Our products are created on demand, based on photographs that you send and styles that you choose. Each product is unique and created especially for you. We use natural materials like wood and organic paints which contribute to uniqueness of the products. It is understandable that personalised and on-demand created items cannot be returned except for production errors that make the item unusable for the intended purpose.
That being said, we stand behind the quality of our products and we want to make things right if you are not satisfied with your purchase. We believe that we can work together with our customers to make every purchase a positive experience. Our shipments are carefully inspected before leaving our workshop. But in the event you receive damaged or wrong item (see bellow), follow the instructions.
You are entitled to ask for refund or exchange in these cases:
- we used wrong photography for creating your product,
- we shipped you a wrong product,
- you received damaged product and is unusable for the intended purpose.
Due to the wide range of personal taste preferences and likes/dislikes, we do not offer refunds or replacements for products that are “not quite to your liking.”
You are also not entitled to ask for refund or exchange in these cases:
- you made the purchase but failed to send us photographs and personalisation details - we estimate that a month after your payment is enough time for you to send us photographs and personalisation details; after this period we close your order as done,
- you changed your mind about the product after paying for it,
- you changed your mind about the product after sending us photographs and personalisation details,
- you don't like the look of products when received,
- you damaged the product or store it in conditions that damaged it.
In other cases, not specified here, contact us about possibilities of refund or exchange. For these situations, it is solely our right to decide about refunding or exchanging an item.
Refunds and exchanges (if applicable)
Contact us about refund or exchange via email: firstname.lastname@example.org within 14 days of receiving your shipment for a refund or exchange. Later than that, we do not accept refund or exchange requests.
Items should only be shipped back to us if you have been instructed to do so by us. They should be returned with your order confirmation printed and in suitable, secure enough packaging (original or of similar funcionality). You will be responsible for paying for your own shipping costs for returning your item(s). For your protection please insure the package and consider using a trackable shipping service. We don’t guarantee that we will receive your returned item.
Shipping costs are non-refundable.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. Once approved, your refund will be processed, and a credit will automatically be applied to your credit card or the original method of payment, within five (5) business days.
Late or missing refunds (if applicable)
If you haven’t received a refund after five (5) business days, we ask that you first check with your bank or credit card company as it may take some time before your refund is officially posted. There is often some processing time before a refund is posted. If you’ve done this and you still have not received your refund yet, please contact us at email@example.com.