Frequently Asked Questions

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FAQs
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Monograms
Loyalty Program

Frequently Asked Questions

What is the difference between Emma and Penelope Rabbit? Or Reginald and Owen Fox?

Both Emma and Penelope 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. The same goes for Reginald and Owen Fox, Gwendolyn and Max Raccoon, Oliver and Catalina Mouse, and Lewis and Ella Toad!

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.

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.

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

Once a shipping label is created, our friendly package carriers such as USPS and UPS come to our workshop for pickup every business day. Sometimes, our friends over at USPS may skip a scan upon arrival to their facility. This is why you may see a package in pre-shipment for an extended period. Please note that this is common, and packages will arrive safely to their destinations in about 3 to 10 business days!

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.

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!

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 and pet free, and as tidy as we can manage.

What is your guarantee / return / exchange policy?

We want you to be delighted with your woodland friends! If you're not happy with your order, please let us know within a month of receiving it. You can send back unused toys or unworn kidswear with tags for or a full refund or exchange within 30 days of receiving your order. Please note that our hand embroidered monograms are non-refundable. We do not provide prepaid labels for returns and exchanges. You can reach us here to initiate your return or exchange.

Due to our dolls and animals' handmade nature, no two dolls look alike, or are completely symmetrical! It is the asymmetry that makes each of these dolls unique. We do not accept exchanges for limited edition dolls or animals that are sold out. Please note that we are not able to reserve inventory for pending or in-transit returns or exchanges.

If your animal breaks or you find a problem, we want to know about it. If the problem happened within the first six months as a result of normal use, we will fix it for free. If it's been longer, or your animal had a run-in with the cruel, cruel world (e.g. puppies, mud accidents, overzealous playing of doctor), we will work something out on a case-by-case basis.

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 take custom orders?

We do not take custom orders at this time, but at certain times we do provide minor alteration services for our collection of dolls. Email us at hello@hazelvillage.com for more information! Be sure to sign up for our email newsletter to be notified in case custom dolls or animals do make an appearance in the future.

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.

We usually ship within 10 business days via USPS. UPS can also be selected at checkout for $10. We can keep to the same timeframe whether or not you've ordered monograms. The mail takes about 3-7 days for US addresses, and about 7-14 days for overseas addresses. Please take note that due to COVID-19 and the busier holiday seasons, there may be additional time added to the shipping timelines.

For domestic orders, we offer $5 first-class shipping, $10 priority shipping, and free shipping for orders over $100. If you live in Canada, there is a shipping fee of $12.

For UK or Germany, it's $35 for orders under $100 or $50 for orders over $100. For most of the rest of the world, it's a $20 flat rate.

Many countries assess customs fees on packages sent from the US. Our shipping charges don't account for those, so you would be responsible for sorting it out in your home country.

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.

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.

Where are they made?

In addition to our full-time sewing team in Brooklyn, we work with teams of talented artisans in Nepal, Cambodia, 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!

What are they stuffed with?

We stuff the regular 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.

How can I wash the animals?

If your Hazel Village friend gets a little grubby, we recommend the following: First, try spot cleaning with a sponge. If that's not enough, try hand washing in hot soapy water. Rinse well, squeeze all the water out, and air dry. If necessary, you can wash your animal in the machine on the most gentle cycle. We suggest dressing it in one of our rompers, to protect their necks and extremities, then placing it in a delicates bag before it takes the plunge. You can machine dry it on low, but be careful - the stuffing may clump. Wool friends can only be washed by hand.

Frequently Asked Questions

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