For the love that stays
Your questions, answered with care
When will my order arrive?
We process orders within 24 hours of payment confirmation. Standard delivery takes 3–6 calendar days after dispatch. Personalized items may need an additional 2–3 days before dispatch.
Wool pet portraits are an exception: their making time is the period stated on the product page when you order, currently 20–30 days. We accept only 20 wool portrait orders per month. The 3–6 calendar day delivery period starts after dispatch and is additional to the making time.
Please see our Shipping Policy for details. If we need further photos or information, time waiting for your reply is additional. Ceremonies and non-shipped services follow the schedule stated for that service.
How do I personalize a keepsake?
Choose the options on its product page, complete the required text and photo fields, then review everything before adding it to your bag. The required details vary by product. Our Customization Steps explain the process.
What photos should I upload?
Use clear, well-lit photos with your pet's important features visible. For a full-body wool portrait, upload one main photo to guide the pose and expression, plus three additional reference photos. Follow the image guidance on the product you choose.
Do you ship to my country?
Enter your address at checkout to check delivery availability and charges. We deliver to supported checkout destinations; not every destination is available. See the Shipping Policy for details.
How can I track my order?
Use the tracking link in your dispatch email. Visit Track Your Order if you need help finding it.
Can I return or cancel my order?
Eligible non-personalized items can be requested for return within 30 days of receipt. Personalized items are generally excluded from change-of-mind returns, but this does not affect your rights if something is faulty, damaged, incorrect or not as described. Contact us promptly for cancellations, especially before personalized production begins. Full details are in our Refund Policy.
Do I need to send you ashes or fur?
Many keepsakes are designed for you to fill at home. Follow the specific product instructions. Please do not post ashes or fur to us unless your selected service explicitly requires this and we have confirmed arrangements with you.
How do ritual services work?
The selected service page explains scheduling and any photo or video documentation included. Physical shipping times do not describe a ceremony's completion time. Contact us if you need to confirm an arrangement before ordering.
How can I reach you?
Email echoesoflove2020@gmail.com or use our contact form. Include your order number when asking about an existing purchase.