Terms of service

Last updated: 27 October 2026

1. Who we are

Fuzzforge Studio is operated by ONCEWOW LIMITED, registered in England and Wales, company number 16513893. Registered and correspondence address: Unit 284 48 Waterside Heights, 16 Booth Road, London, United Kingdom, E16 2GP. Email: hello@fuzzforgestudio.com. Our studio in China designs and produces our work; orders ship from China and product returns are handled in China. The UK correspondence address is not our designated product-return address.

2. Products and orders

Ready-to-ship products are subject to availability. For personalised commissions, we agree the design, included components, measurements, price, payment arrangement and estimated schedule before payment. A quote or enquiry alone does not require payment. We confirm orders after receipt of the agreed initial payment. If we cannot fulfil an order, we will contact you and refund payments due rather than make an unagreed substitution.

3. Commission specifications and changes

Personalised work is produced to the agreed specification. Please check your design and measurements before approval. If changes are requested after work begins, we will explain feasibility and any price or timing implications and obtain your agreement before implementing them. Handmade variation does not excuse a material fault or departure from the agreed design.

4. Pricing and payment

The shop's base currency is GBP; displayed or checkout currencies may differ. The currency and amounts shown at checkout, or agreed in your written commission quote and payment invoices, apply to your purchase. Price changes do not retrospectively alter an accepted order without your agreement.

You may pay in full or email us before ordering to arrange a 50% deposit. The deposit option is arranged manually through secure Shopify payment invoices, not an automatic checkout instalment service. For that arrangement, the remaining 50% of the agreed item price is invoiced after completion and final-photo approval and must clear before dispatch. Any agreed shipping charge is collected once only, with the balance; applicable taxes are shown on invoices without double collection. Specifications, total price, shipping, taxes and estimated schedule are confirmed before the first payment.

5. Shipping, taxes and delivery

Ready-to-ship items are usually dispatched within 5 business days after payment confirmation. For commissions, the estimated timeframe from the start of production to delivery is typically 3–4 weeks including shipping; queue time before production and changes or revisions can affect timing. We confirm the estimated schedule before payment. We will notify you of delays and provide any consent, cancellation and refund options required by law.

Free shipping applies when the complete order or commission's total item value is at least £150 after discounts, excluding shipping and taxes, not separately to each payment invoice. We ship from China on a Delivered Duty Paid (DDP) basis: applicable import duties and taxes are collected through checkout or included and itemised as applicable in your agreed commission payment arrangement. Contact us about unexpected import charges. See our Shipping Policy for full details.

6. Cancellations, returns and remedies

Our Refund Policy forms part of these terms. Genuinely personalised goods are not returnable solely for a change of mind, except where applicable law provides otherwise. Merely producing a standard item after an order is placed does not make it personalised.

For a personalised commission, cancellation before both dedicated-material purchase and production start receives a full refund. Once either has occurred, a cancellation deduction must reflect reasonable, evidenced actual losses that cannot reasonably be recovered or avoided, capped at 50% of the agreed total item price, no more than the amount paid, and never more than legally permitted. There is no automatic forfeiture of a deposit. These deductions do not replace remedies for our failure to perform, faulty goods or other legally required refunds.

For non-personalised goods, you may cancel before dispatch or notify us within 14 calendar days after receipt and return the goods within 14 calendar days after notification, subject to any stronger mandatory rights. Returns are handled in China. Direct change-of-mind return costs are yours where properly disclosed before purchase; reasonable necessary returns for our errors or faulty goods are our responsibility. The Refund Policy explains inspection, return-cost disclosures, refund timing and remedies. Faulty, damaged, incorrect or misdescribed goods retain applicable legal remedies, including personalised goods.

7. Intellectual property

Website content and original studio designs belong to Fuzzforge Studio or the relevant rights holder. Customer characters, reference artwork and third-party designs remain the property of their respective owners; commissioning a physical item does not automatically transfer those rights to us or transfer our unrelated intellectual property to you. Please supply only material you own or have permission to use. We use supplied designs to quote and fulfil the agreed commission. Any separate licence, transfer or promotional use of customer artwork requires the appropriate permission.

8. Product use and responsibility

Our products are decorative costume pieces, not protective equipment or medical devices. Vision, movement and ventilation may be limited; follow the product's care and safety guidance. Nothing in these terms excludes or limits liability that cannot legally be excluded, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your mandatory consumer rights. We remain responsible for goods and services as required by applicable law.

9. Governing law and consumer rights

These terms are governed by the laws of England and Wales, without depriving consumers of mandatory protections or rights to bring proceedings available under the laws applicable in their country or region of residence. If a provision conflicts with mandatory law, the mandatory rule takes priority. Nothing here makes a legal remedy conditional on accepting a less favourable policy.

10. Changes to these terms

We may update these terms for future purchases. Changes do not retrospectively remove rights or alter an existing order without your agreement or a lawful basis. Contact hello@fuzzforgestudio.com with questions.