Returns & Exchanges
You have 30 days from delivery to return anything, for any reason, and we pay for the return label.
How to return something
- Email us with your order number within 30 days of delivery.
- We reply with a prepaid return label and the address, usually the same day.
- Pack the item in its original packaging and send it back.
- We refund to your original payment method within 5 business days of the parcel arriving with us.
Condition
Items need to come back unused and in their original packaging. "Unused" is meant reasonably — unwrapping a shawl, holding it up and deciding the colour is wrong is fine. Wearing it out for an evening is not.
What we cannot take back
- Custom and commissioned pieces made to your specification.
- Earrings, for hygiene reasons.
- Gift cards.
Note what is not on that list: sale items are returnable here on exactly the same terms as everything else.
Exchanges
Because almost everything we sell is one of a kind, a direct exchange usually is not possible — there is no second one. The practical route is to return the piece for a refund and order the one you want. If you tell us what you are after we will hold it for you while the return is in transit.
Sizing exchanges on slippers, caps and clothing are the exception and are straightforward. Just tell us the size you need.
Faults and damage
If something arrives damaged or turns out to be faulty, that is on us regardless of the 30 days. Email photographs and we will replace it or refund you in full, including any duty you paid.
What is not a fault
Handmade objects vary, and some of what looks like imperfection is the evidence of handwork:
- Hammer marks and slight asymmetry on hand-raised metal
- Faint seam lines on lost-wax castings
- Colour variation between dye batches in wool and felt
- Fibre flecks, deckle edges and thickness variation in lokta paper
- Uneven blacks and grey mottling on straw-fired pottery
- Grain and colour variation in wood
We photograph these rather than hiding them. If any of it is not what you want, that is a completely legitimate reason to return something — just tell us honestly and we will process it without argument.
Consumers in the EU and UK
You have a statutory right to cancel within 14 days of delivery, without giving a reason. Our 30-day policy is longer and more generous, and nothing here reduces your statutory rights.