Shipping policy

DELIVERY TERMS & CONDITIONS

1.1 Non-Custom Product Logistics

For non-customized, ready-made products, orders are shipped via international air freight.

Once dispatched, the estimated delivery time is 10–15 business days, depending on the destination country. We offer worldwide shipping.

Please note that delivery times are estimates only and may vary due to customs processing, local carrier operations, weather conditions, or other circumstances beyond our control.

1.2 Customized Product Logistics

All custom-made products are produced specifically for each customer after order confirmation.

The standard production period for custom products is approximately 30–50 days, depending on the complexity of the design, materials, and production queue.

Once production is completed, the finished item will be shipped via international air freight with an estimated delivery time of 10–15 business days worldwide.

Estimated timelines may be discussed and confirmed during the design and communication process. Please refer to the product page and any email communication with our team for the most accurate production timeline.

1.3 Packaging and Shipping Method

To ensure safe transportation, different components are packaged according to their structure and protection requirements.

Clothing and bodysuit components may be vacuum-compressed to reduce shipping volume while maintaining fabric integrity.

Heads and other structured components are packed separately using reinforced protective boxes to prevent deformation during transit.

All shipments are prepared carefully to meet international shipping and protection standards.

1.4 Warehouse Location and Logistics Impact

Our products may be shipped from different production or fulfillment locations depending on the item type, manufacturing process, and order details.

Delivery times may be affected by:

• customs clearance procedures

• destination country regulations

• geographic distance

• international logistics conditions

1.5 Combined Orders

If your order includes multiple items or a combination of custom and non-custom products, your order may be shipped in separate packages and may arrive at different times.

1.6 Shipping Fee Promotions

From time to time, we may offer shipping promotions, including discounted or free shipping.

Any applicable shipping promotions will be clearly displayed at checkout and are subject to the conditions at the time of purchase.

If you experience any issues during checkout or shipping, please contact us at friends@furmakers.com.

RETURNS

We offer a 30-day return policy for eligible non-custom products.

You have 30 days from the date of delivery to request a return.

Returned items must be:

• unused and unworn

• in original condition

• with tags attached

• in original packaging

Proof of purchase is required.

To request a return, please contact friends@furmakers.com within 30 days of receiving your order and include:

• your order number

• item details

• reason for return

Requests submitted after the 30-day period will not be accepted.

Custom-made or personalized products are non-returnable.

For hygiene reasons, earrings or other pierced items cannot be returned.

If a refund is requested before shipment, shipping fees may be refunded. Once an item has been shipped, shipping fees are non-refundable, unless the order qualified for free shipping.

If customs duties are incurred during a return shipment, those charges are the responsibility of the customer. If unpaid duties are charged to us, the amount will be deducted from the refund.

EXCHANGES

To request an exchange, please contact friends@furmakers.com within 30 days of receiving your item.

Please include:

• your order number

• the item to be exchanged

• the requested replacement item

Items must be:

• unused

• undamaged

• in original packaging

Custom-made products and pierced items are not eligible for exchange.

Customers are responsible for return shipping costs. Once the returned item is received and approved, the replacement item will be shipped to you.

PRODUCT DEFECTS

All products are inspected before shipment.

If you receive a defective or damaged item, please contact friends@furmakers.com within 24 hours of delivery and include:

• your order number

• a description of the issue

• clear photos of the defect or damage

Claims submitted after 24 hours may not be accepted.

UNDELIVERED PACKAGES

If a package is returned to us due to:

• unsuccessful delivery attempts

• refusal of delivery

• failure to collect the package

• incorrect shipping information provided by the customer

we will issue a refund for the product value only once the item is returned to us.

Shipping fees are non-refundable.

If you would like the item to be shipped again, a new order must be placed.

DUTIES & TAXES

For many international orders, prices may include applicable import duties and taxes, meaning no additional payment is required upon delivery.

However, in some regions with stricter import regulations, including but not limited to:

Russia, Ukraine, India, Brazil, Chile, Peru, South Africa, Thailand, Israel, and certain Middle Eastern countries,

customers may be required to pay import duties or complete customs clearance procedures themselves.

We do not control or predict these charges.

By placing an order to a destination that is not eligible for duty-inclusive shipping, you acknowledge that any applicable customs duties, taxes, or import fees are the responsibility of the customer.

If a package is delayed, returned, or destroyed due to failure to pay customs duties or complete clearance procedures, no refund will be issued.

For questions regarding import eligibility, please contact friends@furmakers.com.