Frequently asked questions

Yes — every design is painted with a sharpened bamboo stick by one artist, start to finish. No stencils, no prints, no transfers. Watch the process on our craft page.

The weave is sealed and framed in leather trim, made for daily carry. It resists light rain; avoid soaking, and wipe clean with a dry cloth.

The Luxury Tote (30 × 10 × 25 cm, 5 compartments) is the structured work bag; the Premium Pro (26 × 18 × 9 cm, 3 compartments) is the compact everyday piece. See the comparison.

Standard bags use premium vegan leather. A genuine-leather edition is available on request — mention it in your order notes or contact us.

Bright, front-facing, eyes clearly visible, taken at your pet's eye level. One photo is enough — our artists handle the rest.

Yes. For pet portraits and custom requests we email a sketch within 2–3 days. Painting begins only after you approve it.

One to three hand-painted initials, in the style shown on the product page.

Absolutely — a childhood home, a wedding bouquet, anything meaningful. Send us your idea and we'll quote it.

Made to order: 3–7 days to craft and paint, then tracked shipping to the US. You'll get the tracking number the moment it ships.

Yes, each bag ships from our studio in Vietnam. US orders under the de minimis threshold typically incur no extra fees.

Sometimes — it depends on the artists' queue. Contact us with your deadline before ordering.

Personalized bags are final sale. If your bag arrives damaged or flawed, send photos within 7 days and we'll repaint or replace it free. Full details in the returns policy.

Yes — plain bags can be returned within 30 days, unused, in original packaging.

Within 24 hours of ordering, yes — after that your bag may already be on the artist's table. For pet portraits, you can still adjust details at the sketch-approval step.