FAQ
Frequently Asked Questions
Everything buyers ask us most, in one place. If your question is not here, email hello@fuzzforgestudio.com.
Ordering and Commissions
How do I start a commission?
Send us your reference sheet or a written description by emailing hello@fuzzforgestudio.com. We review it and come back with a written quote. Nothing is owed until you approve that quote. Full details are on our Commission Process page.
Do you take commissions all year?
We open commission slots in batches so we can give each build proper attention. If slots are full when you enquire, we will tell you when the next window opens and can hold your place on the waiting list.
Can I request changes after production starts?
Minor adjustments are usually fine early on. Once major components are cut and assembled, significant changes may not be possible or may add cost and time. We confirm the design with you before any material is cut for exactly this reason.
Can you build from someone else's design or an existing character?
We build from your original character or a design you own the rights to. We do not reproduce copyrighted characters, brand mascots, or another artist's design without their written permission.
Pricing and Payment
How is pricing determined?
Price depends on what is being built, the complexity of markings and features, materials, and the size of the piece. Accessories cost less than heads, and heads cost less than a fullsuit. You get a fixed written quote before committing.
What is the payment structure?
You can pay in full, or email hello@fuzzforgestudio.com before ordering to arrange a 50% deposit. We confirm specifications, total item price, any shipping charge, taxes and estimated schedule before sending a secure Shopify payment invoice. For deposit arrangements, a separate invoice for the remaining 50% of the item price is sent after completion and final-photo approval, before dispatch. Any agreed shipping charge is collected once only, with the balance; taxes are shown on the payment invoices without being collected twice.
Do you offer payment plans?
Our available options are full payment or an agreed 50% deposit followed by the balance before dispatch. The deposit option is arranged manually by email, not an automatic instalment option at checkout. Ask us before paying if you need a different arrangement; availability must be confirmed.
Production and Shipping
How long does a build take?
From the start of production to delivery, the estimated timeframe is typically 3–4 weeks, including production and shipping. Queue time may apply before production starts. Custom requirements and the number of revisions may affect timing. We confirm the estimated schedule before payment; it is not a guaranteed delivery date unless expressly agreed.
When do ready-to-ship items leave the studio?
Usually within 5 business days after payment confirmation. This is a dispatch estimate; delivery takes additional transit time depending on your destination.
Do you ship internationally?
We ship from China to international customers with tracking; availability for your address is confirmed at checkout or in your written quote. We use Delivered Duty Paid (DDP): applicable import duties and taxes are collected through checkout or included and itemised as applicable in your agreed commission payment arrangement. Contact us if a carrier requests an unexpected import payment so we can investigate and resolve it.
Do you offer free shipping?
Yes, when the complete order or commission has a total item value of at least £150 after discounts, excluding shipping and taxes. The deposit and balance are not assessed separately. Any shipping charge is confirmed before the first payment and charged once only. Free shipping does not mean tax-free. See our Shipping Policy.
Where is Fuzzforge Studio based?
Fuzzforge Studio is operated by ONCEWOW LIMITED, a UK company. Our studio in China designs and produces our work. Orders ship from China, and product returns are handled in China; email us for the correct return instructions.
Can I get updates during production?
Yes — we send photo updates at each major milestone so you can follow the build and raise concerns early.
Product Care and Fit
How do I care for my fursuit?
Spot clean with a damp cloth and mild soap. Brush the fur regularly with a wide-tooth pet brush to keep it looking full. Store pieces flat or on a form, away from direct sunlight and heat. Full care guidance ships with every order.
What if it does not fit?
Custom pieces are built to the agreed measurements, so accuracy matters — see our Sizing Guide. If fit is not right, contact us as soon as reasonably possible with details and photos if available. We will assess the agreed measurements and what was supplied, and remain responsible for our own measurement or manufacturing errors. There is no special 7-day deadline that removes your statutory rights. See our Refund Policy for remedies.
Are your products safe to wear?
Our pieces are decorative costume items designed for convention and event wear. They are not protective equipment, not medical devices, and not intended for use in safety-critical situations.
Returns
Can I return a custom order?
Genuinely personalised goods are not returnable merely because you change your mind, except where applicable law provides otherwise. If neither dedicated materials have been purchased nor production has started, you can cancel for a full refund. Once either has occurred, any cancellation deduction must reflect reasonable, evidenced actual losses that cannot reasonably be recovered or avoided, capped at 50% of the agreed total item price and no more than what you paid or what the law allows. A deposit is not automatically forfeited.
For ready-to-ship and other non-personalised goods, including standard goods made to order, notify us within 14 calendar days after receipt and send them back within 14 calendar days after notification. Returns are handled in China. Change-of-mind return costs are normally yours where disclosed before purchase; reasonable necessary returns for our errors or faulty goods are our responsibility. Faulty, damaged or misdescribed goods retain applicable legal remedies, including personalised goods. See the Refund Policy for full cancellation, return-cost and refund terms.