Chat with us
Policies

Returns & Refunds

Last updated: TODO(owner): date this version is approved and published

Draft — to be reviewed by the owner (and ideally a legal professional) before publishing.

We want every order to arrive the way you expected. If something isn't right, pleasemessage us on WhatsApp with your name and order details and we'll work it out with you.

1. Overview

Damaged or wrong items are sorted out; items that arrive undamaged can't be returned; no returns on customized items.

2. Damaged, defective or wrong items

If your order arrives damaged, defective, or isn't what you ordered, please tell us on WhatsApp.

  • How soon to report it: within 3 days of delivery.
  • What to send: an unboxing video is required — please record one while you open the parcel — along with your order details.
  • What we'll do: once we've looked at it, we decide whether to replace the item, exchange it or give a refund.

3. Change of mind

We don't accept returns for a change of mind. Nothing can be returned unless it arrived damaged or wrong (see section 2).

4. Items that cannot be returned

  • Items that arrived undamaged and as ordered.
  • Customized or personalised items.

TODO(owner): please confirm — if a customized item arrives damaged or wrong, is it still covered by section 2?

5. Sending an item back

Please don't send anything back before we've agreed the return with you on WhatsApp.

  • Damaged or wrong items: if we ask you to send the item back, we pay the return shipping.
  • We'll share the return address with you on WhatsApp.

6. Refunds

Where we decide to give a refund:

  • It is made within 7–10 working days.
  • Original shipping charges are not refunded.

7. Cancellations

If a confirmed order is cancelled, the advance is not refunded.

See also our Shipping policy and Terms of use.