FAQ
Frequently Asked Questions
How long does it take to make my figurine?
Each figurine is 100% handmade. Production takes 10-14 business days for single, couple, and pet figurines, and about 14-18 business days for multi-person group pieces (the more people, the more detail to craft). We start production from the day we receive your photos and confirm all details. Shipping time is additional (see Shipping & Returns page).
Can I request changes after placing my order?
Yes! We offer 2 rounds of free revisions during the proofing stage — once after the head/face preview, and once after the full body preview. Further changes may incur a small additional fee.
What’s your refund and return policy?
We accept returns only for items that arrive damaged or defective — contact us within 7 days of delivery with photos, and we’ll remake it or refund you in full. Because every figurine is custom-made to your photos, we cannot accept returns for other reasons. See our full Shipping & Returns Policy for details.
How should I take photos for the best result?
Great photos = great figurines. Here’s what we need:
- Front view — straight on, face clearly visible
- Side profile — left and right sides
- Back view — hairstyle from behind
- Photos should be well-lit (natural daylight is best), not blurry, no heavy filters
- For pets: include one shot showing full body markings
Tip: The more angles you send, the more accurate your figurine will be!
What materials do you use?
We use premium polymer clay (Sculpey and Fimo brands), hand-sculpted, baked to harden, then hand-painted with acrylics. A clear matte varnish is applied for protection. The figurine sits on a solid wooden base.
Durability: Polymer clay is lightweight but sturdy. It won’t shatter like ceramic, but should be handled with care — it’s art, not a toy.
Is the figurine waterproof?
The varnish provides some moisture resistance, but the figurine is not waterproof. Avoid placing it in water or high-humidity areas. Dust gently with a soft dry cloth.
Do you ship internationally?
Yes! We ship worldwide. Shipping rates and delivery times vary by destination. All orders include tracking. See our Shipping & Returns page for rates and estimated delivery times.
What sizes are available?
Our standard figurine size is approximately 15-18 cm (6-7 inches) tall. For custom sizes, please contact us before ordering.
Can I add accessories or props?
Absolutely! Pets, musical instruments, sports equipment, wedding bouquets, name plaques — we can add almost anything. Select the add-on option on the product page, or mention your request when you send your photos. Additional accessories start at $10.
How does the ordering process work?
- Place your order — choose your product and complete checkout
- Send your photos — upload them right on the product page when you order, or use the chat bubble on our site (fastest) / email us at lustarstudio@outlook.com, with your order number and 3–5 clear photos
- Preview & approve — we’ll send you a proof of the head/face for your feedback, then the full figurine
- Final touches & ship — once approved, we apply the finishing touches and ship your figurine with tracking
How can I contact you?
Use the chat bubble on our site for the fastest reply (we respond within 1–2 business days), or email us at lustarstudio@outlook.com.