Refund policy

Every piece in our collection is created with care, precision, and close attention to detail. As our products are crafted individually after an order is placed, our return policy differs from that of traditional mass-market retailers.

Please review this policy carefully before completing your purchase.

1. Order Cancellations

Orders may be cancelled within 30 minutes of receiving your order confirmation.

To request a cancellation, submit the Contact Form available in the website menu and include your order number.

Once the 30-minute cancellation period has passed, preparation of your order may already have begun. At this stage, cancellation cannot be guaranteed.

Where a cancellation is approved, any eligible refund will be issued to the original payment method.

2. Made-to-Order Products

Our products are crafted individually for each order. For this reason, we are unable to accept returns or provide refunds for correctly made products due to:

A change of mind
Ordering the wrong product or size
Personal preference
Minor differences in colour or appearance
Failure to review the product description or measurements before purchasing

We encourage you to review all product images, dimensions, descriptions, and design details carefully before placing your order.

This does not affect any rights you may have under applicable consumer protection law.

3. Faulty or Incorrect Products

Every order is carefully inspected before dispatch. In the unlikely event that your product arrives faulty, damaged, or materially different from what you ordered, please notify us within 14 days of delivery.

Submit the Contact Form available in the website menu and provide:

Your full name
Your order number
A clear photograph of the entire product
Close-up photographs or a video showing the issue
Photographs of the packaging, where relevant
A brief description of the problem

After reviewing the evidence, we may offer an appropriate resolution, including:

A replacement
A repair, where appropriate
A partial refund
A full refund

The resolution offered will depend on the nature and severity of the issue.

4. Products Damaged During Delivery

Please inspect your parcel as soon as it arrives.

Where the outer packaging is severely damaged, we recommend refusing the delivery where possible and asking the courier to return it.

Where damage is discovered after opening the parcel, contact us within 48 hours of delivery using the Contact Form available in the website menu.

Please include photographs of:

The damaged product
The external packaging
The internal packaging
The shipping label

Please retain all original packaging until the claim has been reviewed and resolved.

Where delivery damage is confirmed, we may arrange a replacement or issue an eligible refund.

5. Return Authorization

Please do not return a product without receiving authorization from us first.

Returns sent without prior approval may be refused or may delay the resolution of your request.

Where a physical return is required, we will provide return instructions through your submitted contact request.

Returned products must be:

Unused and unworn
Returned with all original components
Securely packaged
In their original condition
Sent using a tracked shipping service

The customer is responsible for return shipping costs unless the product is confirmed to be faulty, incorrect, or damaged during delivery.

Where an eligible manufacturing or fulfilment issue is confirmed, reasonable return shipping costs may be reimbursed after the product has been received and inspected.

We are not responsible for products lost or damaged while being returned without tracked shipping.

6. Items That Cannot Be Returned

Returns will not be accepted where:

The product has been used, worn, altered, washed, or damaged after delivery
The original packaging, labels, or included accessories are missing
The request is submitted outside the applicable reporting period
The product was made correctly and the request is based solely on a change of mind
The customer provided an incomplete or incorrect delivery address
The damage resulted from misuse, accidental damage, improper care, or normal wear

7. Colour and Size Variations

Colours displayed on screens may vary slightly depending on the device, screen settings, lighting conditions, and material characteristics.

As our products are individually crafted, very small variations in dimensions, positioning, finish, stitching, or appearance may occur. These subtle variations are part of the character of a carefully made product and are not normally considered faults.

Significant differences from the product description will be reviewed individually.

8. Lost Deliveries

Where an order has not arrived by the estimated delivery date, please allow an additional three business days before contacting us.

After this period, submit the Contact Form available in the website menu and include your order number.

We will investigate the delivery with the carrier. Once a parcel has been officially confirmed as lost, we may offer:

A replacement order, or
A full refund

We cannot provide replacements or refunds for orders delivered to an incorrect or incomplete address entered by the customer at checkout.

9. Refunds

Approved refunds will be issued to the original payment method used when placing the order.

Refunds cannot normally be issued to a different card, bank account, or payment method.

Once a refund has been approved, it will usually be processed within 14 calendar days. Your bank or payment provider may require additional time before the funds appear in your account.

Original delivery charges are non-refundable unless the order was incorrect, faulty, damaged during delivery, or otherwise required by applicable law.

10. Exchanges

As each product is crafted individually, we do not currently offer direct exchanges.

Where you are eligible for a return, the original order will be handled according to this policy. A new order may then be placed separately for the preferred product.