Client Care
Frequently asked questions
Straightforward answers about materials, orders, gifting and care.
Objects & materials
Understanding the piece
Will every handmade object look identical?
No. Where an item is handmade, the product page describes the expected range of colour, texture or dimensional variation. These differences do not automatically indicate a defect.
Where can I find dimensions and material details?
Each product page includes dimensions, materials, finish and care information. Contact client care before ordering if the object must fit a precise location.
Do symbolic descriptions promise a result?
No. Symbolic and cultural notes provide context and interpretation only; they are not medical, financial or outcome guarantees.
Orders & payment
Placing an order
When is my order confirmed?
An order is confirmed after successful payment and an order confirmation email. Custom enquiries follow a separate quotation and approval process.
Can I change an order after checkout?
Contact client care promptly. Changes are not guaranteed once packing or production has begun.
Can prices display in another currency?
Use the currency selector where available. The checkout identifies the final transaction currency before payment.
Delivery & returns
Receiving your order
How is delivery calculated?
Available methods, estimated timing and price are calculated at checkout from the destination and basket contents.
What should I do if an item arrives damaged?
Keep all packaging and contact client care promptly with the order number and clear photographs of the parcel and object.
Are custom items returnable?
Personalized and made-to-order products are generally excluded from change-of-mind returns unless faulty, subject to applicable consumer law.
Custom service
Beginning a project
What information should I provide?
Recipient or use case, quantity, budget, required date, delivery destination and any inscription or packaging requirements.
Does an enquiry reserve stock or production time?
No. Availability and scheduling are reserved only after the proposal, terms and required payment are confirmed.
A note on natural variation
Color, translucency, inclusions and pattern vary from piece to piece. These differences are part of the material, not defects. Product measurements are approximate unless a listing states otherwise.