Order Cancellations
Because most of our products are made to order, production begins shortly after your order is placed. Please consider the following details before cancelling your order.
Before Production Begins
If you wish to cancel your order, please contact us as soon as possible.
If production has not yet started, we will cancel your order and issue a full refund to the original payment method.
After Production Has Started
Once production has begun, your order can no longer be cancelled.
This is because the product is being manufactured specifically for you and production costs have already been incurred.
If the product qualifies under applicable consumer protection laws, you may still have the right to return it after delivery in accordance with our Returns Policy. Contact us for more details.
Orders Already Shipped
Orders that have already been dispatched cannot be cancelled.
If your order is eligible for return, you may request a return after receiving the item by following the return procedure described in this policy.
How to Request a Cancellation
To request an order cancellation, please contact us immediately and include:
- Your order number
- Your full name
- The email address used to place the order
We will confirm whether your order can still be cancelled.
Returns & Refunds
We want you to shop with confidence. If you are not completely satisfied with your purchase, we are here to help.
Please read the following policy carefully before requesting a return.
Right of Withdrawal
If you are a consumer purchasing within the European Union, you have the right to withdraw from your purchase within 14 calendar days of receiving your order, without providing a reason, except for products that are exempt from the right of withdrawal under applicable law.
To exercise your right of withdrawal, you must notify us before returning any item. We will provide you with the appropriate return instructions.
Products Not Eligible for Return
The following products cannot be returned unless they are defective, damaged upon arrival, or incorrect:
- Custom-made or personalized products
- Products manufactured specifically to your specifications
- Items that cannot be resold for hygiene or safety reasons once opened, where applicable
- Any other products excluded under applicable consumer protection legislation
If you are unsure whether your item qualifies for return, please contact us before initiating the process.
Return Conditions
To be eligible for a refund, returned items must:
- Be returned within the applicable return period.
- Be unused and in the same condition in which they were received.
- Include all original packaging, accessories, manuals, and documentation where applicable.
- Be adequately packaged to prevent damage during return transit.
Items returned damaged due to inadequate packaging or handling during return shipment may be subject to a partial refund or may not qualify for a refund, depending on the condition of the returned product.
Return Shipping Costs
Unless the return is due to our error (such as receiving the wrong item or a defective product), the customer is responsible for:
- Arranging the return shipment.
- Paying all return shipping costs.
- Any customs duties, import charges, or other fees associated with returning the item, where applicable.
Original shipping charges are non-refundable unless otherwise required by law.
Before Shipping Your Return
To help protect both you and us during the return process, we strongly recommend that you:
- Take clear photographs of the product from multiple angles.
- Take photographs of the original packaging.
- Take photographs of the shipping box after it has been securely packed.
- Keep copies of all shipping documentation.
These photographs may be requested if the shipment is lost or damaged during transit.
How to Return an Item
Step 1 – Contact Us
Before returning any product, please contact our customer support team and inform us of your intention to return the item.
We will review your request and provide detailed return instructions, including the appropriate return address.
Returns sent without prior authorization may experience delays in processing.
Step 2 – Ship the Item
After receiving our instructions, please ship the item using a reliable carrier.
Once your return has been shipped, please send us:
- The shipping receipt
- The tracking number
- Any additional information requested by our support team
We recommend using a tracked shipping service, as we cannot be responsible for returns lost in transit.
Step 3 – Inspection
Once your return arrives at our workshop, we will inspect the item to verify that it meets the return conditions.
You will receive confirmation once your return has been received and processed.
Refunds
If your return is approved, the refund will be issued to the original payment method used for the purchase whenever possible.
If exceptional circumstances require a different refund method, please contact us before returning the item so we can review the available options.
Once we initiate the refund, the time required for the funds to appear in your account depends on your payment provider, card issuer, bank, or payment method.
Although we process approved refunds as quickly as possible, the complete refund process may take up to 30 working days. Unfortunately, these processing times are outside of our control.
You will receive confirmation by email once your refund has been processed.
Damaged, Defective or Incorrect Items
If your order arrives damaged, defective, or you receive the wrong item, please contact us as soon as possible after delivery.
To help us resolve the issue quickly, please include:
- Your order number
- A description of the problem
- Clear photographs of:
- The product
- The packaging
- Any visible damage
We will review the information and work with you to provide an appropriate solution, which may include a replacement, repair, or refund.
If the issue is determined to be our responsibility, we will cover any reasonable return shipping costs.
Exchanges
We do not offer direct product exchanges.
If you would like a different product, size, or variation, please follow the return procedure (if eligible) and place a new order through our website.
Contact Us
If you have any questions regarding returns or refunds, please contact us using our contact form before sending your item.