Frequently Asked Questions

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FAQs
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Monograms
Loyalty Program

Frequently Asked Questions

Will I be allergic to the animals?

The animals are made of organic cotton and stuffed with hypoallergenic poly fill. They are stored in our workshop, which is smoke free and as tidy as we can manage.

How can I wash the animals?

You can read our washing recommendations for dolls and animals here.

Do all the doll clothes fit all the dolls/animals?

Ah, an excellent question! Indeed, all our doll clothing is made to fit our entire catalog of kid dollies & animals. It only makes sense that the all the clothes would be made to share, as the do Villagers love sharing! There are some exceptions though. Some of our hats or head accessories may be difficult for our toads to wear (unless there are ear holes, of course – then you have yourself a chic mask for your amphibian friends). Any headwear with straps (like bonnets) may be difficult to tie around the kid dollies' necks, as they don't quite have chins; and certain items like our straw hat do not fit quite so well on kid dollies either, since they were designed to accommodate the animals' ears.

What is the difference between Emma & Penelope Rabbit?

Emma and Penelope Rabbit are twin sisters! They are the same base animal. Their differences are in the outfits we've selected for them (for pre-dressed dolls) and the stories that they come with. For example, Emma is a big fan of May Day and practices May Day dances all year long while Penelope enjoys dressing up and craft-making.

How do I order a monogram?

Choose "Add Monogram" as you're shopping under the "Additions" section. Then enter the monogram letter you want from the dropdown menu. Learn about our hand-stitched monograms here!

My package is still in Brooklyn/pre-shipment. When will you be shipping it?

As soon as your order is packed up and a shipping label is created, your package is placed directly into a mail bag. Our neighborhood mail carriers visit our workshop to pick up outgoing packages every business day. Sometimes, a package may skip a scan upon arrival to a USPS facility. This is why your package's tracking link may show it as being in pre-shipment for an extended period, even though it has actually left our workshop and is in transit. Please note that this is common, and packages will arrive safely to their destinations in about 3 to 10 business days!

What is your return / exchange policy?

You can find our return/exchange policy here!

What are they stuffed with?

We stuff our dolls and animals with polyfill, which is clean and hypoallergenic, and stays springy for a long time even if washed in hot water. It is naturally fire-retardant, so it doesn't need to be treated with chemicals to comply with toy safety law.

Do you take custom orders?

We are not taking custom orders for animals or dolls at this time. Occasionally we do provide minor alteration services for our collection of kid dollies – you can email us at hello@hazelvillage.com for more information.

Making custom friends is a true labor of love, and as a small team we do not have the capacity to do so very often. In 2020, we held a Custom Animal Auction to fundraise for the organization Every Mother Counts. We made five custom animals for the five top bidders, and were able to raise over $13,000 for EMC.

Where are they made?

In addition to our full-time sewing team in Brooklyn, we work with teams of talented artisans in Nepal, Cambodia, Colombia, and Peru to create beautiful products made with skill, care and love. We believe that when someone cares about their work, it really shows. We're committed to ensuring that wherever our products are made, the workers make a living wage and enjoy good working conditions and policies. So we partner with several social enterprise factories that offer benefits like education and social services to their workers.

As we grow, we are able to guarantee our partner organizations more full-time work making our products, which allows them a steady source of income to plan and expand. These relationships with our producers are one of our favorite things about building Hazel Village. For more information, you can read Jane's blog post here!

How do you ship the animals?

All our woodland friends are lovingly wrapped in complimentary bandanas by our talented team of fulfillment elves in our Brooklyn workshop. See our shipping policy for info on specific shipping rates and timelines.

Do you ship internationally?

Indeed, we do! See our shipping policy to learn more.

How long will it take for my package to ship?

Our team of packing elves usually fulfill orders from our Brooklyn workshop within 1-5 business days. From there, USPS generally takes 2-7 days to deliver orders domestically depending on your location. However, when we have launches fulfillment time can increase. Learn more about our shipping policy here!

Where do you sell the animals? Can I carry them in my store?

Unfortunately at this time we have suspended our wholesale program. Keep an eye out in the future in case we do open wholesale once again!

I want an older version of an animal or outfit. Do you make it anymore?

On special occasions, we do bring back older versions of friends who once resided at Hazel Village. We recommend signing up for our email newsletter, or Oliver Mouse's Messaging Service, to stay up to date on our latest releases & Village news. Members of our loyalty program, The Hazelnuts, also receive exclusive perks that may or may not include access to older products from time to time. You can read more about our loyalty program & perks here.

Do you ever bring back or restock limited-edition animals? (Ex: Peaseblossom, Gaspard Duck, Ivy Goat ...)

If you look upon the Hazel Village map, you may notice a guest house. A couple times a year, special animal guests who wish to visit Hazel Village for a short time will reside in the guest house. These are our limited-edition friends! They are only available for a short time, so keep an eye out for the arrival of our esteemed guests throughout the year before they are gone! Rumor has it that once a year, an old limited-edition friend comes back to Hazel Village to visit. Read more about our limited-edition friends and some of our past animals here.

My order is a gift. Will you make it nice?

Absolutely! We treat every order we receive here at the Village as if it were a gift, so prices are excluded from all orders. The animals know ALL ABOUT making and giving presents, so naturally we offer complimentary gift wrap. All dolls and animals come wrapped in a bandana as well! We will wrap your order, hand write your note on a little card, and ship to the recipient's address. Please rest assured that smart humans are handling this.

Do you have a loyalty program?

Hazel Village and the animal friends are very lucky to have many loyal fans...who are, some might say, “nuts” for us. In appreciation, we created a loyalty club, and naturally, we named it the Hazelnuts! Read all the details here.

What do monograms look like?

One fancy letter, hand stitched on the animal's heart. See examples here.

Are they safe for babies?

The animals are suitable for all ages, because their faces are embroidered and they are soft. But if you leave an animal with a very young child, please remove any loose doll clothes (socks, scarves, hats, etc) that the baby could rip off and eat. You can learn more here.

Frequently Asked Questions

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