Hello! How can we help you?

Here you can find the most frequently asked questions on various topics. If you can't find your question, please feel free to contact our support team.

General

How can I cancel my order?

Send us an email to support with your order number and the reason for cancellation. You will then receive a confirmation of the cancellation by e-mail. However, because our products are all customized, once the order is sent to the workshops, a cancellation is no longer possible. So for withdrawing the order, you have 24-36 hours.

Goods (partially) not received, what to do?

In most cases, the goods are still on the way to your home. If this is not the case, please contact our support. You can send us e-mail, we will contact you soon. 

I have ordering problems, what can I do?

Please email us and describe your problem. We will help you!.

Returns

Do I get all the money back if I return the product?

Sorry, all of our products are customized, they can't be resold to other customers. So if you insist to get your refund, 50% of refund is negotiable. (depends on the weight of your order, express fee is too high)

Who pays the shipping costs in case of a return?

You have to bear the costs for a return yourself. You then also have the option to decide which parcel service you choose and whether you want to insure the package or not.

How can I return my product?

Once you notify us of the return, we will review your request.

We will then approve the return and send you a customized return form to the email you provided.

Shipping

To which countries do you deliver?

Currently, we ship our products to the US, Canada, Europe and most middle-east countries.

Which parcel service provider do you use to send my parcel?

The service provider is chosen individually, depending on the address to which your package will be delivered. We always choose the best option for your address.

How long will it take to ship my order?

You can find more information about shipping on product page. In average, 2 weeks for porcelain, 4 weeks for wool felt.