Returns & refunds
Handmade goods need a fair policy for both the customer and the maker.
Before production or dispatch
Contact us as quickly as possible to request a cancellation. Ready-made orders can usually be cancelled before dispatch. Custom work may only be cancelled before materials have been purchased or production has begun.
Ready-made items
For a change-of-mind return, contact us within 7 days after delivery. The item must be unused, unworn and returned in its original condition. Return delivery costs are normally the customer’s responsibility unless the item was incorrect or faulty.
Custom and personalised work
Custom-made, personalised and made-to-measure items cannot normally be returned for a change of mind. This does not remove your right to contact us where an item is faulty, damaged or materially different from the agreed design.
Damaged or incorrect orders
Contact us within 48 hours after delivery with the order number and clear photographs of the item and packaging. We will assess the problem and arrange a repair, replacement or refund where appropriate.
Refund timing
Approved refunds are returned through the original payment method. Bank and card-processing times are outside our control, so the credit may take several business days to appear after it is issued.