We offer a 100% money back guarantee on all products that are defective or damaged during shipping. Just let us know and we will provide a return address and a replacement or refund as preferred.
If you are unsatisfied with your order – please contact our support and we will do our best to help you out!
We do not issue the refund if your order was delivered to the wrong address due to customer error of shipping address. Please ensure this is correct.
Please consider that we hand make every order. The main cost of the product is our time preparing the timber, manufacturing each item and shipping to you. If you wish to return an item that is not faulty, then we apply a 50% restock on the cost of the item during refund. We of course regret any instance where we need to apply this but we make every effort to provide product specifications which include size with detailed photos so that you can make the correct choice before you make the purchase. We must stress that you are paying for our creative services and not material alone.
Customers are also responsible for paying return shipping costs and we must receive the product undamaged before we apply the refund. You should ensure that adequate shipping insurance is applied before returning the product so that you can make an appropriate claim should shipping damage occur.
We hope this never happens, but we must cover our costs.
All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.