Shipping Policy
Pre-orders
Please allow up to 3 weeks for your order to be fully completed. Each item is bespoke and made to order, specially made upon your order and request! We try to keep pieces in stock as much as we possibly can, however depending upon volume of orders pieces may need to be made from scratch upon the placement of your order.
Bespoke Orders
For bespoke made to order items we will have email discussions advising you on the lead time of your piece/s. We try to get bespoke pieces to you as soon as we can, however please allow up to 6 weeks for your order to be fully completed, and an absolute minimum of 4 weeks. If you require the bespoke order for a specific date, we will do our best to work towards this deadline.
Packaging
The last thing we want is for your pieces to arrive to you broken, so please be assured that we do take extra care when it comes to the shipping of your chosen pieces. Each piece is individually wrapped and padded in layers of protective recycled bubble wrap/ paper to avoid any breakages during shipping. It is very rare that we have experienced breakages - it has only happened once!
However, we cannot guarantee that there will not be breakages due to the pure nature of shipping a delicate product on a long journey. If you find that your piece is cracked or broken upon arrival please send an email to us with a photograph of the broken piece attached, including the date of the photograph and the date of the arrival of the package, and we can discuss a replacement or refund. (See refunds and exchanges below).
Shipping Fees
Each item's shipping fee is priced independently according to weight and size. Each individual shipping fee is priced independently according to the type of item/s, their weight and size, and is a fixed cost.
Returns & Exchanges
Breakages
If you find that your piece is cracked or broken upon arrival, please always send an email to us with a photograph of the broken piece attached, including the date of the photograph and the date of the arrival of the package. We can discuss over email whether you would like us to replace the broken item for a new piece, or whether you would like a refund.
-
We would love to replace your broken item for a new piece free of charge
-
We are able to offer a partial refund of the original cost of the order excluding shipping
Exchanges
If you are dissatisfied with your piece for any reason please email us and let us know and we will do our best to resolve the problem.
We can not accept returns or refund the item. However you may exchange your item for a new like-for-like piece and we will provide you with the return address. Please note you will need to pay any additional shipping fees: including returning the original piece to us, and standard shipping fees in order to receive your new piece(s).
We advise you keep ALL the packaging that your original piece arrived in so that you can wrap you piece up carefully. If your piece arrives to us cracked or broken we cannot accept your exchange. Please just ask us if you have any concerns or need help wrapping up!
Please note you will not receive your new order until we have received the item you are returning and have approved its condition.