Choose a product
Compare available shapes, finished sizes and pack quantities.
Customer care
Help
Practical answers for choosing products, preparing custom work, ordering, delivery, damage, returns and website support.
Start with the task
Ordering, production and delivery answers
Use these direct paths when you already know what you need, or open the questions below for a practical answer.
Plan a custom project
Send a reference for personalization, different materials or larger quantities.
Get order support
Store a website support request with the order number and relevant details.
Frequently asked questions
Before ordering
Product suitability depends on the selected size, material, quantity and intended use.
How is the listed size measured?
Standard products use the longest side of the shape. The other dimension changes proportionally unless a reviewed custom project specifies both dimensions. See Materials, Sizes & Personalization.
Which material is used for standard website products?
Standard wooden products and instant custom silhouettes use 3 mm unfinished birch plywood unless the product page states otherwise. Acrylic families and non-standard materials require project review.
Can I order one piece before a larger pack?
When a product offers a one-piece sample option, use it to check scale, finishing and suitability before choosing a larger pack.
Can you make a shape from my photograph or sketch?
Many clear references can be redrawn as production outlines. Perspective, fine detail, structural strength and usage rights are reviewed before non-standard production.
Orders and delivery
After ordering
Keep the website order number and use the same sales channel where the purchase was placed.
Where can I see my website order?
Use My Account when the order is connected to your account. The checkout and order confirmation also contain the order number needed for support.
What should I send for a damaged or incomplete order?
Keep the packaging. Send the website order number, a description of the issue, photos of the external package and shipping label, and clear photos showing the affected pieces.
Where are shipping and return conditions explained?
Read the current Shipping & Returns page before ordering. Personalized and custom-made items may have different return limits, subject to applicable customer rights.
How do I ask about an Etsy order?
Use Etsy Messages from the relevant Etsy order. This keeps the marketplace transaction and conversation connected.