FREQUENTLY ASKED QUESTIONS

Wool is the primary material used in our felt characters and figurines.

Depending on the design, a product may also include internal structural supports, thread, fabric, wood, beads, bells, buttons, adhesives, hanging cords, or other decorative components.

Please review the individual product description or contact us if a particular material is important to your purchase.

Our felt creations are shaped primarily through needle felting, using specialized barbed needles to compact and sculpt wool fibers.

Expressions, clothing, paws, ears, accessories, and surface details are added gradually by hand. Construction varies by design, so the individual product page remains the best source for product-specific materials and dimensions.

Unless an individual product page expressly states otherwise, OakenArk felt figurines are designed as decorative keepsakes and collectibles, not as ordinary children’s toys.

Some designs may contain small accessories, cords, internal supports, or delicate details. Do not use decorative figurines as toys, teethers, sleep items, or sensory-play objects unless the specific product expressly states that it is intended for that use.

Yes, as adult-arranged decor. Keep decorative figurines securely outside cribs, bassinets, play yards, changing surfaces, and the reach of babies and young children.

Review the display location as the child becomes more mobile. A shelf that was previously inaccessible may later become reachable.

Keep felt pieces out of reach of pets and do not use them as pet toys.

Wool, small accessories, hanging cords, and internal supports may be damaged or swallowed if chewed or pulled. Pet damage is not considered a craftsmanship defect.

Each piece is individually shaped by hand, so small differences in expression, proportions, wool texture, color placement, and detail positioning are natural.

We can often recreate the same general character and design, but an exact duplicate is not always possible. If your item is materially different from its description, photographs, dimensions, or agreed design, please contact us.

Many OakenArk pieces are developed from our own character concepts, sketches, samples, stories, and styling, then shaped and detailed by hand.

We share work-in-progress photographs, studio moments, prototypes, finished pieces, and behind-the-scenes content through our website and social channels, including Reddit. Animal subjects and traditional needle-felting techniques also appear across the wider handmade community, but we do not authorize unrelated sellers to copy our original photographs, written content, distinctive character details, or product presentation.

Our official website is oakenark.com.

You can also find selected OakenArk designs through our Etsy shop, OakenArkFelt.

If you are unsure about another listing, send the link or screenshot to support@oakenark.com and we can help verify it.

You can visit our Customer Reviews page to read feedback from OakenArk customers, including product ratings, written reviews, and customer-submitted photos where available.

You can also visit Our Story to learn more about OakenArk, our approach to craftsmanship, and the ideas behind our collections. If you have any questions before ordering, you’re always welcome to contact us directly.

Sizes vary by design. Many OakenArk felt figurines are small display pieces, so please check the Dimensions listed on the individual product page before ordering.

Our product photography often uses close-up views to show facial expressions and handmade details, which can make a small figurine appear larger on screen than it is in person.

Each felt piece is shaped and detailed by hand rather than produced as a mass-market molded decoration. Pricing reflects the wool and other product-specific materials, the time required for sculpting and finishing, design development, and small-batch production.

More detailed hairstyles, clothing, expressions, accessories, or larger sizes may require substantially more handwork and may therefore be priced differently.

Our natural coconut bowls are made from coconut shells that are cleaned, shaped, sanded, and finished for reuse.

Only products specifically identified as suitable for food contact should be used for serving food. Decorative bowls that include shell inlays, lacquer, adhesives, paint, or other decorative finishes should be used only as described on the individual product page.

Most handmade wool felt products require approximately 5–10 business days of processing before shipping. Ready-to-ship and other in-stock products may be prepared sooner.

Processing time is separate from delivery time. Please review the individual product page and our Shipping & Delivery Information for current estimates.

Selected products may be marked Ready to Ship and usually require a shorter processing time.

If an order contains both ready-to-ship and made-to-order products, it will normally ship together when all items are ready. The longest applicable processing time may therefore determine when the order is dispatched.

In many cases, we may be able to adjust selected colors, facial expressions, clothing details, accessories, size, pose, names, or other small personalized details.

Not every option is technically suitable for every character. Large size changes, complex poses, or substantial design changes may require additional production time or a new quotation, so please contact us before ordering when a requested detail is important.

We consider selected custom commissions based on personal ideas, meaningful stories, special occasions, pet photographs, or other reference photographs that you own or have permission to use.

Email support@oakenark.com with your idea, preferred size, colors, expression, key details, reference images, and any important date. Wool felt is an artistic medium, so portrait-style work is an OakenArk interpretation rather than a photographic or exact anatomical replica.

