About MiMu
MIMU (mimuart.com) creates 100% handmade custom pet keepsakes, sculptures, ornaments and personalized pet memorial gifts. Every piece is uniquely handmade to order based on your photos and custom requirements.
Contact & Return Information
- Email: support@mimuart.com
- Return shipping address: No.27 Baomin 2nd Road, Xixiang, Bao’an District, Shenzhen City, Guangdong Province, China
- Service hours: 9:00–18:00 (GMT+8, Monday to Friday)
Responses may be delayed on weekends and public holidays, but we will reply within 24 hours.
Please include your order number in all inquiries for quicker processing.
1. Order Cancellation
- Full refund if cancelled within 24 hours of payment.
- Cancellations after 24 hours but before production starts: a 30% service & material fee will be deducted.
- No cancellations allowed once production has begun.
2. Returns & Exchanges
All items are custom handmade, so returns and exchanges are NOT accepted for:
- Change of mind
- Dislike of design or color
- Wrong size selected
- Minor handmade variations (normal for artisanal products)
3. Damaged & Quality Issues
If your item arrives damaged or with obvious quality defects:
- Contact us within 7 days of delivery with clear photos/videos of the item and package.
- We will provide replacement, repair or partial refund after verification.
- Return shipping for verified quality issues will be covered by MIMU.
4. Shipping & Customs
- Original shipping fees are non-refundable once shipped.
- Any customs duties, taxes and import fees are the buyer’s responsibility and non-refundable.
5. Refund Processing
Approved refunds will be processed within 7–15 business days and returned to your original payment method.
