FAQ

Our material is produced especially for us in Germany and has unique advantages:
– No kneading of hard material or mixing with water is necessary. Ready for immediate use!
– It hardens residue-free in the hand in four minutes. No burning or long drying necessary!
– The impression is soft, warm, yields to pressure and feels like skin.
– Extremely accurate – the impression shows every single handline, no matter how small.
– The imprint cannot break and retains its shape forever.
– Easy to clean with soap and warm water.
– It leaves no paint stains or crumbs.
– Absolutely safe for use on children over 3 years and animal paws.

The 2 components should be kneaded intensively and quickly for between 1 minute until a streak-free, homogeneous mixture is produced. This can be recognized by the uniform color of coloured sets. For a white set, please knead for as long as indicated in the instructions for use.

The mixed mixture only needs to be held in the hand for 4 minutes until the bondee has hardened. However, if your hands are cold, it may take longer.

Yes! Please use a separate spoon for each component so that the components in the jar do not come into contact with each other. Otherwise they may harden in the jars. After the first removal, close the jars again. You can then wait a few weeks before using the rest of the material!

The compound only hardens when the two components come into contact. It is therefore important to use 2 different spoons when removing. The compound does not dry out even when the jars are open.

No. No firing or drying is necessary. The impression is ready after hardening in your hand and retains its shape.

No. It cannot break and retains its shape forever.

The mass can be stored for approx. 6 months in unopened containers at a room temperature of 5-23 degrees. Longer is possible.

At the slightest contact between the two components, there is a risk that they will harden in the jars. It is therefore advisable to use 2 separate spoons to remove the mixture. If you start kneading straight away, then of course 1 spoon is also fine!

Yes, with our marble set. You take the 2 components of each color and mix them until a uniform color is created. Put the finished mixture to one side. Then mix the other colors. As soon as you have kneaded all the colors, mix the individual color masses until you like the pattern. Here is an instruction video.

This is because the two components are not mixed well enough. This can be recognized by the fact that a white mass is still visible. With two white components, the uniformity of the mixture is not visible and it should therefore always be kneaded for a sufficiently long time (see instructions for use).

It may latex gloves should not be used. Latex-free gloves pose no problem during impression taking and curing.

If it is mixed well and has a uniform color, the material hardens in 2 minutes.

Yes! The material has been tested and is skin-friendly. Licking the paw after the imprint or the imprint itself is safe for your pet.

No, as soon as the material has hardened, it can be removed without leaving any residue.

Please consult a veterinarian immediately. The material is not suitable for consumption.

You can simply wash your print with soap and warm water. If you rub it a lot, the very fine lines may be rubbed off a little. The shape remains unchanged.

Residues of the material are best removed with a paper towel. Then clean with disinfectant or alcohol.

The stains should be able to be removed with soap and water as long as they have not yet dried.
Disinfectant also works well!

Yes, the modeling clay has a greasy consistency before it hardens. When soft, it can leave a greasy impression, especially on paper or absorbent surfaces.  

No. We guarantee the safety of the material only for the intended purpose of palm impressions or paw impressions! Above all, it is not suitable for impressions in the mouth – risk of swallowing!

The modeling clay is not suitable for consumption. Please contact your doctor immediately.

We are delivering to Europe for the time being.

Standard shipping within Austria costs € 5, within Germany € 11. From a shopping cart of € 200.00, delivery is free of charge. For “free shipping orders” (from € 200.00): If the value of the goods falls below € 200.00 due to the return, the usual shipping costs (€ 4.90 AT / € 10 DE) will be retained.

Shipping is carried out by Österreichische Post AG, DHL Paket GmbH or DHL Express. The packaging shown in the illustrations serves as an example. The packaging in which the product is delivered may differ from the illustration.

All shipments sent by Hearts in Hands are insured against theft and accidental damage. This insurance cover expires as soon as you have taken receipt of your parcel and signed for it.

Yes, our service hours are Monday to Friday from 9 a.m. to 3 p.m. (with the exception of public holidays).

The shipping address is: Hearts in Hands, Hockegasse 46/5, 1180 Vienna, Austria.

The delivery time within Austria and Germany is usually 3 to 7 working days from notification of dispatch. If delivered items have obvious material or manufacturing defects, including transport damage, please notify us of such defects within 7 days. If this notification period is missed, no further claims for compensation can be made.

The receipt of all consignments must be confirmed with a signature.

We ask for your understanding that there may be delays in processing returns during the Christmas period. Due to the high volume of orders and returns, processing can take up to two weeks after the parcel arrives. We hope for your tolerance and will endeavor to process each case as quickly as possible.

The satisfaction of our customers is very important to us. For this reason, we allow the return of unopened boxes for online orders within a period of 30 days on presentation of the invoice or receipt. The period for online orders of goods begins on the day of the order date with the customer. In the event of a return, a full refund (for returns of the entire order) or a partial refund (for returns of partial orders) will be made.

The prerequisite for this is the unused and resalable condition of the goods. If this is not the case, we reserve the right to withhold the refund of the purchase price. In the event of a return, the goods must be sent to the following address:

Hearts in Hands, Hockegasse 46/ 5 , 1180 Vienna, Austria.
If you cancel your purchase contract, we will refund the payments received from you within 14 days at the latest from the date on which we receive notification of your cancellation of the contract.

We reserve the right to refund until the goods have been returned to us in undamaged condition. For this refund, we will use the same means of payment that you used for the original transaction. You can find more information about your right of withdrawal for online orders at  here.