Frequently Asked Questions

Order Cancellation

Can I cancel my order?
We accept cancellations as long as the design and production phases are yet to start. If you wish to cancel your order, fees paid up-front are non-refundable once design has started. We can provide you the option to adjust your order if the request is reasonable and if the request allows us to work with existing altered supplies and materials.

Returns and Exchanges

What if my item is faulty or incorrect?
As our products are custom and personalised based on your requirements, they are all Final Sale. To ensure we create your order according to your requirements and avoid incorrect specifications, we will show you the design before production and before shipping.

We stand behind the quality of our bespoke hand made products. If for any reason there is a problem, or your item arrived damaged, please contact us directly and we will work with you to remediate the issue.

Missing Parcels

What if my parcel goes missing?

We personally package all orders and do everything we can so that the items get delivered to you in sound condition. We will inform you once your product has left our Creative Studio. 

As all shippings include tracking information, we will provide the tracking number once available. If you do not receive your product within the expected shipping timeframe, please reach out to the postal courier who will work with you directly until resolution. Once the courier receives your package, they are directly responsible for missing packages investigations and associated costs.

Process for Returns & Exchanges

How do I initiate a request for a return or exchange?

Before considering returning your personalised product, please e-mail us as much details as possible, including the reason for the request.

Refund Payment Method

Do you accept requests for refunds?

Refunds will be made at our discretion. If a refund is granted, it will be issued the same method we received your payment.

Beware of Scammers

There are instances where scammers place orders and later claim to have never received the products. This is why we assess requests for refunds carefully to avoid undesirable experiences for both you and us.