Returns

What we will always put right

• A piece that arrived damaged
• The wrong piece, or the wrong quantity
• Work that does not match what the listing described
• An order marked delivered that never reached you

What we cannot take back

• Commissioned work made to your brief
• A change of mind on a made-to-order piece
• Natural variation in colour, grain or weave — no two handmade pieces are identical, and the photographs on a listing are of the actual piece you receive

How to start one

Write to us with your order number and photographs of the problem. Photographs are what let us settle it with the maker in a day rather than a week.

We review it with the shop, and most cases are agreed within two working days. If the piece needs to come back, we arrange the return and tell you where to send it — you do not pay return postage on a fault.

Refunds go back to the method you paid with and take a few working days to appear.

How long you have

Tell us within fourteen days of delivery. If something arrived broken, tell us as soon as you can and keep the packaging — carriers ask for it when we claim.