Returns & Exchanges
Can I return a custom-made product?
Products custom-made specifically to your requirements cannot be returned or exchanged unless the item is faulty or damaged. Please take good care when selecting and/or customising your product. Our team is here to help you design the perfect item for your space!
Can I return a stocked item?
We may be able to offer returns or exchanges for small decorative items. Please speak to our team members prior to purchasing any stocked items.
Can I return an item which has been ordered for me?
Items ordered specifically for you cannot be returned or exchanged unless the item is faulty or damaged. Please take good care when selecting your product.
My item arrived damaged. What should I do?
We make sure to use exclusively selected delivery companies who we trust to take great care with our items. On very rare occasions, an item might be damaged during transportation. If this is the case, please contact us within one week of receiving your order. We will arrange for the damage to be repaired, or for the item to be replaced if repair is impossible.
In order to expedite the process, please email us images of the damage at firstname.lastname@example.org. Damage claims made 7 or more days after delivery will be treated as warranty claims, and the customer will bear the delivery costs incurred in the process.
My item arrived with a fault. What should I do?
We pride ourselves on conducting strict quality control of all our products. If you notice a fault, please contact us within one week of receiving your order. We will contact the relevant manufacturer in order to repair the damage or replace the item if repair is impossible.
In order to expedite the process, please email us images of the fault at email@example.com. For all warranty claims, the customer will bear the delivery costs incurred in the claim process.
My new product does not fit into my place. Can I return it?
Unfortunately, we cannot offer returns or refunds if your item does not fit in your space. Please ensure that you have measured your space and delivery access carefully before placing your order. Our experienced team members are ready to provide you with as much information as possible to ensure that you have everything you need to know.
I have just placed my order. Can I cancel it?
You can cancel your order within 72 hours of placing a deposit. After this time, your order will be sent to the relevant manufacturer/supplier. If you wish to cancel your order after the manufacturing process has begun, the order cancellation fee is 50% of the original purchase price. Please feel free contact us to check the status of your order.
My custom-made item is slightly different to what I expected.
All of our custom made items are handcrafted here in Sydney by highly skilled craftspeople. Due to the nature of handcrafted furniture (rather than machine-made), each piece may vary slightly in dimensions, appearance, or firmness. This could be due to variations in each batch of fabric, leather, foam, wood, or other components. These variations are not considered faults, but rather reflect the unique character of each piece.