FREQUENTLY ASKED QUESTIONS

Most handmade wool felt products require approximately 5–10 business days before shipping. Each piece is individually shaped, detailed, finished, and checked for quality before it leaves our workshop.

Ready-to-ship and non-felt products may be prepared sooner. The processing time shown on the individual product page will apply.

Estimated delivery generally takes 3–14 business days worldwide after dispatch, depending on your destination, customs processing, and local delivery conditions.

Processing time and delivery time are separate. Handmade felt orders generally require 5–10 business days of production before the delivery period begins.

Many existing characters can be customized with selected colors, expressions, clothing details, small accessories, names, or other personal touches.

Available options vary by design. Please contact us before ordering if you have a specific request that is not shown on the product page.

For eligible custom or personalized orders, we may provide a preview photograph before shipping when this service is agreed in advance.

The preview is intended to confirm the overall design and requested details. Minor handmade variations remain natural, and extensive redesigns after approval may require additional time or fees.

Because most of our felt pieces are made after an order is placed and may include customer-selected details, we do not generally accept returns or exchanges solely because a customer changes their mind.

However, we genuinely want you to be happy with your piece. If you are dissatisfied, please contact us. In most cases, we will listen carefully, review the circumstances, and work with you toward a fair and practical solution.

Mandatory consumer rights under applicable law are not affected.

Please email support@oakenark.com as soon as reasonably possible and include:

• Your order number
• A description of the issue
• Clear photographs of the item
• Photographs of the packaging and shipping label, where relevant
  

Depending on the circumstances, we may provide a repair, remake, replacement, partial refund, or full refund.

Our official website is oakenark.com.

You can also find a selection of classic designs through our Etsy shop, OakenArkFelt. Premium, high-detail pieces and selected exclusive designs are available through our official website.

Please be cautious if you see OakenArk photographs or closely similar products on unrelated websites or advertisements.

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 one, please follow the guide above.

“Oaken” comes from Oakley’s name and from the oak tree, which represents resilience, sincerity, and quiet strength.

“Ark” represents a vessel carrying the values we believe are worth protecting: craftsmanship, imagination, natural materials, meaningful design, and the stories people form around the objects they treasure.

Together, OakenArk reflects our hope to create pieces that feel warm, enduring, and personally meaningful.

Our felt creations are shaped primarily through needle felting, a slow process that uses specialized barbed needles to compact and sculpt wool fibers.

Details such as expressions, clothing, paws, ears, accessories, and surface finishing are added gradually by hand. Depending on the design, a piece may also include internal supports, thread, wood, beads, bells, or other decorative materials.

Handmade work leaves small but meaningful signs of the maker’s process. Expressions, wool texture, proportions, and detail placement may vary slightly from one piece to another.

We also share work-in-progress photographs, studio moments, prototypes, and behind-the-scenes content through our website and social channels. These show how our characters develop from loose wool into finished pieces.

Many OakenArk pieces are developed from our own character concepts, stories, sketches, samples, and design ideas.

Because handmade animal themes can appear across the wider craft community, some general subjects may look similar. However, we do not authorize unrelated sellers to copy our photographs, written content, character details, or original product presentation.

Not necessarily. Product photographs and design ideas are sometimes copied, altered, or reused without permission.

For authentic OakenArk products, purchase through oakenark.com or an official sales channel identified by OakenArk. If you are unsure about a listing, please send the link or screenshot to support@oakenark.com.

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

These variations are not defects when the piece substantially matches its description, photographs, dimensions, and intended design. They are part of what makes every OakenArk creation unique.

We can often recreate the same general character and design, but an exact duplicate is not always possible.

Wool responds slightly differently each time it is shaped, and hand-formed expressions and proportions naturally vary. We aim for consistency while preserving the individual character of each piece.

We have traditionally preferred to let the characters and craftsmanship remain at the center of OakenArk’s story.

We are a small and naturally private team, but we continue to share more behind-the-scenes moments, workshop photographs, and parts of our creative process as the OakenArk community grows.

We view sustainability as an ongoing practice rather than a perfect or absolute claim.

Where practical, we prioritize natural materials, efficient use of wool and packaging, recyclable or reduced-plastic shipping materials, thoughtful production quantities, and pieces designed to be displayed and cherished rather than quickly discarded.

Materials and packaging may vary according to product safety, protection, destination, and availability.

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

Depending on the design, a product may also contain internal wire or 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 you need information about a particular material.

Unless a product page specifically states otherwise, our felt figurines are designed as decorative keepsakes and collectibles, not as ordinary children’s toys.

They are intended for shelves, desks, nurseries, seasonal displays, special occasions, and collector arrangements.

Some pieces may be displayed in children’s rooms, but they should be kept out of reach of babies and young children unless a product is expressly identified as suitable for play.

Many designs contain small parts, internal supports, accessories, or delicate details that may create choking, entanglement, or damage risks.

