• First, choose the product and customization options that suit you, then state your wishes and upload photos of your pet.
• After receiving your order, we verify the information provided, then design and create your piece taking into account your pet's characteristics and the selected style. Once the piece is finished, it is carefully checked, packaged, and shipped. When the delivery method allows, you will receive tracking information after shipment.

• Each custom Maison Scott ceramic creation typically goes through about 10 main steps, from receiving photos to final packaging:

1. analysis of the pet's characteristics,
2. design,
3. hand-modeling,
4. natural drying,
5. first firing,
6. hand-painting,
7. glazing,
8. final firing,
9. finishing touches and quality control,
10. and then secure packaging.

• After receiving your order, we study the face shape, colors, coat patterns, expression, and unique characteristics of your pet. These elements are then combined with the shape, colors, and customization options you chose to define the creative direction.
• The piece is then individually hand-modeled and painted, before going through the various stages of drying, firing, and glazing. Once manufacturing is complete, we check its appearance, personalized details, and overall quality, then carefully package it before shipping.
• Each creation is made especially for your pet and is not the result of industrial mass production.

• Choose clear, well-lit photos without strong filters, where your pet's face, eyes, coat color, and main features are clearly visible. Avoid blurry, overly dark, heavily retouched images, or those where your pet is partially hidden.
• We recommend sending multiple photos taken from different angles, including front, profile, and an angle that highlights its unique characteristics. If the creation represents your pet's full body, also include photos clearly showing its silhouette, paws, tail, and color distribution. Whenever possible, prioritize photos taken around the same time to ensure a consistent appearance.

• Yes. Some Maison Scott creations can feature multiple animals on a single piece. When placing your order, select the desired number of animals and upload clear photos of each. You can also specify your preferences regarding their arrangement, posture, or overall composition in the customization section.
• The possibility of adding multiple animals, as well as any additional fees, depends on the chosen product and the complexity of the creation. Please refer to the options indicated on the product page.

Yes. Maison Scott can also create custom pieces featuring rabbits, birds, horses, snakes, and other pets.

• For ceramic creations that are directly sculpted or hand-painted, we cannot provide a preview before manufacturing. The final result gradually takes shape during the artisanal work, glazing, and firing.
• A photo of the finished creation can be sent once the piece is completed. This photo is for informational purposes only and does not constitute a validation step. Once the piece is finished and fired, it cannot be modified.

• No. A Maison Scott creation is not a mechanical or photographic reproduction of your pet. It is a handcrafted interpretation made from the photos provided, taking into account its expression, colors, silhouette, and particular characteristics.
• Each piece is shaped, painted, and finished by hand, which makes it unique. Even from the same photo and made by the same person, a new creation will naturally show slight differences.
• Glazing and firing can also lead to subtle variations in color, texture, or detail. These specificities are part of the natural character of handcrafted ceramics and do not constitute a defect.

• Each Maison Scott creation is sculpted, painted, and worked by hand. Therefore, slight variations may appear in the shape, brushstrokes, textures, or arrangement of certain details.
• Ceramics also evolve naturally during drying, glazing, and high-temperature firing. The shade, glaze texture, or final dimensions may thus vary slightly compared to presentation photos or another creation. These particularities do not alter the quality of the piece: they attest to the unique character of artisanal ceramics.
• However, damage related to transport, a significant crack, abnormal deformation, or personalization not conforming to the order are not considered artisanal variations. In this case, please contact us.

• The manufacturing time for a custom creation is generally 5 to 10 business days. This period begins once we have received all the personalization information and sufficiently clear and complete photos.
• Once the creation is finished, checked, and packaged, the delivery time is generally an additional 5 to 10 business days, depending on the destination country and the carrier's conditions.
• These times are indicative and may be extended during peak periods, public holidays, or in the event of unforeseen circumstances related to manufacturing or transport.

• We currently do not offer an express manufacturing service. Custom creations are made in the order in which orders are validated, so that each piece can go through all the necessary steps of manufacturing, drying, glazing, firing, and quality control.
• If your order is for a birthday, holiday, or other special date, we recommend allowing enough time for manufacturing and delivery. Lead times may be slightly longer during busy periods and approaching holidays.

