HOW QUICKLY CAN YOU ANSWER MY QUESTION?
We respond to all messages and emails in the order they are received. Our team aims to reply within 24 hours, though we often get back sooner. Every inquiry matters to us, especially for custom order requests.
CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?
Because many of our pieces are prepared and shipped quickly, address changes may not always be possible once an order has been placed. If you notice an error, please contact us immediately with your name and order number. We’ll do our very best to make the correction before your package departs.
HOW LONG IS THE PROCESSING PERIOD?
Processing usually takes 1–3 business days from the day your order is placed. Most limited collection and ready-to-ship items are prepared within 24 hours. Custom orders may take longer depending on the design and craftsmanship required—our team will provide you with an estimated timeline when you place your order.
GENERAL SHIPPING INFORMATION
Orders are processed and shipped Monday through Friday (excluding major holidays). Once your order is ready, you’ll receive a tracking number by email.
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Limited Collection Items: Usually ship within 1–2 business days.
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Custom Orders: Ship based on agreed timelines after production.
Delivery times vary by location, typically between 5–25 days from the shipment date.
WILL MY ORDER COME IN ONE PACKAGE?
If you order multiple items, especially a mix of limited collection and custom-made pieces, they may arrive separately. Packages may arrive 1–2 business days apart.
OUT OF STOCK / BACKORDERED ITEMS
If an item from our limited collection is unavailable, we’ll notify you by email. In most cases, we can either provide an estimated restock date or process a refund. For custom orders, we’ll work with you directly to adjust your design or timeline if materials are unavailable.
ADDRESS CHANGES
If you need to update your shipping details, please reach out immediately with your name and order number. While we cannot guarantee changes once your order is processed, we’ll always try to assist before your package leaves our facility.
DO YOU SHIP INTERNATIONALLY?
Yes—we ship worldwide. Limited collection items typically arrive within 5–25 days depending on your location. Custom orders are shipped internationally once crafted and approved.
I RECEIVED A DAMAGED ITEM, WHAT DO I DO?
We take great care in packaging, but if your item arrives damaged, please contact us right away with your name and order number. For custom pieces, we’ll work closely with you to resolve the issue to your satisfaction.
HOW CAN I TRACK MY ORDER?
You’ll receive a tracking number once your order has shipped. You can also track your order directly through the Track My Order link on our website. For custom orders, we’ll provide updates during production as well as once your piece is shipped.
WHY ISN’T MY TRACKING NUMBER WORKING?
Tracking numbers may take some time to update after shipment. For international orders, updates may be limited until your package clears local customs. If you have concerns about your tracking status, our team is always available to help.
THE TRACKING NUMBER SAYS DELIVERED, BUT I HAVEN’T RECEIVED MY ORDER.
For U.S. customers, delivery issues become the responsibility of USPS once the package has left our facility. You may contact USPS at (800) 275-8777 for assistance. For international customers, please contact your local postal service. If additional help is needed, reach out to us directly.
WHAT IF SOMETHING IS MISSING OR DAMAGED?
If your order is missing an item or arrives damaged, please contact us immediately. We offer a 30-day guarantee from the delivery date to ensure you’re completely satisfied with your purchase. For custom pieces, we’ll carefully review the details with you to make it right.
