Thank you for considering a custom piece from Purring Embers Studio! Custom orders are a special collaboration, and we’re honoured to bring your vision to life in glass. To help set clear expectations, please review the terms below before placing your order.

💎 One-of-a-Kind & Handmade

Each piece is individually hand-sculpted by Amanda using torch-fired 104 COE soft glass, and as such, no two charms will ever be exactly alike. Slight variations in size, shape, symmetry, and colour are part of what makes your piece truly unique.

We do not use molds, and everything is shaped freehand in the flame—so while we aim for consistency and beauty, absolute precision or perfect replication is not possible, nor is it part of the handmade charm.

🎨 Colour Matching & Materials

We work with a carefully curated collection of soft glass rods, offering a wide (but not infinite) range of colours. While we always do our best to match your colour references, glass availability and flame behaviour may result in slight shifts or differences.

Some colours may appear differently once melted, annealed, or photographed, and some glass tones (such as colours containing silver) may vary from rod to rod. That’s part of the magic—and the challenge—of working with glass!

🖌️ Style Limitations

All custom pieces are created in Purring Embers Studio’s signature whimsical style—simplified, playful, and full of personality.

We do not offer realism-based customs (e.g. detailed portraits, true-to-life animals, or intricate likenesses). Instead, we interpret your ideas in a charming, stylised form that aligns with the aesthetic you see in our existing designs.

If you’re unsure whether your idea is a good fit, feel free to send us a message first—we’ll be happy to guide you!

🎀 Custom Process & Approvals

Before we complete your piece, we’ll send you preview photos of your charm(s) for approval. This is your chance to let us know if anything feels off or needs adjusting. If we don’t hear back from you within 72 hours*, we’ll assume you’re happy and will move forward with finishing and shipping your order.

*Before we start your piece, you’ll receive an email letting you know we’ve reached your spot in the queue and are about to begin your special custom piece(s). We kindly ask you to check your inbox and spam folder periodically during this time so you don’t miss our email.

⏳ Turnaround Time & Delays

Custom orders typically take 6–10 weeks to complete, but this may vary depending on complexity, queue length, or unexpected delays (such as artist illness or studio maintenance).

If you need your piece by a specific date, please let us know before placing your order—we’ll do our best to accommodate your timeline.

We reserve the right to decline any rush requests if the expected delivery date is too close to the order date, or if we feel the turnaround may compromise the quality of the piece.

📦 Cancellations & Refunds

Because each custom is made just for you, custom orders are non-refundable, non-returnable, and cannot be cancelled once discussions and glasswork for your customs have begun.

If you contact us before we start your piece (i.e. melting of glass), we may consider a partial refund, but this is granted at our discretion and subject to a cancellation fee to cover material and planning costs. We reserve the right to refuse refund, exchange, and cancellation requests for any reason.

🔨 Damages & Issues

We pack your one-of-a-kind custom pieces with lots of care (and extra padding!) to make sure they arrive safe and sound. However, once your parcel leaves our hands, it's in the care of the postal system—and we sadly can’t be responsible for any breakage that occurs during transit.

Please note that damages during shipping are not eligible for returns, refunds, or exchanges. We appreciate your understanding and encourage you to reach out if you have any concerns—we’re always happy to help however we can.

✅ What We Can (and Can’t) Do

🩷 We can customise colours, fruit/veggie/animal types (in our style), and charm arrangements.

🧡 We cannot promise perfect symmetry, tiny intricate details, or realism.

💛 We may decline custom requests that don’t fit our aesthetic or are technically unworkable in glass.

💌 Stay in Touch

We’re always here to answer questions before you commit to a custom piece. Just email hello.purringembersstudio@gmail.com and we’ll be happy to help.

By placing a custom order, you agree to these terms and trust us to bring your idea to life with care, creativity, and a little sparkle of magic.

Thank you for supporting my small business!💝