Shipping & returns
Every piece is made to order. Here is exactly how dispatch, shipping quotes and repairs work.
Made to order
Nothing is mass produced. Once your order is confirmed we start work, and the piece is dispatched within 6 business days. If a piece needs a custom size, a different metal or silk thread, we tell you the revised timing before you pay.
Shipping cost
Shipping is a flat rate by region, so you know the figure before you pay — no surprise at checkout, and no shipping buried inside the product price.
| Destination | Flat rate | Free shipping |
|---|---|---|
| United States, Canada | $9 | on orders over $150 |
| United Kingdom, EU | $12 | on orders over $180 |
| Australia, New Zealand | $16 | — |
| Asia | $10 | — |
| Rest of world | Quoted before you pay | — |
Rates are per order, not per piece — adding a second piece rarely changes them. If your country is not listed, choose “Rest of world” and we will quote a tracked rate within one business day, before any payment is taken.
Delivery time
Transit time depends on the carrier and the destination, and we give you the estimate for your address in the same message as the shipping quote. Customs inspection, public holidays and remote destinations can add days. If a date matters to you, say so when you write and we will tell you honestly whether it is achievable.
Duties and import taxes
Prices are shown in USD and do not include import duties, VAT or local handling fees. Where these apply, they are charged by your customs authority on delivery and are the buyer's responsibility. We declare parcels accurately at their paid value — we will not under-declare, because a seized parcel is a worse outcome than a duty bill.
Returns and exchanges
Because each piece is made for you, we do not accept change-of-mind returns. What we do stand behind:
- Damaged in transit or faulty workmanship — send a photo within 7 days of delivery and we repair, replace or refund in full, including postage.
- Wrong item or wrong size dispatched — we cover return shipping and send the correct piece.
- Repairs — if a thread breaks or a clasp fails within 12 months of normal wear, we restring or repair free of charge; you pay only the return postage.
- Customers in the EU and UK keep their statutory rights, which apply in addition to this policy.
Before you order
Please confirm size and metal before paying — 925 sterling silver and 18k gold are both available on most pieces, and the price differs. If you are unsure which suits you, ask; a two-line email saves a return.