Clear expectations,
before the making begins

Returns only for damage or defect

Because our pieces are made to order, returns are not accepted. The only exception is an order that arrives damaged in transit or has a confirmed manufacturing defect. Please contact us within forty-eight hours. The piece must remain unused, unaltered and in its original protective packaging while we review the concern.

Custom size, colour or customised pieces

Customised pieces are made to an agreed specification and cannot be returned. An item may be returned only if it arrives damaged or has a confirmed manufacturing defect.

Sale and international orders

Discounted pieces and international orders cannot be returned. If an international order arrives damaged or has a manufacturing defect, contact us within forty-eight hours so the concern can be assessed. Import duties and local taxes, where applicable, remain the buyer’s responsibility.

Transit damage or manufacturing concerns

Please inspect the delivery before discarding the packaging. If there is visible damage, tell us within forty-eight hours and share:

• clear photographs of the full piece and the affected area;
• photographs of the outer and inner packaging;
• the order number and delivery date; and
• an unboxing video, when one is available.

Keep the piece and all packaging until we confirm the next step. Depending on the issue, that may be a local repair, replacement, collection or another agreed resolution.

Cancellations and changes

Made-to-order and customised pieces cannot be cancelled after the order is confirmed. Other orders cannot be cancelled once shipped. Contact us immediately if you have made an error in the confirmed specification; any possible change depends on the production stage.