A little companion
For desks, shelves and everyday moments.
Kiki's Handmade Studio
Questions, answered
Find clear answers about our handmade companions, custom keepsakes, shipping and returns.
Still unsure? Our team is happy to help. Contact us
Creations & products
What makes Kiki’s products unique?
Each companion is made by hand in our UK studio, so small details and character can vary. Ready-made pieces are one of a kind unless a product page says otherwise.
Can sold-out products be reproduced?
Some sold-out pieces can return and others are unique. If a restock is planned, we’ll share it when available; contact us if you’d like to ask about a specific piece.
Orders & payments
Which countries do you ship to?
We ship to the countries available in the country/region selector at checkout. Availability and delivery options are shown for your destination before payment.
How can I place a custom order?
For a custom kitten, open Create Your Own on the product page and upload one clear front photo. Add any personalisation notes and place your order. We’ll email you a preview for approval before dispatch. For a more complex or different bespoke request, contact us through email or Instagram so we can confirm what’s possible, timing and price before you order.
Can I cancel my order?
To request a cancellation, email kiki-magic@lunarcite.com within one hour of placing your order. After that, the order may already be in preparation; see our Refund Policy for return options.
Can I change my order?
Email kiki-magic@lunarcite.com within the first hour and we’ll try to help with delivery details or a gift message. To add another item, place a separate order and let us know promptly so we can check postage options.
Which payment methods do you accept?
Available payment methods are shown at checkout and may include Visa, Mastercard, American Express, Apple Pay, Google Pay, PayPal and Klarna, depending on your market.
Is my payment secure?
Payments are processed through Shopify’s secure checkout and the payment methods shown for your market. We do not receive or store your full card details.
Shipping & delivery
How long does shipping take?
Ready-to-ship items are usually packed within 1–3 business days. Custom or made-to-order pieces typically take 7–15 business days before dispatch. Delivery time then depends on your destination and service; see our Shipping Policy for details.
How do I track my order?
We’ll email tracking details when your order is dispatched. If you have an account, tracking is also available in your Orders section.
What does shipping cost?
Shipping is calculated at checkout based on destination and order. Free delivery is available on orders over £19 within the UK, $29 to the US, €25 to eligible euro-area countries and $29 to other destinations. See our Shipping Policy for current details.
Returns & care
Can I return my item?
Return eligibility and instructions are set out in our Refund Policy. If you need help, contact email or start from your Account Centre.
How long do returns take?
Once we receive and check your returned item, approved refunds are processed within 5 business days. We’ll email you when your refund has been processed. Your bank or card provider may need additional time to show it in your account.
Can you repair my item?
We don’t currently offer repairs or resizing. Please contact us if you’d like help with a specific item.
Codes & offers
My promo code doesn’t work
Check the code is entered exactly as provided and that your basket meets its terms. If it still doesn’t work, email kiki-magic@lunarcite.com. Codes from third-party sites may be expired or unauthorised.
Can I use more than one discount code?
Only one discount code can be used per order unless the offer says otherwise.
Need a hand?
Questions about an order or product? Email kiki-magic@lunarcite.com or message us on Instagram.