Custom orders generally require more time than standard made-to-order products. Timing depends on design complexity, communication, requested changes, and the current production queue. We will confirm feasibility, pricing, and an estimated schedule before accepting a substantial custom project.

Preview photographs may be available for eligible custom or highly personalized orders when agreed before production.

Standard made-to-order products do not automatically include a preview. If a preview is important to you, please contact us before ordering.

A preview is intended to confirm the overall design and agreed details. Significant changes requested after approval may require additional production time and fees.

Yes. We do not reproduce another independent artist’s work or protected commercial characters without appropriate authorization.

We also do not accept customer-supplied pet fur, human hair, feathers, ashes, untreated fibers, or other biological materials for inclusion in a product.

Reference images may still be used to communicate general preferences, poses, colors, or emotional direction.

Please contact us as soon as possible after placing the order.

Because materials and production work may be committed shortly after purchase, we cannot guarantee changes or cancellation after preparation, customization, production, packing, or fulfillment has begun. Any mandatory cancellation or withdrawal rights under applicable law remain unaffected.

OakenArk’s standard order packaging is 100% plastic-free and compostable. We primarily use paper-based boxes, raffia, paper-based tape, and other plastic-free protective materials.

Packaging may vary by product size and destination, but our standard packaging approach remains plastic-free.

Yes. Enter the recipient’s address as the shipping address and your own billing information where required by your payment provider.

If a gift-message or gift option is shown on the product page, cart, or checkout, you can use it for the order. We generally do not include a printed invoice showing product prices inside ordinary gift shipments, although international customs documents may need to show an accurate product description and declared value.

Delivery estimates begin after dispatch.

Typical estimates are 3–10 business days for the United States, Canada, and the United Kingdom; 3–12 business days for many European destinations; and approximately 5–14 business days for Australia, New Zealand, and other eligible international destinations.

These are estimates rather than guarantees. See our Shipping & Delivery Information for full details.

Yes. OakenArk offers international shipping to many countries and regions.

Available destinations and shipping methods will appear at checkout. Delivery may not be available in certain locations because of carrier, customs, import, or regulatory restrictions.

After dispatch, you will receive a shipping confirmation email containing the available tracking information. Tracking may take approximately 24–72 hours to begin updating after the shipping label is created.

International packages may travel between major scanning points without frequent updates and may be transferred to a local postal or delivery service for final delivery. The tracking page may show a new local tracking number after the transfer.

International orders may be subject to import duties, VAT, customs charges, brokerage fees, or handling fees imposed by the destination country.

Unless these charges are expressly collected at checkout, they are generally the customer’s responsibility, subject to applicable law.

We will do our best to support an important date, but standard processing and delivery estimates are not guarantees.

Customs delays, weather, carrier disruption, and local delivery conditions may affect delivery. Please order early and contact us before purchasing if timing is essential.

Please contact support@oakenark.com as soon as possible if you need to change your shipping address.

We will try to update it before fulfillment, but address changes cannot be guaranteed once packing, label creation, or dispatch has begun.

First check your mailbox, entrance, porch, reception area, household members, and nearby neighbors, then contact the local delivery carrier for additional delivery details.

If the package still cannot be located, contact us at support@oakenark.com with your order number so we can review the available tracking and delivery information.

If tracking has stopped updating and the shipment has exceeded the estimated delivery period, please contact us with your order number.

We will review the tracking history and, where appropriate, work with the carrier to investigate the shipment. A delayed package is not automatically considered lost, particularly during customs processing, peak periods, or local carrier transfers.

OakenArk does not generally accept voluntary change-of-mind returns or exchanges, except where required by applicable law or expressly approved by us.

Custom and clearly personalized products are generally not eligible for voluntary change-of-mind returns where permitted by law. Where applicable, eligible consumers purchasing standard, non-personalized goods online may have statutory cancellation or withdrawal rights, including a 14-day period in many EU, EEA, and UK situations.

See our Returns, Refunds & Artisan Guarantee for full details. Mandatory consumer rights under applicable law are not limited by this FAQ.

Please contact us within 14 days of delivery and include your order number, a description of the issue, and clear photographs of the item and packaging where relevant.

Depending on the circumstances, the appropriate remedy may include repair, remake, replacement, partial refund, or full refund. If an approved return is required for a confirmed defective or incorrect item, OakenArk will cover the applicable return shipping cost.

