Returns & claims

Retail orders

Thirty days from delivery to return anything unused and in its original packaging. Email us and we will send return instructions.

Refunds go back to the original payment method within five working days of the goods arriving with us.

Return shipping is on us if the item is faulty, damaged in transit, or not what the page described. It is on you if you simply changed your mind — which is fair enough, but international return freight is expensive, so please check dimensions before ordering something large.

Not returnable: food, tea, spices and honey once opened; cosmetics once opened; anything made to your specification. This is a hygiene and food-safety position, not a commercial one.

Wholesale claims

Inspect on arrival and raise any claim within seven days of delivery, with photographs of the goods and of the packaging as received.

We replace or credit: short shipment against the packing list, transit damage, a fibre content or grade that does not match the agreed specification, moisture content outside the stated range, a missing certificate that we were responsible for.

We do not accept as a claim: variation between hand-made pieces, colour differences between a dye lot and a photograph, patina on bronze or copper, or a change of mind about a specification you approved on a sample.

The sample is the reference. That is what it is for, and it is why we recommend one on every line you intend to reorder.

Goods refused at customs

If a consignment is refused entry because the product is not permitted in your market, that sits with the buyer. We will tell you what certification exists and what it covers; confirming your own country will accept the goods is your side of the work.

If a consignment is refused because a certificate we were responsible for was missing or wrong, that is ours and we will make it good.