Refund policy
Returns & Exchanges
Each piece is made to order. For this reason, change-of-mind returns are not accepted.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, misprinted, or defective, contact us within 30 days of receipt. Packages lost in transit must also be reported within 30 days of the estimated delivery date. Claims deemed our responsibility will be resolved at no cost to you.
Where possible, please include photos to assist with the claim.
Returned Shipments
The return address is set to the production facility used to craft each piece.
If a shipment is returned due to an incorrect or insufficient address, you will be responsible for reshipment costs once a corrected address is confirmed.
Customer-Initiated Returns
Customers are advised to contact us before returning any products. Except where required by local law (e.g., Brazil), returns for buyer’s remorse, size exchanges, or other discretionary returns are not accepted. If accepted at our discretion, a new order must be placed to replace the returned item.
EU Consumers
Under EU Directive 2011/83/EU, the right of withdrawal does not apply to:
- Goods made to your specifications or clearly personalised
-
Sealed goods that are not suitable for return due to health or hygiene reasons
Returns for these items may be refused at our discretion.
Legal Notes
This policy is governed by the English language version. Any translations are for convenience and do not affect interpretation.