Legal Information

Felting Memories Chemin de la Mousse Thonex, Switzerland

Contact Email: Website: feltingmemories.com

Social Media Instagram: @feltingmemories Etsy: feltingmemories

Last updated: March 2026

What data we collect

When you place an order or contact us, we may collect:

• Contact information: name, email address, shipping address
• Pet photos: images you provide for your custom portrait
• Payment information: processed securely by Shopify — we never see or store your full payment details
• Communication history: messages exchanged during the creation process

How we use your data

Your data is used solely to:

• Fulfill your order and create your custom portrait
• Communicate with you about your order and provide progress updates
• Ship your completed portrait
• Respond to your questions or requests

We do not sell, rent, or share your personal data with third parties for marketing purposes.

Third-party services

We use the following services to operate our business:

• Shopify (checkout & payment processing) — Shopify Privacy Policy
• Crisp (live chat) — Crisp Privacy Policy
• Formspree (contact form) — Formspree Privacy Policy
• Etsy (marketplace listings) — Etsy Privacy Policy

Each service has its own privacy policy governing how they handle your data.

Cookies

Our website uses minimal cookies required for the shopping cart and live chat functionality. We do not use advertising or tracking cookies.

Your rights

Under Swiss data protection law (nDSG) and the EU General Data Protection Regulation (GDPR), you have the right to:

• Access the personal data we hold about you
• Correct inaccurate data
• Delete your data (right to be forgotten)
• Object to processing of your data
• Export your data in a portable format

To exercise any of these rights, please contact us at .

Data retention

We retain your personal data only as long as necessary to fulfill your order and comply with legal obligations. Pet photos used for creating your portrait are kept for reference in case of repair requests, and can be deleted upon your request.

Last updated: March 2026

Orders and custom work

All portraits are custom-made to order based on photos you provide. By placing an order, you confirm that:

• You own the rights to the photos provided, or have permission to use them
• You understand that each piece is handcrafted and minor variations in color or texture are inherent to the art form
• You have read and accept our refund policy

Pricing and payment

• All prices on our website are listed in Swiss Francs (CHF) and converted to your selected currency for display purposes
• Payment is due at the time of ordering
• Payment is processed securely through Shopify

Creation process

• We will contact you after your order to discuss your photos and any special requests
• You will receive progress updates with photos and videos during creation
• We make adjustments based on your feedback before completion
• You approve the final piece before shipping

Refund and cancellation policy

• Before work begins: Full refund available
• After work begins: Refunds are generally not available for custom items, as materials and time have already been invested
• Damaged in transit: Contact us with photos of the damage and we will work with you to resolve the issue

Intellectual property

• All designs, photographs of our work, and website content are the property of Felting Memories
• We may photograph your completed portrait for our portfolio and social media, unless you request otherwise

Shipping and delivery

• We ship worldwide from Switzerland
• Shipping times are estimates and may vary due to customs processing or postal service delays
• Customs duties and import taxes for international orders are the responsibility of the recipient
• Risk of loss transfers to you upon delivery to the shipping carrier

Liability

• Felting Memories is not liable for delays caused by shipping carriers, customs, or events beyond our control
• Our liability is limited to the purchase price of your order

Governing law

These terms are governed by the laws of Switzerland. Any disputes shall be subject to the jurisdiction of the courts of Geneva, Switzerland.