1) Our Team & Craftsmanship

We are a team of customer support specialists and skilled artisans. Our mission is to transform your real photos into meaningful keepsakes through:

  • Handmade sculpting (not mass-produced)

  • Photo-based likeness (focus on face, hairstyle, and key details)

  • Clear communication and responsible service

  • Careful packaging for safe delivery

Because every figurine is handmade, small variations may occur and are considered part of the handmade nature of the product.

2) Service Scope

We provide the following services:

  • Pre-order guidance: photo requirements, size/pose suggestions, customization options

  • Order confirmation: verify key details such as name/text, outfit, accessories, base style

  • Production support: progress updates and preview (where applicable)

  • Revision support: reasonable adjustments before completion (where applicable)

  • Shipping support: tracking help and delivery assistance

  • After-sales support: damaged/defective/wrong item handling under our policies

3) Customer Responsibilities (What We Need From You)

To achieve the best result, you agree to provide:

  • Clear, well-lit photos (front view recommended)

  • Accurate customization instructions (pose, clothing, accessories, text)

  • Timely replies during confirmation or revision stages (if we request your input)

If photos are unclear or instructions are incomplete, the final likeness may be affected.

4) Communication & Response Time

  • Support channel: Email — [Support Email]

  • Typical response time: within 24–48 hours (excluding holidays and peak seasons)

During peak seasons, response times may be longer, but we will respond as soon as possible.

5) Preview & Revision Service (If Applicable)

For many custom orders, we may provide a preview or progress photos.

  • Revision rounds: up to [1–3] rounds of reasonable revisions

  • Revisions may include: small facial detail adjustments, hairstyle refinement, minor color corrections, small accessory corrections

  • Revisions do not include: switching to a different person/photo set, changing the entire pose/outfit after confirmation, or major redesigns once production is advanced

If we request confirmation and you do not respond within [X days], we may proceed to complete the order to avoid production delays.

6) Handmade Accuracy Disclaimer

We aim for strong likeness based on your photo references. However, please understand:

  • Photos may differ due to lighting, angles, filters, makeup, or resolution

  • Handmade clay has material limits and may not replicate every micro-detail exactly

  • The final product is an artistic handmade interpretation, not a printed copy

We will always make reasonable efforts to improve the resemblance during the revision stage (if applicable).

7) Quality Control

Before shipping, we check:

  • Structural stability and overall finish

  • Major visual details (face shape, hairstyle, outfit, accessories)

  • Packaging protection (to reduce transit damage)

8) After-Sales Support Standard

If the item arrives damaged/defective/wrong, please contact us within 48 hours of delivery and provide:

  • Order number

  • Photos/video of the issue

  • Photos of packaging and shipping label (if possible)

We will review and provide a solution in line with our Return & Exchange Policy (replacement/partial refund/full refund depending on the case).

9) Respectful Conduct

We welcome feedback and strive to resolve issues fairly. We may refuse service (where permitted by law) in cases of:

  • Harassment, threats, abusive language

  • Fraudulent claims or intentionally misleading evidence

10) Policy Updates

We may update this policy from time to time. The newest version will be posted on the Site with an updated Effective Date.

11) Contact Us

WEN XIN (HONG KONG) TRADING CO., LIMITED
Website: https://wenxintrading.store/
Address: Room 803B, 8th Floor, West Bund International Building, 290-296 Yuen Chau Street, Cheung Sha Wan, Hong Kong