Returns, replacements & refunds

Contact us if the item:

• arrives damaged or has a functional defect;
• is not the product, colour, quantity or personalisation confirmed in your order;
• is missing from the parcel; or
• is materially different from its product description or agreed custom specification.

Small variations in stitches, shape, placement, dimensions or screen-to-real-life colour are a natural part of handmade work and are not defects by themselves.

1. Message or email us with your order number and a short description of the issue.
2. Send clear photos of the item, packaging and shipping label where relevant.
3. Keep the item and packaging until we confirm the next step.

Please report visible damage or a wrong item as soon as practical, preferably within 48 hours of delivery, so we can document it with the courier. An unboxing video is helpful but not mandatory. A later report will still be considered where the issue was not reasonably visible earlier or applicable law gives you a longer right.

Once verified, we will normally offer a free repair or replacement where that is reasonable. If we cannot provide one within a reasonable time, or another remedy is required by law, we will offer an appropriate price adjustment or full refund.

If the item needs to come back, we will arrange or reimburse reasonable return shipping for an accepted damage, defect, wrong-item or misdescription claim. Do not send a parcel before we provide instructions. In some clear damage cases, we may confirm that no return is needed.

Because pieces are handmade in small quantities, we do not normally accept a return only because you changed your mind, no longer need the gift, or chose the wrong colour or size after receiving what was ordered.

Personalised, made-to-order and custom pieces cannot normally be returned for preference reasons once properly made to the approved details. This does not affect remedies for damage, defect, a wrong item, material misdescription or another right under applicable law.

• Online payment: sent back to the original payment method.
• Cash on delivery: sent to the UPI ID or bank account you provide privately after approval.

We initiate an approved refund within 5–7 working days. Your bank or payment provider may take additional time to show the credit. We do not deduct a handling fee from an accepted product-issue refund.

For an order that has not shipped, see the separate Cancellation policy. If you are unhappy with how a claim was handled, use the escalation steps on our Business & grievance page.