Frequently asked.
Twelve questions. No marketing copy, no padding.
How long does delivery take?
Most orders arrive within three to seven working days across the EU and the UK. Each product page lists the exact dispatch and delivery window for the destination country at the time of checkout. Tracking is sent automatically once the order leaves the warehouse.
Where do you ship?
Across the EU and the UK. Switzerland, Norway, and other European non-EU destinations on request — write to us before ordering.
What is the return policy?
Thirty days from delivery. Unused, in their original packaging. We pay the return shipping. See the Returns page for the process.
Is shipping free?
Free across the EU on orders over €60. Below that, a flat €5.90 to all EU destinations. Free returns always.
Where are your products made?
The current range is sourced from a small network of European suppliers and finishing workshops. Specific provenance is being moved toward a private-label arrangement with a Dutch and a British manufacturer over the next quarter — at which point each product page will state its country of make. Until then, individual country-of-origin information is available on request.
Are your shampoos safe for puppies / kittens / sensitive skin?
The Bathing Wash is calibrated to a pH range appropriate for adult dogs and most cats with no diagnosed dermatological condition. For puppies under six months, kittens under three months, or animals with diagnosed sensitive skin, we recommend consulting your veterinarian before changing routine. We do not currently make a specific puppy or kitten formulation.
My dog doesn't like being brushed. Will the Coat Brush change that?
Possibly. The Coat Brush is shaped to apply less downward force than most pet brushes, and weighted so it draws steadily through the coat rather than pulling at it. Animals who dislike brushing usually dislike the sensation of pulling at the skin. Used slowly, in short sessions, most animals tolerate the Coat Brush better than what they were brushed with before. If after thirty days you find it has made no difference, return it.
Can I use the same shampoo on my dog and my cat?
The Bathing Wash is formulated for both. Cats are usually less tolerant of bathing than dogs are; the Wash is mild enough that it can be used on cats who need a bath without further dilution.
How do I care for the wooden-handled tools?
Rinse the metal head after each use. Wipe the handle with a dry cloth. Do not submerge or put through a dishwasher. Once a year, a thin layer of food-grade mineral oil rubbed into the handle restores the finish.
Do you offer gift wrapping?
Yes, at no extra cost. Select gift wrapping at checkout and add a short message in the field provided. Orders are wrapped in brown waxed paper and a paper sleeve printed with the monogram. No price tags inside.
Do you have a physical store?
Not at present. The range is available online only.
How do I contact you?
Email hello@hewn.studio. Replies usually arrive within one working day. If your question is about an order, include the order number — it sits in your confirmation email.