FAQ (Frequently Asked Questions)
Welcome to the Onpoki crochet FAQ – here you’ll find answers about patterns, handmade dolls, and orders.
What kind of products do you sell?
I design original crochet patterns so you can make your own dolls, with step-by-step instructions and plenty of photos to guide you.
I also sell finished pieces… keepsake dolls, decorative accessories, and custom orders. Most are my own designs, but I sometimes use patterns from fellow designers I admire (always credited on the product page).
Custom requests are welcome… I can create something from scratch, adapt one of my designs, or bring to life a pattern from a fellow designer that you already love.
Physical product orders
Where are the dolls made?
Each piece is handmade by me, Paula, in Queenstown, New Zealand, in a smoke-free and pet-free home.
How long does it take to make them?
All dolls are made to order. The standard making time is around 2 weeks, plus shipping. If you need your order urgently, please contact me to check my current waiting list.
How are the orders shipped?
I use NZ Post for all shipments, with a tracking number included. The cost and delivery time depend on the option you choose at checkout. Shipping times depend on NZ Post delivery services (nzpost.co.nz)
Do you ship internationally?
For now, my shop only offers international shipping to Australia, as shipping from New Zealand to most countries is quite expensive. But if you’d really love to have a doll made by me, please send me a message and I can check how much it would cost to ship to your country.
Can I choose the colours?
Some dolls already come with preset colours, but I can absolutely make one special for you (as long as I have the shades you want). Send me a message and we can see if your idea is possible.
Do you take custom orders?
Yes, although it depends on several factors. Send me a message and we can see if it’s possible and what the price would be (depending on the complexity of the design, whether I need to create it from scratch, or if I have to buy a pattern from another artist).
Digital patterns (PDF)
How do I receive my pattern after purchase?
Once the payment is complete, you’ll receive a direct download link in your account and by email. The files are in PDF format, and you can choose the language if the pattern includes multiple versions.
What do I need to open the file?
You can open it with any PDF reader, such as Adobe Reader, on your computer, tablet, or phone.
Can I download it from my phone?
Yes, you can download it from any device.
Can I sell dolls made using your patterns?
Yes, as long as you credit Onpoki as the pattern designer in your product description.
Can I share or resell the patterns?
No. The patterns are for personal use only and cannot be shared, reproduced, or resold in any form.
Payments and refunds
What payment methods do you accept?
Main methods: PayPal, Visa, Mastercard, American Express (Amex), Discover, Apple Pay, Google Pay, Afterpay, Affirm, Klarna, and Cartes Bancaires (CB).
Additional methods: Giropay, iDEAL, Bancontact, BECS Direct Debit, EPS, Przelewy24 (P24), GrabPay, PayNow, and UnionPay.
In New Zealand, I also accept bank transfers upon request.
Do you offer refunds?
Digital products: Because crochet patterns are delivered as instant downloads, they are non-refundable. If you have any issue with your files or download link, please contact me at info@onpoki.com and I’ll help you fix it as soon as possible.
Handmade items: Each doll or ornament is made to order with great care. If there’s any problem with your order, please contact me within 3 days of receiving it so we can find a solution together. Refunds or replacements are only available if the item arrives damaged or incorrect.
We don’t accept returns on custom orders, sale items, or digital files once downloaded.
Approved refunds are processed to your original payment method within 10 business days.
What if my file doesn’t download or gets lost?
Just send me an email with the address you used for your purchase and I’ll resend the link and PDF without any problem.
Contact
If you have any other questions, doubts, or simply want to send me a kind message, email me at info@onpoki.com or use the contact form on the website.