FAQs – Frequently Asked Questions
Do you accept returns for change of mind?
Because all of our products are custom-designed, made-to-order, and often large or heavy, we do not accept returns for change of mind. Each piece is created or sourced specifically for you, which means we can’t easily restock or resell it. Please choose carefully before placing your order.
Can I cancel my order after placing it?
Due to the custom nature of our products, cancellations are not possible once an order is confirmed. We begin preparing your order shortly after it’s placed, and this process cannot be reversed. If you're unsure about a product, feel free to reach out before completing your purchase.
What if the item I received is faulty?
We take product quality seriously. If your item arrives damaged or faulty, please contact our customer support team within 7 days of receiving it. We’ll assess the issue and, where appropriate, offer a repair, replacement, or refund in line with Australian Consumer Law. Be sure to retain original packaging and send through clear photos so we can assist you promptly.
Can I exchange an item for a different product?
If your item is faulty and you're seeking an exchange, we're happy to help. Please note:
A handling fee may apply to cover administrative and logistical costs.
Delivery times for exchanged items follow the same process as standard orders, which can vary depending on the product. Some replacements may take longer due to availability or logistics outside our control, but we’ll keep you informed every step of the way.
What if the item I want to exchange is no longer available?
If the item you’d like as a replacement is unavailable, we’ll work with you to find a suitable alternative. If no suitable option exists, we may offer a refund as a last resort, in accordance with Australian Consumer Law.
Why is my order taking so long?
Because our pieces are custom-made and not mass-produced, delivery times can vary. Some products may take longer due to their size, weight, or limited availability. Occasionally, delays happen due to external logistics or sourcing issues. We appreciate your patience and will always keep you updated on your order status.