Store Policies

Last updated: 13 October 2026

1. About Velluna

Velluna makes custom pet keepsakes. You send one photo of your dog or cat, we cut it to their own outline by hand, and we print it onto a pillow, a canvas tote or a jelly crossbody bag. Every item is made to order for one pet only.

Nothing is printed until you have approved the layout we send you.

2. How an order works

  • You place your order and upload a photo of your pet.
  • We cut your pet's outline by hand and email the layout back to you, usually within 1 to 3 business days.
  • You reply to approve it, or ask us to redo it. Redoing it is free and there is no time limit.
  • Once you approve, production begins. From that point the order cannot be modified or cancelled.

Please check the layout carefully before approving it. That is the moment to change anything.

3. Pricing and payment

  • All prices are shown in US dollars unless your currency is displayed at checkout.
  • Prices may change without prior notice. The price you pay is the price shown at checkout.
  • Multi-item discounts are applied automatically in the cart: 10% off 2 items, 20% off 3 or more.
  • Payment is taken in full before production begins.
  • Velluna does not see or store your payment card details. Payments are handled by Shopify's payment providers.

4. Shipping

Making your order

  • Layout drawn and sent to you: usually 1 to 3 business days, then it waits on your reply.
  • Production after you approve: 5 to 14 business days.
  • Delivery after dispatch: usually about 7 business days, depending on destination.

Most orders arrive within 2 to 4 weeks of approval. We email tracking when your parcel is dispatched.

Where we ship

We ship to most international destinations. Shipping cost is calculated at checkout.

Duties and taxes

Import duties, taxes and customs charges are set by the destination country and are not included in the price or the shipping cost. Where they apply, they are the customer's responsibility.

Addresses and delays

Please check your shipping address at checkout. If it is wrong, email us immediately and we will correct it if the parcel has not shipped. We cannot recover a parcel sent to an address supplied incorrectly.

Delays can happen through carrier issues, customs processing or seasonal demand. We will help you chase any parcel, but we are not responsible for delays outside our control.

5. Returns and refunds

Because every item is printed for one pet and cannot be resold, we do not accept returns for change of mind after you have approved the layout. You can cancel free of charge at any time before you approve it.

We replace or refund items that arrive damaged, faulty, incorrect, or printed differently from the layout you approved. Full details, including how to claim and your rights under consumer law, are in our Refund Policy.

6. Care

Cold hand wash and air dry. Do not bleach, do not tumble dry, and do not iron directly on the print. The clear shell on the crossbody bag wipes clean with a damp cloth. Items damaged by machine washing or hot drying are not covered.

7. Intellectual property

All designs, artwork, text, logos and brand assets on this website are the property of Velluna. You may not copy, reproduce or redistribute them, or use them commercially without our written permission.

The photo you send us

You keep ownership of your photo. By placing an order you confirm that you have the right to use that image, and you grant us permission to cut and print it solely in order to make your item. We delete order photos once the order is complete, unless you ask us to keep them for a reorder.

We do not use customer photos in advertising without separate written permission from you.

We cannot print images that infringe someone else's rights. That includes photographs of people who have not consented, images of public figures, and third-party logos, characters or artwork. If you order one, we will contact you and cancel the order for a full refund.

8. Privacy

How we collect, use and share your personal information is set out in full in our Privacy Policy. You can manage targeted advertising preferences on our Your Privacy Choices page.

9. Changes to these policies

We may update these policies. Changes take effect when posted on this page, and the date at the top is updated. The policy that applies to your order is the one published when you placed it.

10. Contact us

Email support@personalhue.com. We reply within 2 to 3 business days.

Velluna, 1 Glenealy, Unit 2A, 17/F, Central, Hong Kong Island, Hong Kong SAR.