Return & Refund Policy
Last updated: August 2026
Our Commitment
Every Figurist figurine is custom-made to order — we craft each piece specifically for you using the photo and specifications you provide. Because of this, our return policy reflects the handmade, personalized nature of our products.
We stand behind the quality of our work. If something is wrong on our end, we will make it right — always.
Damaged or Defective Items
If your figurine arrives damaged, has a print defect, or does not match the product you ordered, we will replace it or issue a full refund at no cost to you. Please contact us within 14 days of delivery with:
- Your order number
- A photo of the issue (damage, defect, or wrong item)
We will ship a replacement as soon as possible. You do not need to return the damaged item.
Personalized Items — No Returns
Every figurine is printed with your own photograph and the name you provide. Each piece exists only for the person it was made for — it cannot be restocked, resold, or given to another customer. For this reason we are unable to accept returns or exchanges once production has begun, including for change of mind, incorrect size selection, or dissatisfaction with the photo you uploaded.
This is standard practice for personalized goods. Under EU consumer law (Consumer Rights Directive 2011/83/EU, Art. 16) and the equivalent UK regulations, the 14-day right of withdrawal does not apply to items made to the customer's specifications or clearly personalized.
This does not affect your rights if something is wrong on our end. A damaged, defective, or incorrect figurine is always replaced or refunded in full — see Damaged or Defective Items above.
If you are unsure about anything — material, size, or design — please contact us before ordering and we will be happy to help. We check your photo and order details before production and email you if anything is unclear.
Order Cancellations
Orders may be cancelled within 24 hours of placement for a full refund, as production has not yet begun. After 24 hours, production is underway and cancellations cannot be processed.
To cancel an order, contact us immediately at figuristart@gmail.com with your order number.
Refund Processing
Approved refunds are processed within 5–10 business days and returned to the original payment method. You will receive an email confirmation once the refund has been issued.
Shipping Policy
We offer two shipping options:
- Standard Shipping: $13 — estimated delivery 7–10 business days
- Express Shipping: $29 — estimated delivery 3–5 business days
We ship to the US, Canada, the UK, the EU, Switzerland and Norway. Production time is typically 3–5 business days before your order is dispatched. Once shipped, you will receive a tracking number by email.
Refund or replacement requests must be submitted within 14 days of the delivery date shown by the carrier — this window begins after you have received your order, not before.
Contact Us
Questions about your order or this policy? We respond within 1 business day.