Refund policy
A clear path from request to refund.
Eligibility, return steps and timing, gathered in one place before you send anything back.
How to request a return
Please contact us before sending any item. Unauthorised returns may not reach the correct team or address.
Contact us
Write to us through the Contact form within 30 days of delivery. Include the order number, item and reason for return.
Wait for approval
We will review the request and send return instructions with the authorised return address.
Send it back
Protect the item carefully, retain proof of postage and use the approved instructions.
Eligibility and exclusions
Review the condition of the item before requesting a return. Applicable law takes precedence where required.
Return condition
Returned items must be unused, unaltered and in their original condition. Keep the original packaging where possible. We may decline items that have been used, modified, damaged after delivery or returned with missing parts.
Approved refunds cover the eligible item value. Original delivery charges are not refundable unless the return is caused by our error or applicable law requires otherwise.
Items that cannot be returned
- Final sale items marked as non-returnable.
- Gift cards.
- Custom or made-to-order items.
- Any item identified as non-returnable on its product page, except where law requires otherwise or the item arrives damaged, defective or incorrect.
Damaged, defective or incorrect items
Contact us within 48 hours of delivery. Include the order number and clear photographs of the item, outer box, internal packaging and shipping label. Keep the item and all packaging until we reply. If approved, we may replace the item, issue a refund or offer another appropriate resolution.
Return shipping and refund timing
For preference-based returns, the customer is responsible for return shipping. If an item arrives damaged, defective or incorrect, we will cover approved return shipping or provide another appropriate solution.
After the returned parcel reaches us, allow 7-14 business days for inspection and refund processing. Approved refunds return to the original payment method. Banks and payment providers may need additional time to post the funds.
Exchanges
We do not currently offer direct exchanges. Return an eligible item through the process above, then place a new order for the preferred item.
Colour, changes and cancellations
Materials, lighting, screen settings and interior conditions can create slight colour variation. If you believe the item differs materially from its description, contact us within 30 days of delivery. We will review it under the return conditions above.
Orders enter processing quickly. Contact us as soon as possible, but we cannot guarantee changes, cancellations or address updates after an order is placed.
Start with the order number.
Our studio team will review the item, timing and reason before advising the next step.