Returns
What happens if something is wrong with a piece.
A published returns window has not been set for this marketplace yet. Rather than state one that has not been agreed, this page describes what the platform can currently do — and the answer to anything not covered is to write to us.
If a piece arrives damaged or is not what you ordered
Write to us with your order number. A refund can be raised against the order and is reviewed by our team.
A refund is only ever recorded as completed once the money has actually moved. Until then it reads as requested or in progress, and never as done.
Made-to-order and personalised pieces
A piece made to your design, or carrying your name, was made for you and cannot be resold. Please read the quotation carefully before accepting it — that is the point at which the commitment is made.
Delivery is a fact, a refund is a separate one
If a delivered piece is refunded, the order still shows that it was delivered, because it was. The refund is recorded alongside it rather than rewriting the history.