Question 1

What does “made to order” mean?

Accepted Answer

Made-to-order means the piece is crocheted after you order it, so it takes longer than something already on the shelf. The lead time is shown on the product page, in the cart and at checkout, with an estimated dispatch date.

Question 2

How long is a quote valid, and can I negotiate?

Accepted Answer

A quote is valid for 7 days. You can counter it up to two times with a price you have in mind, and the maker will accept, adjust or explain what would change the price.

Question 3

Can I change an existing product?

Accepted Answer

Yes. Use 'Customize this' on a product page to ask for different colours, sizes, a name or other details, and the maker will send a quote for your version.

Question 4

Is it safe to pay?

Accepted Answer

Payments are processed on Razorpay's secure payment page. The shop never sees or stores your full card number, UPI PIN or OTP.

Question 5

When is cash on delivery not available?

Accepted Answer

Cash on delivery is never available for made-to-order pieces, personalised pieces, custom work orders or international orders. Those are paid online because the maker starts making them for you.

Question 6

Who pays customs duties?

Accepted Answer

The buyer pays customs duties, import taxes and courier handling fees set by the destination country. They are not included in the price and are collected by the courier or customs.

Question 7

Can I pay on delivery abroad?

Accepted Answer

No. International orders are prepaid only.

Question 8

Can I return a ready-to-ship piece?

Accepted Answer

Yes. Within 7 days of delivery you can ask for an exchange or a refund on a ready-to-ship piece if it is unused. An unboxing video is needed for damage claims.

Question 9

Can I return a made-to-order or personalised piece?

Accepted Answer

Made-to-order and personalised pieces cannot be returned for change of mind because they are made for you. If one arrives damaged, faulty or not as ordered, the maker will replace, repair or refund it when reported within 7 days.

Question 10

When will I get my refund?

Accepted Answer

Approved refunds go back to the original payment method and reach you in 5 to 7 business days. Some banks take a few days more to show it.

Question 11

How do I wash a crochet piece?

Accepted Answer

It depends on the fibre. As a rule, wash in cool water with mild soap, do not wring, and dry flat in the shade. Follow the care note on the product page.

Question 12

Will the colour match the photo?

Accepted Answer

Very close, but not always exact. Yarn dyes vary between batches and screens differ. You can ask for a photo in natural light before ordering.

Question 13

Are the plushies safe for babies?

Accepted Answer

Plushies and small parts are not toys for children under 3 unless the product page says the piece is made for that age. Young children should always be supervised.

Question 14

Can you make a Disney, Pokémon or other cartoon character?

Accepted Answer

No. FuzzBall Factory makes original designs only. Licensed and copyrighted characters belong to their owners, so they are not made or sold. The maker can suggest an original design based on the colours, mood and features you like.

Questions, answered

Lead times

Custom orders

Payments

Cash on delivery

International shipping

Returns and refunds

Care

Licensed characters

Still not sure?

Lead times

What does “made to order” mean?

How long until my order ships?

I need it by a certain date. Can you do that?