RETURNS & EXCHANGE POLICY?
As each piece is hand finished according to the specifications of an order, we do not offer returns or refunds. All items are thoroughly quality controlled and checked for any faults before dispatch.
To arrange an exchange, please contact us. Upon receipt of a request to exchange, an Exchange Form will be issued to the customer and this Form must be sent back completed with the items to be exchanged. Products that do not have the original packaging and Exchange Form completed will not be eligible for exchange. All items returned for exchange must be new, unused, and in its original packaging. Once the product has been received, the returns team will assess its condition. If the product is confirmed as new, unused and eligible for exchange, the replacement product will be dispatched. If the product does not meet these conditions, our returns department has the right to refuse a return and in this case, the item will be returned to the address on the original order. Exchanges can only be made for products of equal or greater value and we do not allow exchange more than once. All shipping charges for exchanges are incurred by the customer. We recommend using a tracked method of postage to ensure it reaches us safely as we are not responsible for lost, stolen or undelivered parcels. Customers who are located outside the U.K. may also incur duties and taxes.
If you receive an item that is faulty, a request to exchange must be made within 24 hours of receipt of goods. We are not responsible for any damages reported after this time period. The item will be assessed by our team and, if it is confirmed as being faulty, we will reimburse the delivery cost for the return within 7 – 10 working days of being notified of the problem. All requests are to be made via email at firstname.lastname@example.org.