Q&A

① Before You Order


Q: Is every piece handmade?

A: Yes. Every Pineaura figurine is individually hand-carved by skilled artisans rather than mass-produced by machines. Because each piece is carved by hand, no two are ever exactly alike.



Q: Why doesn't my figurine look exactly like the photos?

A: That's part of the beauty of handcrafted art. Natural wood grain, hand carving, and hand painting make every figurine slightly unique. Small variations are not imperfections—they're what make your piece one of a kind.



Q: What kind of wood do you use?

A: We use natural basswood, carefully selected for its fine grain and durability. The paints and finishes we use are non-toxic and safe for everyday display.


Q: What are the dimensions?

A: The exact dimensions of each figurine are listed on its product page. Since every piece is handmade, slight variations of a few millimeters are completely normal.



Q: Is this really handmade?

A: A machine can carve a figurine in about two minutes. Ours takes around two hours. We chose the slower way because we believe the time behind a gift becomes part of its meaning.



② Shipping


Q: How long does shipping take?

A: Estimated delivery times are shown during checkout before you place your order, so you'll know when to expect your package before completing your purchase.



Q: Do I need to pay customs or taxes?

A: No hidden fees. The price you see at checkout is the price you pay. We believe buying a handcrafted gift should be simple, transparent, and worry-free.



Q: Can I track my package?

A: Yes. As soon as your order ships, you'll receive a tracking number by email so you can follow your package every step of the way.



Q: My tracking hasn't updated.

A: International shipments sometimes go several days without a tracking update while they're in transit or being processed by customs. This is completely normal and doesn't necessarily mean your package has stopped moving.



Q: My package says "Delivered," but I haven't received it.

A: Please check with your household members, neighbors, or building management first. If you still can't locate your package, contact us at **[pineaura.shop@gmail.com](mailto:pineaura.shop@gmail.com)**, and we'll do our best to help.



③ Orders


Q: Can I cancel my order?

A: Yes. Orders can usually be canceled within **24 hours** of purchase. Once an order has shipped, we cannot guarantee that it can be intercepted or canceled.



Q: Can I change my shipping address?

A: Yes, as long as your order hasn't been shipped. Contact us as soon as possible, and we'll help update your shipping information.



Q: Can I send it as a gift?

A: Absolutely. Every order is gift-ready at no extra cost, making it easy to send directly to someone special—or even to yourself.



④ Product Care


Q: Can it be placed outdoors?

A: No. Our figurines are designed for indoor display only. Prolonged exposure to sunlight, rain, humidity, or extreme temperatures may damage the wood and paint.



Q: Will the wood crack?

A: Wood is a natural material and may change slightly over time. To keep your figurine in its best condition, avoid direct sunlight, excessive humidity, and sudden temperature changes.



Q: Does the wood smell?

A: When you first receive your figurine, you may notice a light natural wood scent. This is completely normal and will gradually fade after a few days.



⑤ Returns & Refunds

 

Q: Can I return my order?

A: Yes. We offer a **30-day return policy**. Please see our Return & Refund Policy for full details.



Q: What if my item arrives damaged?

A: Please email us with clear photos or an unboxing video whenever possible. This helps us resolve your issue much faster. If visual evidence isn't available, we may ask you to return the item for inspection before issuing a replacement or refund.



Q: Do I have to pay return shipping?

A: Customers are asked to pay the return shipping cost upfront. If the item is confirmed to have a manufacturing defect or arrived damaged through no fault of your own, we'll reimburse the reasonable return shipping cost.



Q: How long do refunds take?

A: Once we receive and inspect your returned item, refunds are typically processed within 15–20 business days, depending on your payment provider.



⑥ Gifts


Q: Is it gift-ready?

A: Yes. Every Pineaura figurine arrives in our signature premium gift box, ready to be given without any extra wrapping.



Q: Can I include a gift message?

A: Yes. You can leave your message in the order notes at checkout, and we'll include it with your gift at no additional charge.



Q: Is there any receipt inside the package?

A: No. We never include pricing information inside gift packages, making them perfect for sending directly to someone you care about.



⑦ About Pineaura


Q: Why Pineaura?

A: We believe meaningful gifts don't have to be extravagant. A small handcrafted figurine can carry warmth, memories, and quiet emotions that last far beyond the moment it's given.



Q: Why hand carving?

A: Because some things shouldn't be rushed. We choose craftsmanship over speed, allowing every piece to carry the marks of the hands that created it.



Q: Are your products mass-produced?

A: No. Every figurine is individually hand-finished, making each one subtly unique.



Q: Why are handmade products more expensive?

A: Behind every figurine are hours of skilled craftsmanship, carefully selected natural wood, hand painting, and quality inspection. You're not just purchasing a decoration—you're bringing home a piece of handcrafted art.



Q: Are slight imperfections normal?

A:Yes. Tiny variations in carving, wood grain, or paint are a natural part of handmade craftsmanship and are not considered defects.



Q: Is every figurine unique?

A: Yes. Just as no two trees grow the same, no two handcrafted figurines are exactly alike. Your piece is made to be uniquely yours.



⑧ Contact Us


Q: Still have questions?

A: We're always happy to help.
  • Email: pineaura.shop@gmail.com
  • Customer Support Hours: 00:00–10:00 EDT (Monday–Friday)
  • Response Time: Within 24 hours on business days