Adult supervision is recommended whenever children handle a felt piece.

Wool, small accessories, hanging cords, and internal supports may attract pets or become hazardous if chewed or swallowed.

Keep felt pieces out of reach of pets and do not use them as pet toys. Damage caused by chewing, pulling, scratching, or other pet activity is not considered a craftsmanship defect.

Display your piece in a clean, dry place away from prolonged direct sunlight, heat, moisture, and high humidity.

Handle it gently and avoid pulling delicate limbs, clothing, ears, tails, or accessories. Store it in a clean box or breathable protective container when not on display.

For light dust, use a clean, soft brush, a gentle air blower, or a lint roller with very low adhesion.

Avoid rubbing aggressively. Do not use a washing machine, vacuum cleaner nozzle, wet cloth, or household cleaning spray.

Yes. Minor surface fuzz may appear naturally over time because wool fibers can loosen slightly through handling, friction, or changes in humidity.

You may gently smooth the surface with clean fingers or carefully trim only a few clearly protruding fibers using small scissors. Do not cut deeply into the felted surface.

Keep the piece and surrounding display area clean and dry. If it will be stored for an extended period, place it in a sealed or well-protected container.

Inspect stored wool items occasionally. Cedar or other suitable moth-deterrent products may be used nearby, but they should not directly stain or transfer oils onto the felt.

Wool felt pieces should not be submerged, washed, or exposed to prolonged moisture.

If a piece becomes lightly damp, blot it gently with a clean absorbent cloth and allow it to air dry naturally. Do not use a hair dryer, heater, or direct sunlight.

For significant water exposure, contact us before attempting repair or reshaping.

Like most natural materials, wool may gradually change with prolonged sunlight, handling, dust, humidity, or pressure.

Proper display and storage will help preserve the shape and color. Minor aging, light fuzzing, compression, or fading over time is considered normal wear rather than a manufacturing defect.

In many cases, yes. We may be able to adjust selected colors, facial expressions, clothing details, accessories, names, or other small elements.

Availability depends on the design, materials, production schedule, and technical feasibility. Additional fees or production time may apply.

We consider selected custom requests based on customer ideas, meaningful stories, reference photographs, or special occasions.

A completely new design may require additional development time, sample work, and fees. Acceptance depends on complexity, scheduling, and whether the request fits OakenArk’s design style and production methods.

Selected pet-inspired designs may be available. Clear reference photographs are usually required to understand markings, colors, expression, and distinguishing features.

Because wool felt is an artistic medium, the result will be an OakenArk interpretation rather than a photographic or exact anatomical replica.

We do not reproduce another independent artist’s work, copied handmade designs, or protected commercial characters without appropriate authorization.

Reference images may be used to communicate general preferences, poses, colors, or emotional direction, but the final piece must remain consistent with OakenArk’s own design language and intellectual-property responsibilities.

No. For quality, hygiene, consistency, and technical reasons, OakenArk does not accept or process raw customer-supplied materials.

This includes pet fur, human hair, feathers, untreated fibers, ashes, biological materials, and other customer-provided organic substances.

Please do not mail these materials to us unless we have expressly agreed in writing to receive a specific non-organic item.

Selected products may support personalized name tags, small plaques, printed details, or engraving.

Available materials, character limits, fonts, and placement will be shown on the product page or confirmed before production.

Please check spelling, dates, and personalization carefully before submitting your order.

We may be able to accommodate selected requests, but not every size, pose, or expression is technically suitable for every character.

Large size changes or complex poses may require a new quotation. Handmade proportions may vary slightly from reference images or stated measurements.

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

Standard made-to-order products do not automatically include a preview. If a preview is important to you, please confirm availability before placing the order.

Small corrections to agreed details may be possible before dispatch.

Significant changes, new concepts, or changes that differ from the original request may require an additional fee and a revised production schedule. Once a preview has been approved and the item has shipped, further changes cannot be made.

Custom orders generally require more time than standard made-to-order products.

The estimated schedule depends on design complexity, communication, sample development, requested changes, and the current production queue. We will provide an estimated timeframe before accepting a substantial custom project.

Custom and clearly personalized products are not generally eligible for change-of-mind returns or exchanges.

However, if a custom item arrives damaged, contains an OakenArk production error, is materially different from the agreed design, or has another confirmed quality issue, please contact us and we will work to resolve it.

Needle felting is a gradual process. Each piece must be shaped, compacted, detailed, finished, and inspected by hand.

Rushing the process can affect proportions, surface smoothness, structure, and consistency. The production period allows us to give each character the attention it requires before shipment.

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

Please review the product page carefully. If your order contains both ready-to-ship and made-to-order products, the order will normally ship together when all items are ready.

The complete order will normally ship together after all items are ready. The longest processing time in the order will therefore apply.

