What should I do if my item arrives damaged?

We understand how disheartening it can be to receive an item that has been damaged during transit, and we aim to support you with clarity and calmness. As part of our internal protocol, every shipment is screened upon arrival at our facility. This first-hand inspection helps us confirm the condition of the products when they reach us and allows us to identify where in the journey any damage may have occurred. This step ensures we send out only pieces that are intact, secure, and ready for their new home.

If you notice damage upon receiving your order, please contact us within 12 hours of delivery. While we do our best to assist, we are only able to offer support within this specific timeframe. Once this window passes, the matter moves beyond our scope of control, and we are unable to provide further assistance.

For assessment purposes, we define damages as: items that are cracked into pieces, shattered, unusable, or non-functional. To begin the process, we kindly ask for two images: a wide-angle photo showing the overall condition of the item, and a semi close-up photo clearly capturing the area of concern. With this information, we are able to contact the drafters or factories to request replacement parts when applicable.

Processing time for replacements typically takes 2 to 3 weeks, though it may be shorter depending on availability. Timelines may extend during festive seasons, public holidays, or high-volume periods, and we appreciate your patience during these times.

For hygiene and territorial-boundary reasons, we are unable to accept returns or resell items once they have been opened, even if unused. Once packaging has been exposed to an open space, it can no longer be handled as new due to pheromone and environmental considerations.

We also gently ask customers to consider their purchase decisions thoughtfully, as we are unable to accommodate requests based on change of mind or emotional shifts after an order has been placed. In the event an item no longer feels suitable for your space or routine, you are encouraged to resell it through your preferred channels. Many of our customers have found new, appreciative homes for pieces this way.

With this understanding, we kindly remind all owners that order placement reflects final decision-making, including responsibility for time management and spatial planning. These guidelines are shared with warmth and transparency, so you may shop with confidence and clarity.

How are my items packaged?

As a homegrown brand, we continue to offer the familiar presentation packaging that many of our customers have come to recognise over the years. This remains part of our identity, a small gesture of care as your item begins its journey home.

For pieces that come from our fabricators, drafters, and partnered vendors, we follow an approach rooted in both protection and sustainability. Original packaging from these creators is used whenever possible. To strengthen the parcel for travel, we add additional layers of bubble wrap to enhance cushioning during transit. This helps ensure that each piece is supported throughout the shipping process while avoiding unnecessary waste.

If an original package arrives to us already damaged or compromised, we will manually rewrap your item with thick, secure layers of bubble wrap and cling wrap. This method provides both waterproofing and impact protection, allowing the piece to travel safely even without its initial packaging.

Our intention is always to balance thoughtful presentation with practical care, so your items arrive in a condition that reflects the respect we hold for your purchase.

What should I do if the item I want is sold out?

When an item is sold out or temporarily unavailable, you are warmly welcome to leave your details in the “Let me know when this item is available” box on the product page. This allows us to gently notify you as soon as the piece returns to stock, without the need to check back repeatedly.

Restocks may take time depending on production schedules and material availability, and we truly appreciate your patience and interest. We hope the piece you are waiting for will find its way to you at just the right moment.

Why do our items start with limited stock?

We begin with smaller stock quantities as a way to observe genuine demand and ensure we are creating responsibly. This approach helps us understand which pieces truly speak to our community. As interest grows, we are able to increase availability and explore sourcing similar or newer items to complement the collection.

Your preferences guide our direction, and we appreciate your patience as we grow mindfully.