Exchange & Refunds

Do you accept returns or refunds?
As most products are handmade and made upon order, we are unable to accept returns or refunds for change of mind, incorrect selections, or general wear and tear.

Can customised or personalised items be returned or exchanged?
Customised and personalised pieces are made specifically for you and therefore cannot be returned, refunded, or exchanged.

What if I ordered the wrong size, colour, or hardware option?
Please ensure all details are reviewed carefully before placing your order. As each item is made according to your selected options, we are unable to accept returns or exchanges for incorrect selections made during checkout.

Can I make changes after placing my order?
Changes may be possible if production has not started. Once work has begun, we may not be able to accommodate amendments. Please reach out as soon as possible if changes are required.

What if I received an incorrect item?
If you received an item different from what you ordered, please contact us within 3 days of receiving your parcel with your order number and photos where applicable, and we will work with you to resolve the issue.

What if my item arrives damaged or defective?
Please inspect your order upon receiving it. If you believe your item has arrived damaged or has a manufacturing defect, please contact us within 3 days of receiving your parcel with photos and details so we can assess the situation.

Do you offer repairs or replacement hardware?
Where possible, we are happy to help with repairs or replacement parts. If small components such as screws are lost, or if certain hardware requires replacement, feel free to reach out and we will do our best to assist. For manufacturing defects, we will assess each situation individually. Where replacement parts can be sent separately, shipping costs will be borne by the customer.

What is considered normal wear and tear?
Over time, products and hardware naturally experience changes through everyday use. Fine scratches, hardware aging, patina development, gradual finish wear, and signs of regular use are considered normal and are not regarded as defects.

Can colours differ slightly from photos?
Yes. Colours may appear differently depending on screen settings, lighting conditions, and photography. Slight differences in colour representation are not considered defects.

Who covers shipping costs for exchanges or replacement requests?
Shipping costs related to returns, exchanges, repair requests, or replacement parts may vary depending on the situation. Details will be discussed where applicable.