FAQ

 Frequently Asked Questions (FAQ)

 

1. How long do I have to request a return?

You can request a general return within 7 days of delivery, as long as the item is unused, in its original packaging, and in the same condition you received it

 

2. What if my item is damaged or incorrect?

If your order arrives damaged or you receive the wrong item, please inspect your order upon delivery and submit a return request with clear photos within 48 hours.

This allows us to act quickly to replace your item and work with our delivery partners if needed. Claims for damage or wrong items reported after 48 hours may not be accepted.

 

3. Why is there a 48-hour window for reporting damage?

The 48-hour window helps us process damage claims quickly and coordinate with our courier partners while they still hold delivery records.

The 7-day return window is only for unused items you wish to return for other reasons (e.g. change of mind).

Different timeframes apply to help us handle each situation fairly and efficiently.

 

4. Are all items eligible for return?

Not all items are eligible. Items must be unused, in original packaging, and in the same condition as received.

Fragile materials such as glass and porcelain are not eligible for return due to their delicate nature — unless they arrive damaged or broken. Also, items that show signs of use, or have natural variations like knots, grain patterns, or slight differences in size and finish, cannot be returned — these unique details are part of our handcrafted products’ charm.

 

5. Do you offer refunds?

No, we do not offer refunds or store credits. Approved returns are eligible for a replacement with the same or similar item, subject to availability. If a replacement isn’t available, we’ll work with you to find an agreed alternative.

 

6. Who pays for return shipping?

Customers are responsible for return shipping unless the item arrived damaged or incorrect (reported within 48 hours). 

If you have a new purchase, we may be able to combine your return pick-up and next delivery to help reduce costs — please contact us in advance.

 

7. What happens if no one is home when my order is delivered?

If no one is available, the courier may leave the parcel in a safe place (where possible) or reschedule delivery. Once delivery is confirmed, responsibility for the parcel passes to you.

 

8. How do I submit a return request?

Submit your request directly on the product page or through your order history page within the return window.

Include clear photos if needed, and our team will review your request and provide next steps.