In some cases, we may split the shipment. If we choose to do so, you may receive separate tracking numbers.

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 24–72 hours to begin updating after the shipping label is created.

My tracking has not updated for several days. Is the package lost?

Not necessarily. International packages may travel between major scanning points without frequent updates, particularly during customs processing or transfer to a local carrier.

Please allow several business days for the next update. Contact us if the package has exceeded the estimated delivery period or tracking has remained unchanged for an unusually long time.

International and long-distance shipments are often handled by more than one delivery partner.

A primary carrier may transport the package internationally and then transfer it to Royal Mail, Canada Post, Australia Post, or another local carrier for final delivery.

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 not included in the product price or shipping charge and are the customer’s responsibility.

We will always 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 are outside our control. Please order early and contact us before purchasing if timing is essential.

Please contact us immediately at support@oakenark.com or through WhatsApp.

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

Available payment methods are displayed at checkout and may vary by country, device, currency, and Shopify configuration.

Depending on availability, these may include major credit or debit cards, Shop Pay, Apple Pay, Google Pay, PayPal, and selected local payment methods.

The options shown at checkout are the current supported methods for your order.

Payments may be declined because of insufficient funds, billing-address mismatches, card restrictions, bank security checks, incorrect details, or payment-provider screening.

Please verify your information or contact your bank. OakenArk does not receive the full reason for every declined payment.

Unless a promotion expressly states otherwise, only one discount code may be applied to an order.

Some automatic discounts may combine with eligible codes, but Shopify will determine which combinations are available at checkout.

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.

We genuinely want you to be happy with your OakenArk purchase.

Although we do not generally accept change-of-mind returns for made-to-order or personalized products, please contact us and explain your concern. In most cases, we will carefully review the situation and work with you toward a fair and practical solution.

Depending on the circumstances, this may include care advice, an adjustment, repair, remake, replacement, store credit, partial refund, or refund.

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

Unauthorized returns may be delayed or difficult to identify. Approved returns must be sent to the designated return address, not our Wyoming business mailing address.

Yes. OakenArk provides a voluntary Limited Artisan’s Guarantee for verified defects in original workmanship or structural construction.

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

It applies when a product cracks, separates, or breaks during normal decorative use because of a confirmed defect in its original craftsmanship or construction.

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

In many approved cases, no return will be required.

However, we may request additional photographs, evidence, or 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 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 the customer may be responsible for reasonable shipping and handling charges disclosed before shipment.

After OakenArk issues an approved refund, it usually appears on the original payment method within approximately 3–5 business days.

Processing times vary by bank and payment provider. If more than 15 business days have passed since we confirmed the refund was issued, please contact us.

First, check around the delivery location, mailbox, entrance, reception area, household members, and nearby neighbors.

Carriers sometimes mark a package delivered shortly before completing the physical delivery. Please also contact the local carrier with the tracking number.

Notify us if the package still cannot be located so we can review the available delivery information and advise on the next steps.

If a package is returned because it was refused, unclaimed, or not collected, we will contact you after it is received and inspected.

Additional shipping, return, customs, or carrier charges may apply. Any eligible refund may be reduced by costs incurred, to the extent permitted by applicable law.

Gift wrapping may be available for selected products or during certain seasons.

Available gift options will be displayed on the product page, cart, or checkout when offered.

Yes, where the option is available. Enter your message in the gift-note or order-note field during checkout.

Please keep messages reasonably brief and check spelling carefully. We may contact you if the message cannot fit the available card or format.

We generally do not include a printed invoice showing product prices inside ordinary gift shipments.

However, international customs documents may be required to show an accurate product description and declared value outside the package.

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

Please confirm that the recipient’s full name, address, postal code, and phone number are accurate.

Possibly, depending on the products and available packaging.

Please contact us before ordering or leave clear instructions in the order notes. Additional packaging fees may apply.

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

Because materials and finishes vary between food-use and decorative designs, please review the individual product description before use.

No. Only products specifically identified as suitable for food contact should be used for serving food.

Decorative bowls containing shell inlays, lacquer, adhesives, paint, or other decorative finishes are intended for display only and should not be used with food.

Hand-wash it gently with warm 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 product page expressly states otherwise.

They are best suited to cool, room-temperature, or moderately warm foods.

Avoid boiling liquids and sudden extreme temperature changes, which may cause a natural coconut shell to crack or deform.

Wipe them gently with a soft, dry or slightly damp cloth.

Do not submerge them, scrub them, or use household cleaners. Keep them away from prolonged moisture, heat, and direct sunlight.

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. Follow the care information supplied with the specific product.

Finishes vary by product.

Some natural bowls may be polished with plant-based oil, while decorative designs may contain lacquer, adhesive, shell, or other materials that are not suitable for food use and may not meet every customer’s definition of vegan.

Please contact us about the specific product if material composition is important to your purchase.