the same. A Design Proof is optional for an extra fee.

Bespoke charms feature a silhouette and design created specifically for your pet, based on your photos. This option offers more flexibility, and a Design Proof is included at no extra charge.

A Bespoke charm takes significantly more time to design and make. We spend several hours sketching and refining your pet’s Design Proof until we find the shape that best captures their unique look. We then carefully plan every leather piece and stitch line before cutting and sewing the charm entirely by hand, without using premade cutting dies. Depending on the complexity, a Bespoke charm can take two to three times as long to create as a Pawsonalized charm.

If your pet’s breed isn’t listed in our Pawsonalized collection, we can create it through our Bespoke option.

Our Pawsonalized charms use existing design with fixed silhouettes. Any request that requires a different outline or a change to the silhouette must be made through Bespoke options.

Choose from our Pawsonalized options or select Bespoke for a design made specifically for your pet. Then upload your pet’s photos, choose your preferred style, and leave us any notes.

A Design Proof is optional for an extra fee with our Pawsonalized charm options and included at no extra charge with Bespoke pieces.

If your order includes a Design Proof, we’ll email it for review. Please respond within 7 days; otherwise, it will be considered approved and your order will move into our production queue.

Production timelines are estimates and may vary slightly.

Each piece typically takes a few weeks to complete once it enters our production queue.

Without a Design Proof review, the estimated total is around 5–7 weeks from ordering to delivery. A Design Proof review may add around 7 days if responses take longer or additional revisions are needed.

Please refer to the current timeline above for the latest estimate. This timeline is not guaranteed, and your piece may be completed slightly earlier or later depending on the product and our current order volume.

Each Pawsonalized or Bespoke piece is made for you and your pet, so we don’t accept returns for change of mind. Cancellation refunds depend on your order’s progress when we receive your request:

Before design begins: A full refund, including any Design Proof fees.
After design begins, but before entering our production queue: 75% of the product price.
Once in our production queue, but before shipping: 30% of the product price. (This option is meant for unexpected circumstances. Because leather can’t be reworked once crafting begins, we’re unable to offer a final check or make design changes at this stage.)
After shipping: Orders cannot be canceled.

These terms apply whether or not your order includes a Design Proof. Design usually begins within 1–2 days, but this is not a guaranteed cancellation window.

Once design begins, Design Proof fees are non-refundable. Partial refunds apply only to the product price.

If your item arrives damaged, is incorrect, or has a significant design issue, please contact us within 14 days of delivery so we can review it and help with an appropriate solution.

We love sharing the pieces we create with our community. If you’d prefer not to have your finished piece or your pet’s photos shared on our website or social media, please leave a note when placing your order or let us know via DM or email. We’ll respect your preference.

When sharing photos of your pet, we blur backgrounds and avoid showing people or revealing personal information.

Shipping & Delivery

We currently ship to the United States, Canada, Australia, and New Zealand. We may expand to more countries and regions in the future.

Free Shipping on $50+ Orders. This applies to eligible non-remote destinations when your order reaches US$50 after discounts and before taxes. Available options and final costs are shown at checkout.

For international shipments, including Pawsonalized or Bespoke pieces and select other items, orders of $50 USD or more qualify for free standard shipping and discounted rates on faster shipping options.

For orders shipped within the United States, we offer free shipping on orders of $50 USD or more.

Available shipping options and final shipping charges are shown at checkout.

Orders & After-Sales

We’ll help with tracking and carrier investigations. A delay does not necessarily mean your package is lost, and shipping delays alone do not qualify for a refund.

If the carrier officially confirms that your package is lost, we’ll offer a full refund or a replacement.

Please contact us within 14 days of delivery with clear photos of the item and packaging.

For damaged Pawsonalized or Bespoke pieces, we’ll review the issue and offer a replacement or a partial refund, depending on the situation. For damaged Ready-to-Wear items, we’ll arrange a replacement once the issue is confirmed.

If you receive the wrong item, we’ll arrange a replacement or reproduction after the issue is confirmed. The incorrect item must be returned first; we’ll provide return instructions. Refunds are not issued once a replacement or reproduction is provided.

If you believe your piece is significantly different from the confirmed design, please contact us within 14 days of delivery with clear photos showing the differences.

We’ll review your concerns against the confirmed design and work with you on an appropriate solution if a significant discrepancy is confirmed.

Minor variations in color, shape, or texture are a natural part of the handmade process and are not considered defects.