Refund & Return Policy

Our Commitment

International sourcing involves manufacturing and logistics partners outside our direct control. Our commitment is to carry out thorough quality checks before shipping and to communicate proactively if we identify any issues. However, we recognise that problems can still occur, and we stand behind every order we process.

When You May Be Eligible for a Refund or Replacement

• Goods received are materially different from the confirmed specification (wrong product, wrong colour, significant quality defect across a meaningful portion of the shipment).
• Quantity received is significantly less than the quantity paid for (shortfall of more than 5%).
• Goods are damaged during transit in a way covered by the shipping insurance we arranged.

How to Raise an Issue

Contact us within 7 days of receiving your order. Send photos or video showing the issue clearly, your order reference number, and a description of what's wrong. We'll respond within 2 business days.

What Happens Next

We review your claim and, if valid, we take it up directly with the supplier or carrier on your behalf. Depending on the situation, resolution may involve a partial refund, a replacement shipment, or store credit towards your next order. We'll always explain the options and work towards the outcome that's fairest.

What Isn't Covered

• Minor variations in colour or texture that fall within acceptable manufacturing tolerances.
• Goods damaged after delivery due to improper storage or handling by the buyer.
• Issues that arise from inaccurate or incomplete specifications provided by the buyer.
• Delays in delivery caused by customs, carrier issues, or events outside our control.

Sourcing Fee

Our sourcing and handling fee is non-refundable once an order has been placed with the supplier, as this reflects work already completed on your behalf.