FAQ
How does personalization work?
Place your order first. On every personalized product page there is a note field where you can type the details you already know — a name for the base, who is in the scene, a date. After checkout we email you to collect the photos themselves. Once you reply and we confirm the details will work, your piece goes into production.
How long until my order arrives?
Everything is made to order, so nothing ships the same day. Production starts once your personalization details are confirmed, and transit comes on top of that. We confirm your production and delivery timeline in your order emails, and the full picture of how an order moves is on our Shipping Policy page.
What sizes do you offer?
Size is chosen from the dropdown on each product page, and the price changes with it.
- Mushroom night lights: 3" x 4", 3" x 7" and 4" x 7".
- Clay figurines: 4", 6", 7", 8", 9", 10" and 11".
- Needle-felted pet portraits: 15 cm, 18 cm and 20 cm.
Not every size appears on every listing — the dropdown shows exactly what that piece is made in.
How many people or pets can be in one piece?
Our family and group figurines have a second dropdown for the number of figures, from 1 person up to 5 people. Each additional figure is sculpted separately by hand, so the price rises with the count. Choose the number first, then send us a photo of everyone who should be in the scene.
What are the pieces made of?
The mushrooms and figures are sculpted from clay by hand, then painted and set under a glass dome with a warm LED behind them. Our pet memorial portraits are needle-felted from wool instead of sculpted, and they sit under the same glass dome. Because each one is made by hand, no two are identical — small differences in shape and tone come with the territory.
How do I take care of it?
- Dust the glass dome gently with a dry, soft cloth. No sprays and no solvents.
- Keep it dry and indoors. These pieces are not waterproof and should never be submerged.
- Keep it out of direct sunlight and away from radiators so the colors stay true.
- Handle the dome with care — it is glass, and it is the part that breaks.
Where do you ship, and what does it cost?
Enter your address at checkout and you will see the shipping options available to you, and what each one costs, before you pay. If your address is not offered and you would like us to reach you, write to support@fernlume.com and ask — we would rather hear from you than have you assume the answer is no.
Will you check with me before you start making it?
Yes. We confirm your personalization details with you by email before anything is sculpted. If a photo will not work — too dark, too small, the dog half out of frame — we say so then and ask for another rather than guessing. If there is something you want us to be careful about, that email is the moment to tell us.
Is it ready to give as a gift?
Each piece arrives padded and boxed for the journey, so it can be handed over as it is. If you are sending it straight to the person receiving it, say so in the personalization notes or write to support@fernlume.com after you order, and we will prepare the parcel with that in mind.
Can I return it?
Personalized pieces are made for one person and cannot be resold, so they are final sale once production begins — except when they arrive damaged or defective, in which case we make it right. Pieces with nothing customized on them can be returned unused and in their original packaging. The full policy, including how to report damage, is on our Returns & Refunds page.
How do I reach you?
Write to support@fernlume.com. We read our own messages, and a real person from the studio writes back.