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). I start production from the day I receive your photos and confirm all details. Shipping time is additional (see Shipping & Returns page).
Can I request changes after placing my order?
Yes! I send a semi-finished preview of the piece before I finalize it. You can ask for changes to the outfit, pose, or size at that stage, free of charge. Once you approve, the piece is final.
What’s your refund and return policy?
I accept returns only for items that arrive damaged or defective — contact me within 7 days of delivery with photos, and I'll remake it or refund you in full. Because every figurine is custom-made to your photos, I cannot accept returns for other reasons. See the full Shipping & Returns Policy for details.
How should I take photos for the best result?
Great photos = great figurines. Here’s what I 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?
I 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! I ship worldwide. Shipping rates and delivery times vary by destination. All orders include tracking. See the Shipping & Returns page for rates and estimated delivery times.
Will I have to pay customs duties or import taxes?
Possibly. Every piece ships from my studio in Shenzhen, China, and import duties and taxes are set by your destination country — they are not included in your order total or shipping charge. If your country charges them, the carrier will contact you before delivery. See Shipping & Returns for the current rules in the US, EU, Japan and elsewhere.
What sizes are available?
The standard figurine size is approximately 15-18 cm (6-7 inches) tall. For custom sizes, please contact me before ordering.
Can I add accessories or props?
Absolutely! Pets, musical instruments, sports equipment, wedding bouquets, name plaques — I 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 my site (fastest) / email me at hello@lustarstudio.com, with your order number and 3–5 clear photos
- Preview & approve — I'll send you a semi-finished preview for your feedback before I finalize
- Final touches & ship — once approved, I apply the finishing touches and ship your figurine with tracking
I’ve ordered before — is there anything for returning customers?
Yes. Every piece ships with a small thank-you: my returning-customer thank-you page keeps a 10% code (GIFTED10) for your next order — any piece, any size, no minimum.
How can I contact you?
Use the chat bubble on my site for the fastest reply (I respond within 1–2 business days), or email me at hello@lustarstudio.com. All the ways to reach me are on the contact page.
Is polymer clay safe around pets?
Cured polymer clay is classified as low toxicity — the finished piece does not poison a pet through contact or display. The real risk is physical: a small hard object can cause choking or a blockage if swallowed, so treat the figurine as a display piece and keep it out of reach of chewers. Full detail is in my polymer clay and pet safety guide.
Can I put my pet's ashes in a figurine?
No — my pieces are sculpted display objects, not vessels, and I do not build ash compartments into them. If keeping ashes inside an object matters to you, an urn or memorial jewelry is the right choice; the comparison of figurine, urn, and paw print explains how the options differ.
What if my photos are old or blurry?
Send them anyway. Older photos are usually workable; the harder cases are faces that are small in the frame, deeply shadowed, or heavily filtered. The guide to ordering from a photo covers what photos can and cannot do, and the photo guide covers how to take better ones.