• Each custom Maison Scott creation goes through approximately 10 main steps, from photo reception to final packaging: analysis of the animal's characteristics, design, hand-modeling, drying, first firing, hand-painting, glazing, final firing, finishing and quality control, then secure packaging.
• Each piece is made individually, taking into account your pet's appearance and peculiarities. This is not industrial mass production. Drying and the various firings also require an incompressible amount of time, as some steps can only begin once the previous one is fully completed.
• This timeframe is therefore necessary for each creation to carefully follow all the manufacturing steps. Depending on the type of product, some steps and their order may vary slightly.

• Yes. The prices displayed on the Maison Scott website include applicable taxes as well as any customs duties and clearance fees related to the import of your order.
• For destinations offered on our site, no additional fees will be requested upon delivery.

• Once your creation is complete, inspected, and shipped, delivery typically takes between 5 and 10 business days, depending on the destination country or region, local logistical conditions, and carrier transit times.
• Please note that the delivery time does not include the time required to manufacture your custom creation.

• Yes. When placing your order, simply provide the name, delivery address, and contact details of the person you wish to give the creation to. We will ship the package directly to them.
• Each piece is carefully packaged to protect it during transport, while paying particular attention to its presentation and the joy of discovery. Your creation can therefore be sent directly as a ready-to-give gift.

• Yes. Each Maison Scott creation is carefully packaged. We ensure the piece is protected during transport, while also paying close attention to the presentation and unboxing experience, so your order can be gifted directly.
• No prices are included in the package. If you wish to send the gift directly to its recipient, simply provide their delivery details when placing your order.

• After your order is confirmed, the production of your personalized creation generally begins within 24 hours.
• If you wish to modify the personalization information or cancel your order, please contact us as soon as possible within 24 hours of payment. As long as production has not started, we will do our best to accommodate your request.
• Once the creation has entered the design, modeling, painting, or personalized manufacturing phase, the order can no longer be modified or canceled, and no refund can be granted in case of a change of mind. As each piece is made specifically from your photos and instructions, it cannot be resold.

• If your order arrives damaged, please contact us, if possible, within 24 hours of receiving the package, providing us with the following:
• – your order number;
  – a photo of the outer packaging;
  – a legible photo of the shipping label;
  – overall and detailed photos of the damaged item.
• Please keep the damaged item, the outer packaging, and all protective materials until we instruct you on the next steps.
• After verification, if the damage is transport-related, we will arrange a free remanufacture or replacement, as well as its reshipment. If a remanufacture or replacement is not possible, an alternative solution will be offered to you in accordance with applicable rights.
• Reporting within 24 hours allows us to process your request more quickly and simplify procedures with the carrier. It does not limit your legal guarantees.

• If the product received does not match your order, please contact us, if possible, within 24 hours of receiving the package, providing us with the following:
• – your order number;
  – a photo of the outer packaging;
  – a readable photo of the shipping label;
  – overview and detailed photos of the product received in error.
• Please keep the product, the outer packaging, and all protective materials until we instruct you on what to do next. Do not return the product on your own initiative.
• After verification, if the product received does not match your order, we will arrange for the free production or shipment of the correct product. We will also cover any return costs for the product received in error, as well as reshipment costs.
• If replacement or new production is not possible, we will offer you a refund or another suitable solution, in accordance with applicable rights.

• Maison Scott ceramic pieces for everyday use can be treated like your regular dishes. To preserve the hand-painted designs, embossed elements, and the appearance of the glaze for longer, we recommend cleaning them with lukewarm water and a mild detergent, without an abrasive sponge.
• Also, avoid sudden temperature changes, such as placing a cold piece directly into a very hot environment. For creations with embossed elements or delicate details, hand washing is preferable.

• This depends on the shape and finishes of the creation. For pieces with embossed elements or delicate artisanal details, we recommend handwashing to limit the risk of impact, wear, or damage to decorative elements.
• Creations adorned with gold, silver, or metallic effect finishes should never be microwaved. Dishwasher use is also not recommended to preserve their appearance.
• Pieces intended for daily use, without embossed elements or metallic finishes, can be used in the dishwasher and microwave like classic ceramic tableware, unless otherwise stated on the product sheet. Please always consult the care instructions specific to each creation.

Yes. Our ceramic pieces for everyday use are made with underglaze decorations and comply with food contact requirements. They can be used to serve food and beverages.