Welcome to the Fluffy Artisan help section! Here, we have clearly summarized the most common questions from our customers for you. If you have any further questions, our customer service will be happy to assist you via email at support@fluffyartisan.shop.
1. ORDER & PRODUCTS
Q: Are the products truly handmade?
A: Yes! Each of our products – such as the Nordic Chunky Nest or our window perches – is crafted by hand with the utmost care and attention to detail. This makes each piece a unique item of high quality.
Q: What materials are the beds and mats made of?
A: We exclusively use high-quality, skin-friendly, and durable materials (e.g., hypoallergenic chenille yarn blends and robust cotton) specifically selected for the needs of cats and dogs.
Q: How do I care for and clean Fluffy Artisan products?
A: Most of our handmade nests and mats can be cleaned in the washing machine on a gentle cycle at 30 °C. We recommend air-drying the products and not using a tumble dryer to protect the fiber structure.
2. SHIPPING & DELIVERY
Q: How long does it take for my order to be delivered?
A: Since our products are handmade, the processing time before shipping is 1 to 3 business days. The subsequent delivery time is:
• Germany: 2 to 4 business days
• Austria: 3 to 5 business days
• Rest of EU: 4 to 7 business days
Q: How can I track my shipment?
A: As soon as your order has been handed over to our shipping service provider, you will automatically receive an email with a tracking number and a link for shipment tracking.
Q: Where will my order be shipped from?
A: All orders are manufactured and shipped directly from our location in Amberg (Germany).
3. PAYMENT & SECURITY
Q: What payment methods do you offer?
A: We offer all common and secure payment methods:
• Credit cards (Visa, Mastercard, American Express)
• Sofortüberweisung / Klarna
• Apple Pay & Google Pay
• Further regional payment methods at checkout.
Q: Is my payment data safe with you?
A: Yes, absolutely. The entire ordering process and payment processing are protected by modern SSL encryption and comply with the highest European security standards.
4. RETURNS & CANCELLATION
Q: Can I return a product if I don't like it?
A: Yes, consumers have a 14-day right of withdrawal. You can return unopened and unused items to us within 14 days of receipt. Please refer to our cancellation policy for more information.
Q: Why are there hygiene restrictions for pet products?
A: For health and hygiene reasons, we can only accept unused items in their unopened original packaging as returns. Once an item has been used or has come into contact with pet hair, a return is excluded.
STILL HAVE QUESTIONS?
Our customer service is always happy to assist you:
Email: support@fluffyartisan.shop
(Response time usually within 24 hours, Mon–Fri)