Production and quality
What if there is a problem with my order?
Short answer
Contact us with photos and your order details as soon as possible. You have 20 days after delivery to report a defect, and damage or loss in transit must be reported within 5 business days of delivery, so we can claim from the courier.
If something is wrong with your order, contact us as soon as possible with photos and your order details.
Report a defect within 20 days
You have 20 days after delivery to report a problem. Send photos of the affected items and your order details. If an item is defective, arrives damaged or is not made as you ordered, we replace it in full at no cost to you. Problems caused by handling or misuse after delivery are not covered.
Custom orders: check before dispatch
We do not accept returns on wholesale or custom orders, because every order is made or packed for you. That is why every custom order is inspected before dispatch:
- Our quality control team, or your designated agents, may inspect the products before dispatch.
- During this inspection, you may request changes or reject items if they do not meet the agreed specifications.
Damaged or lost in transit
If your order arrives damaged or is lost in transit, contact us within 5 business days of delivery, so we can claim from the courier. Provide photos (for damaged items) and the shipment details. We will work with the courier to resolve the issue and offer a suitable solution. See What if my shipment arrives damaged or gets lost?
We are not responsible for delays caused by third-party shipping providers, but we will always assist in resolving any issues. We are not responsible for delays or losses due to incorrect or incomplete addresses, and additional shipping charges may apply for re-delivery.
Shipping of replacements
We do not accept returns, so there is no return shipping to pay. When we replace an item that is defective, damaged or not made as you ordered, we cover the shipping of the replacement.
How to report a problem
- Your order or quotation number
- Photos of the affected items
- The shipment details, such as the tracking number
- How many pieces are affected
Email everything to [email protected] or send it to your account manager. The full rules are in our Refund and Return Policy and our Shipping Policy.
With a customer account, you can also click Message us about this order on the order page in My Account. It opens the website chat, where you can attach photos (up to 10 MB each). We email you when we reply.
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