Order Process
Order Process
At PINEAURA, every sculpture is made to order — carved and painted by hand after you place your purchase. That means no two pieces are ever identical, and yours is made with your order in mind from the very first cut.
Estimated total delivery time: 9–20 business days from order date.
During peak seasons (Christmas, Lunar New Year, and major holidays), please allow an additional 3–5 business days for both crafting and shipping.
Step 1: Order Received
As soon as you complete checkout, you'll receive an automated confirmation email. Your order is now in Pending status.
Please review your shipping address and item selection carefully. If anything looks incorrect, contact us at pineaura.shop@gmail.com within 12 hours of placing your order — changes cannot be made once carving has begun.
Step 2: Hand-Carving & Painting
This is where the magic happens. Our craftspeople begin hand-carving your sculpture from a fresh piece of linden wood, then paint it by hand using water-based, non-toxic pigments. Because every piece is made from scratch, please allow 2–5 business days for your order to be crafted and pass our quality inspection.
You'll receive an email once your piece has been completed and is ready for shipment.
Step 3: Packaging & Shipment
Your finished sculpture is carefully packed in our signature matte black gift box and handed over to our international shipping partner. You'll receive a shipping confirmation email with your tracking number at this stage.
All shipments include end-to-end tracking, so you can follow your package from our studio to your door.
Step 4: International Delivery
We know that waiting for a handcrafted piece takes patience — and we think it's worth it. International orders typically arrive within 7–15 business days after shipment, depending on your location and local customs processing.
You'll receive email notifications at key tracking milestones along the way, and you can check your shipment status anytime using the tracking link in your confirmation email.
Your sculpture has been made specifically for you. Good things take time — and we promise it will be worth the wait.
Step 5: Unboxing
When your package arrives, take a moment — it's been on quite a journey. We recommend inspecting your sculpture upon arrival and, if possible, filming or photographing the unboxing process. In the rare event of shipping damage, this documentation helps us resolve the issue for you as quickly as possible.
If your item arrives damaged or defective, please contact us at pineaura.shop@gmail.com within 48 hours of delivery with your order number and photos. We'll make it right.
Our Commitment to You
Every PINEAURA piece is made with patience and intention. From the first chisel stroke to the moment it lands on your shelf, we're with you the whole way. If you have any questions at any stage, reach out to us at pineaura.shop@gmail.com — we're always happy to help.