Because felt is soft, minor compression can occasionally occur during shipping. Please do not pull, cut, steam, soak, or aggressively reshape the piece.

Send us clear photographs at support@oakenark.com. If the issue is minor, we may be able to provide safe reshaping guidance. If the item is damaged, structurally affected, or materially different from what you ordered, we will review the appropriate remedy under our return and artisan-guarantee policies.

Yes. Do not mail an item back until you have contacted us and received return instructions.

Approved returns must be sent to the designated return address, not our Wyoming business mailing address.

OakenArk provides a voluntary Limited Artisan’s Guarantee for verified defects in original workmanship or structural construction when the purchase can be confirmed.

It does not cover accidental drops, crushing, pulling, pet damage, water or heat exposure, improper cleaning or storage, ordinary wear, alterations, or attempted repairs.

This guarantee is provided in addition to any mandatory consumer rights that apply to your purchase.

Not always. In many approved cases, photographs and other evidence may be sufficient. We may request a return when reasonably necessary to understand the problem.

If a confirmed defective or incorrect item must be returned, we will provide instructions and cover the approved return cost.

For approved guarantee claims submitted within 30 days after delivery, OakenArk covers standard replacement shipping. For approved voluntary guarantee claims submitted more than 30 days after delivery, the replacement item may remain complimentary, but reasonable shipping and handling charges may apply and will be disclosed before dispatch, unless applicable law requires another remedy.

Once a return has been received and inspected, or a claim has been completed when no return is required, we aim to issue any approved refund within 10 business days.

After the refund is issued, the time required for it to appear on your original payment method depends on your bank or payment provider.

If more than 15 business days have passed since we confirmed that the refund was issued, please contact support@oakenark.com.

Start with the care instructions on the individual product page. In general, keep the piece in a clean, dry place away from prolonged direct sunlight, heat, moisture, and high humidity.

Handle delicate limbs, clothing, ears, tails, and accessories gently. Good display and storage conditions can help limit fading, compression, and surface changes, although no fixed lifespan can be guaranteed. For full guidance, read How to Clean, Dust, and Store Handmade Wool Felt.

Start with a clean, soft brush to remove loose surface dust.

If additional dust removal is needed, a vacuum may be used only at low suction and from a distance. Do not place the nozzle directly against the felt surface.

Avoid lint rollers, adhesive tape, compressed-air propellant sprays, aggressive rubbing, soaking, washing machines, and household cleaning sprays. Check the individual product page before attempting damp spot cleaning.

Wool felt pieces should not be submerged, soaked, or exposed to prolonged moisture unless the individual product page expressly permits it.

If a piece becomes lightly damp, blot gently with a clean absorbent cloth and allow it to air-dry naturally. Avoid hair dryers, heaters, steam, ironing, or concentrated direct heat.

Yes. Minor surface fuzz may appear naturally over time because wool fibers can loosen slightly through handling and friction.

For very light surface changes, gently smooth the fibers with clean, dry fingers. Avoid pulling loose fibers, aggressive rubbing, or cutting into the felted surface or structural details. If a piece develops a more significant surface or structural issue, please contact us for guidance.

Store the piece completely dry in a clean, cool, protected environment and inspect stored wool periodically for fiber loss, debris, larvae, or webbing.

A breathable or rigid protective box can help protect the shape. Avoid tightly sealed plastic storage where trapped moisture may become a problem, and avoid relying on cedar or scented sachets as a guaranteed substitute for inspection and good storage conditions.

Some figurines may include a small wooden display stand to help them stand securely. Not every figurine requires one, so a stand may not be included with every order.

If your order includes a stand, use it only as shown in the guide below and keep the stand and any small components out of reach of babies, young children, and pets.

Hand-wash a food-use coconut bowl gently with lukewarm water and mild dish soap, then dry it promptly.

Do not soak it for extended periods or place it in a dishwasher, microwave, oven, or freezer unless the individual product page expressly states otherwise.

Natural coconut-shell bowls are generally better suited to cool, room-temperature, or moderately warm foods than to boiling liquids or sudden extreme temperature changes.

Wipe decorative bowls gently with a soft, dry or slightly damp cloth. Do not submerge them, scrub them aggressively, or apply household cleaning products unless the product-specific care instructions permit it.

Natural finishes may gradually become dull through washing, handling, and drying. For eligible food-use products, a small amount of suitable food-grade oil may help restore the finish when the product-specific care instructions permit it. Decorative finishes may require different care.