Refund policy

CUSTOM ORDERS, TIMEFRAMES & RETURNS

All custom handmade items are created specifically for each customer and may require a significant amount of time to complete.

Estimated completion times provided at the time of ordering are estimates only and are not guaranteed. Completion times may vary due to project complexity, workload, supply availability, illness, family commitments, or other unforeseen circumstances.

Customers requiring an item for a specific event or date (including Christmas, birthdays, anniversaries, or other occasions) must advise this at the time of ordering. While every effort will be made to meet requested timeframes, completion by a specific date cannot be guaranteed unless expressly agreed in writing.

A non-refundable deposit of 30% of the quoted project price is required before work will commence. This deposit secures your place in the production queue and contributes toward the final purchase price.

The remaining balance is due upon completion and must be paid in full prior to collection, delivery, or shipping of the finished item.

Progress updates may be provided throughout the creation process. Customers are encouraged to review these updates and raise any concerns as early as possible.

As custom items are made to order and cannot be readily resold, cancellations after work has commenced will result in the forfeiture of the deposit. 

Completed custom handmade items cannot be returned, exchanged, or refunded for change of mind.

DIY kits may be returned within 30 days of delivery, provided they are unused, and in their original condition. Return postage costs are the responsibility of the customer unless the item is faulty or supplied incorrectly.

If an item arrives damaged or faulty, please contact us within 7 days of receiving your order with photographs of the issue so that we can arrange an appropriate resolution.