Pre-made goods only

If you have purchased pre-made goods which have not been unsealed or opened, and you want to cancel the contract under your legal rights, please see the Cooling-Off section within our Terms & Conditions for more information. In summary, within 14 days of delivery, you must send us a clear statement requesting to cancel your purchase and then return the goods back to us 14 days thereafter (customers may be responsible for return shipping costs). We will issue a full refund, less any damage caused by unnecessary handling or any actual losses that directly result from your cancellation, within 14 days of receiving the returned goods. You may lose the legal right to cancel if the goods have been unsealed or opened due to health protection and hygiene reasons.

Customized and made-to-order goods only

Whenever possible, we like to facilitate our customer’s requests to change or cancel their order. So, please contact us if you’d like to discuss this.

If you have purchased a customized product from us, you can change your order specifications (within the limitations we normally allow) free of charge, for up to 48 hours after your order has been placed. Requests to make changes to your order can be submitted here. We may accept requests to change your order after this period depending on the circumstances, so please feel free to contact us.

We will assess the feasibility of cancellation or request to change your order on an individual basis, taking into consideration factors such as the stage of manufacturing at which you make the request and, if applicable, the type of change you request. If we agree to the cancellation/change, we may require you to pay a non-refundable fee, and/ or we may issue a store credit, and/ or we may impose other conditions. Unfortunately, we can’t guarantee to honor all requests, but we do our best to help.

Please be aware, that while consumers generally have a 14-day legal right of a “cooling off” period, this does not apply to goods that are customized or made to order. Please refer to our full Terms & Conditions for more information.

Damaged goods

We strongly recommend taking videos and photos of the box exterior when you receive it (before opening), especially if you notice any damage. We also strongly recommend taking videos and photos if you discover faults with the product itself (after opening). Videos, photos, and evidence of the damage will be requested when submitting a claim or damage report. If you would like to report a damaged item, please contact us via mail.

Please be aware, that our products are made by hand and minor imperfections are not considered damage. If your product has minor imperfections, this is not considered a breach of contract.

Changes to our policy

This policy supersedes all prior policies or conflicting information that may still be present on our website including any writings, communication, transcripts, or agreements with our support staff with respect to the subject matter hereof. All such other policies, writings, or agreements will have no further force or effect.

We reserve the right to change this policy at any time without notice. This policy came into effect on the date published at the bottom of this document and applies to all purchases, agreements, and contracts from the effective date on wards. Please contact our support staff if you would like to view our previous returns & refunds policy.