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Returns Policy

Returns & Refunds

We want every piece to find the right home. If it doesn't, here's how returns work — for collectors and makers alike.

Return Window

You have 14 days from delivery to request a return on any non-bespoke piece. The item must be:

  • Returned in its original condition and packaging.
  • Unused, unless the item was received damaged or defective.
  • Accompanied by the original order number and proof of purchase.

How to Start a Return

Starting a return is straightforward:

  1. Visit our Contact page and select "Returns & Refunds" as the subject.
  2. Include your order number, the piece you'd like to return, and the reason.
  3. We'll send you a prepaid return label within 1 working day.
  4. Package the piece securely in its original packaging and drop it off at the designated carrier.
  5. Once the piece reaches the maker's studio, your refund is processed within 5 working days.

Refund Eligibility

Eligible for Return

  • Ready-made pieces in original condition
  • Items that arrive damaged or not as described
  • Pieces with manufacturing defects discovered within 14 days

Not Eligible for Return

  • Bespoke or made-to-order commissions
  • Pieces personalised or engraved specifically for you
  • Items damaged after delivery through buyer misuse
  • Returns requested after the 14-day window

Damaged or Incorrect Items

If your piece arrives damaged or isn't what you ordered:

  • Contact us within 48 hours of delivery with photos of the packaging and the item.
  • We'll arrange a replacement at no cost, or a full refund including return shipping.
  • Do not dispose of the original packaging — it may be needed for the carrier's damage claim.

For Vendors: Handling Customer Claims

Makers play a key role in the returns process. Here's what's expected:

  • Accept returns gracefully. A return is not a rejection of your craft — it's a piece finding its right home.
  • Inspect returned items upon arrival at your studio and confirm receipt to our support team within 2 working days.
  • Refunds are processed by the platform — you don't need to issue refunds manually. Once the return is confirmed, the refund is issued from the original payment.
  • Damage claims: if a piece arrives damaged, provide photos of your original packaging to help us improve shipping protocols.
  • Bespoke pieces are exempt from returns unless damaged or not as described. Clearly mark bespoke listings as "Made to Order — Non-returnable" in the description.

Manage all return-related orders from your Order Management page, where you can update fulfillment status and track returns.

Exchanges

Since each piece is unique and handmade, direct exchanges are not always possible. If the maker has a similar piece available, we're happy to facilitate an exchange. Otherwise, we recommend returning the piece and placing a new order.