A customer can contact us within 6 months of purchase, to let us know the item they purchased has become faulty. Please see our customer returns policy here.
We will contact you to arrange for repair, replacement or return of the item for a refund.
We will ensure we provide images of the faulty item/s, where applicable.
We will ask you to confirm if you require the faulty item to be returned to you. In some cases, we will not have the faulty item returned if it poses a logistical issue, for example we cannot ship broken glass.
If the customer opts for the item to be repaired or replaced:
We will ask you to ship the repaired/replaced item to the customer within 10 days of our initial email to you regarding the faulty item.
If the customer is based in the same country as your country of fulfilment (domestic shipment), we will ask you to ship the replacement/repaired item using your own shipping labels.
We require that you share this tracking information within 10 days of our initial email to you regarding the faulty item.
If the customer is based in another country (international shipment), we will provide shipping labels for you to ensure the customer is not asked to pay duties or import fees unnecessarily.
If the customer opts for a return for refund:
We will inform you of the fault and if you confirm the faulty item needs to be returned, we will provide the customer with return labels.
Once the return is delivered, we will mark the return as ‘Returned’ and issue a refund or credit to the customer.
We’re unable to offer a repair, replacement or refund for items that they have owned for more than 6 months.