Customer care
Returns & refunds
A straightforward policy for damaged, incorrect or unsuitable eligible items.
Important reporting window
Report a damaged, missing or incorrect item within 48 hours of delivery. Keep the item, accessories and protective packaging while the case is reviewed.
Return eligibility
An unused, ready-made item may be requested for return within 7 calendar days of delivery when it is in its original condition and includes its packaging and supplied accessories.
- The delivered item is damaged, defective, incomplete or different from the item ordered.
- The item is unused and can be safely returned in its original protective packaging.
- Proof of purchase and clear evidence of the issue can be provided.
Made-to-order or personalised pieces are not returnable for a change of mind. They remain covered when verified as damaged, defective or supplied incorrectly. Minor variations in tone, texture or form are natural characteristics of handmade work and are not normally defects.
How to request a return
- Contact us with your order number and the reason for the request.
- Provide clear photographs or video when reporting damage, a defect or an incorrect item.
- Wait for return instructions before sending the item. Unauthorised parcels may not be accepted.
- Pack the approved item securely using the original protective materials where possible.
Refund timing
After an approved return is received and inspected, the refund is initiated to the agreed method. Bank or payment-provider processing commonly takes 7–10 business days after initiation.