FAQ
General Questions
What is Metis Grace?
Metis Grace creates meaningful personalized gifts and handcrafted keepsakes designed to preserve your most precious memories. From hand-painted portraits and custom jewelry to personalized lamps and ceramic keepsakes, every piece is thoughtfully created with care and attention to detail.
Do you accept custom orders?
Yes. Most of our products are made especially for each customer.
You can provide your photos, names, dates, or design ideas during the ordering process. Our artists and craftsmen will create your item based on the information provided.
For special customization requests, please contact us at:
How long does it take to receive my order?
The total delivery time includes both production time and shipping time.
Processing Time:
- Standard items: 5–7 business days
- Custom / personalized items: 7–10 business days
Shipping Time after dispatch:
- Standard Shipping: 7–15 business days
- Expedited Shipping: 3–5 business days
Processing time may be longer during busy seasons such as Christmas, Valentine's Day, Mother's Day, and Black Friday.
Do you provide tracking information?
Yes.
Once your order has shipped, a tracking number will be sent to your email.
Please allow 2–3 business days for tracking information to update after shipment.
Do you ship internationally?
Yes.
Metis Grace ships to most countries and regions worldwide through trusted logistics partners, including DHL, FedEx, UPS, USPS, YunExpress, and other available carriers.
Shipping availability may vary depending on destination and local regulations.
How much does shipping cost?
We offer:
Standard Shipping
- Free shipping on orders $49 and above
- $7.90 shipping fee for orders under $49
Expedited Shipping
- $19.99
Shipping fees will be displayed at checkout before payme
Are customs fees or import taxes included?
No.
For international orders, customs duties, VAT, or import taxes may apply depending on your destination country.
These charges are determined by local customs authorities and are the customer's responsibility.
What payment methods do you accept?
We accept secure payments through:
- PayPal
- Credit Cards
- Shop Pay
All transactions are protected using SSL encryption.
What is your return policy?
We accept eligible returns within 30 days of delivery.
To qualify:
- Items must be unused
- Items must be in original condition and packaging
- All accessories and included items must be returned
Customized or personalized products are generally not eligible for return unless they arrive defective, damaged, or significantly different from the approved design.
For return assistance, please contact:
Hand-Painted Portraits
What types of photos can be used for a custom portrait?
We recommend clear, high-resolution photos where the subject's face and important details are visible.
You can provide photos of:
- Pets
- Family members
- Couples
- Special moments
If you have multiple photos, our artists can help combine details from different images when possible.
Can I preview my artwork before shipping?
Yes.
For custom hand-painted portraits, we can provide photos of the finished artwork before shipping.
If adjustments are needed, please contact us within 24 hours after receiving the preview.
Once approved, we will arrange shipment.
How long does a custom painting take?
Custom paintings usually require:
Creation Time:
7–10 business days
Shipping Time:
7–15 business days depending on the shipping method and destination.
Since every painting is handmade, production time may vary slightly depending on the complexity of the artwork.
Are the paintings handmade?
Yes.
Each portrait is individually created by artists based on your provided photos.
Because handmade artwork involves manual painting processes, slight differences in color, texture, and brush details may occur. These variations are part of the handmade character of each artwork.
Do you offer framed paintings?
Yes.
Available options may include framed or rolled canvas depending on the product selection.
For framed artwork, hanging accessories may be included.
Rolled canvas artworks will require local framing before display.
Can you paint more than one pet or person in one portrait?
Yes.
Multiple subjects can usually be included depending on the selected size and complexity.
Please contact us before ordering if you would like a portrait with multiple people or pets.
Custom Jewelry
What materials are your custom jewelry made from?
Most of our personalized jewelry is crafted from S925 sterling silver and available in White Gold, Gold, and Rose Gold finishes.
Some selected designs are also available in titanium steel (stainless steel), offering a durable and lightweight option for everyday wear.
Is custom jewelry suitable as a gift?
Yes.
Personalized jewelry makes a meaningful gift for pet lovers, family members, couples, birthdays, anniversaries, and other special occasions.
Each piece is carefully packaged in a gift box and prepared for delivery.
How long does custom jewelry production take?
Custom jewelry requires time for personalization and production.
The usual processing time is:
7–10 business days
After production, your order will be shipped according to the selected shipping method.
Can I change my customization details after ordering?
Please contact us as soon as possible if you need to change customization details.
Because personalized jewelry enters production quickly, changes may not be possible after production begins.
How should I care for my jewelry?
To maintain your jewelry:
- Avoid contact with chemicals, perfumes, and harsh cleaners
- Remove jewelry before swimming or showering
- Store in a dry place when not wearing
Custom Pet Lamp
How is a custom pet lamp made?
Each custom lamp is created based on your pet photo or design request.
The design is carefully prepared and combined with handmade production techniques to create a personalized decorative lamp.
What photos work best for custom lamps?
Clear photos with visible pet features work best.
Front-facing or slightly angled photos usually provide better details for customization.
Is the lamp suitable as a gift?
Yes.
Custom pet lamps are designed as personalized gifts for pet lovers, birthdays, memorial occasions, and special moments.
Each lamp is packaged carefully before shipping.
Custom Ceramic
What types of custom ceramic products do you offer?
Metis Grace creates personalized ceramic keepsakes based on customer photos and ideas.
Products may include custom ceramic gifts, pet-themed ceramic items, and personalized home decorations.
Are handmade ceramic products exactly identical?
No.
Each ceramic item is individually handmade.
Small variations in shape, color, glaze, or details may occur due to the handmade production process. These differences make each piece unique.
How do you package ceramic products?
Ceramic products are carefully packaged with protective materials to reduce the risk of damage during transportation.
If your item arrives damaged, please contact us within 48 hours with photos of the issue.