Frequently asked questions
Orders, shipping, returns and the products themselves — the answers we are asked for most. If yours isn't here, just ask us.
Orders & payment
How do I place an order?
Add the items you want to your cart and go to checkout. You can pay as a guest — an account isn't required — though creating one makes it easier to track your orders and reorder later.
Which payment methods do you accept?
We accept all major credit and debit cards, plus the wallets and express checkout options shown at checkout. Every payment is processed securely by Shopify Payments — we never see or store your card details.
Can I change or cancel my order?
Yes, as long as it hasn't shipped. Email us as soon as possible with your order number and we'll amend or cancel it. Once a parcel has left our warehouse it has to be handled as a return.
Shipping & delivery
Where do you ship to?
We ship worldwide. Shipping costs and any available options are calculated at checkout once you enter your delivery address.
How long will my order take?
Orders are usually dispatched within 1–2 business days. Delivery then typically takes 3–7 business days domestically and 7–15 business days internationally, depending on the destination and customs clearance.
How do I track my parcel?
As soon as your order ships we email you a tracking link. If it hasn't arrived, check your spam folder first, then contact us and we'll resend it.
Will I have to pay customs or import duty?
International orders may attract import duty or local taxes on arrival. These are set by your own country and are the recipient's responsibility — they are not included in the price you pay us.
Returns & exchanges
What is your returns policy?
If something isn't right, contact us within 7 days of delivery. Unused items in their original packaging can be returned for a refund or exchange. Made-to-order and personalised pieces are excluded unless they arrive faulty.
My order arrived damaged. What now?
Email us a photo of the item and the packaging within 48 hours of delivery and we'll arrange a replacement or a full refund. You won't be asked to pay return postage on a damaged item.
About our products
Why does my item look slightly different from the photo?
Because it was made by hand. Small differences in tone, finish, grain and size are normal on handcrafted brass, wood and textile pieces — they're the signature of a real artisan product rather than a machine-made one.
How do I care for brass items?
Wipe with a soft dry cloth after use and keep them out of prolonged damp. Brass naturally darkens over time; if you prefer the bright finish, polish occasionally with a little lemon and salt or a standard brass polish, then dry thoroughly.
Are your products safe for food use?
Items described as kitchenware or serveware are made for food use. Anything decorative — idols, ornaments and lamps — is not intended for serving food. The product page always states which is which.
Do you offer wholesale or bulk pricing?
Yes. We supply retailers, interior designers and corporate gifting clients worldwide. Tell us what you need on our wholesale page and our trade team will come back to you with pricing.