Refund policy
Last updated: July 9, 2026
Because the majority of our pieces are handmade and shipped internationally, please read this before ordering.
Handmade by nature
The majority of our items are made by hand. On handmade pieces, slight variations in colour, texture, size, grain, glaze, or finish are natural and unique to each item. These variations are part of the craft, not defects, and are not eligible for return or refund.
Change-of-mind returns
We do not accept returns or exchanges for change of mind. Because many of our pieces are made by hand, often to order, please check sizes, colours, and product details before you buy. Questions about an item? Email and we'll gladly help before you order.
Eligible items — faulty, damaged, incorrect, or not as described
If your order arrives faulty, damaged, incorrect, or not as described, we'll make it right. Email within 14 days of delivery with your order number (or proof of purchase) and clear photos of the issue. Please inspect your parcel on delivery, and for visible shipping damage tell us as soon as possible (ideally within 48 hours) with photos of the item and the outer packaging, so we can file a carrier claim.
Once we confirm the issue, we'll offer a replacement, or a full refund (including any original shipping) if a replacement isn't available. We arrange and pay for the return with a prepaid label or an Aramex collection, along with instructions on how and where to send it. Items sent back to us without first requesting a return will not be accepted. Please don't return items to the manufacturer. Returns must use the method we provide and be tracked; we can't be responsible for return parcels lost or damaged on the way back to us. Returned items should be unused, in their original condition and packaging, with any tags attached.
What isn't covered
We can't accept items damaged through misuse, accident, improper care, alteration, or normal wear after delivery, only faults present on arrival. We reserve the right to decline a refund or replacement if, on inspection, the item shows no fault, was damaged after delivery, or isn't in its original unused condition; declined items can be returned to you at your cost. Faults reported more than 14 days after delivery may not be eligible, except where longer rights apply under your local consumer law.
Non-returnable items
For hygiene and craft reasons, these are final sale and can't be returned except where faulty: beauty and personal-care products and soap, and any custom or personalized pieces. We also can't accept returns on sale items or gift cards.
Exchanges
We only replace items that are defective or damaged. If you need a replacement of the same item, email and we'll sort it out.
Refunds
Once we receive and inspect the returned item, we'll email to confirm we've got it and let you know whether your refund is approved. Approved refunds go to your original payment method in USD within 5 to 10 business days. Any bank, card, or currency-conversion fees are outside our control and may affect the final amount or timing.
Late or missing refunds
If you haven't received your refund yet: check your bank account again, then contact your card company, as it can take time before a refund is posted. Next, contact your bank, since there's often processing time. If more than 15 business days have passed since we approved your refund and you still haven't received it, email us at .
Order changes and cancellations
Need to change or cancel an order? Contact us as soon as possible. We can usually adjust or cancel before the order enters preparation or ships; once it's on its way, it can't be changed.
Before opening a dispute
If something's wrong, please contact us at first, we're happy to resolve it directly, which is faster than opening a payment dispute or chargeback.
Your rights
This policy doesn't affect any statutory consumer rights you may have under your local law.
Updates
We may update this policy from time to time; the version in effect at the time of your purchase applies.
Questions?
Email and we'll get back to you.