Returns, Refunds & Buyer Protection
Every piece leaving our workshops in Guangzhou and Shenzhen is inspected twice — stitches counted, edges pressed, hardware tested. Before final dispatch we send you detailed photographs for your approval. This page explains, plainly, what happens if the craft is not right once it reaches you.
1. Pre-shipment photo confirmation
Once your piece is ready, we email detailed photographs to the address on your order. You confirm the colourway, hardware, stitching and finish. Dispatch happens only after your approval. Additional measurements are available on request.
2. Order cancellation — 100% refund before dispatch
You may cancel any order before it ships for a full refund, no questions. Once a package is in transit, cancellation is no longer possible.
3. Return window — 14 days from delivery
If a piece arrives and something is not right, you have 14 days from the recorded delivery date to open a return. Two paths are available:
Path A — Full refund. Return the piece to our freight address (concierge will send you the details). You cover return shipping. On safe receipt, we refund the full product value to your original payment method within 5 business days.
Path B — Replacement at 60%. Keep the original piece and we craft a replacement at 60% of the original purchase price. Useful when the first is a gift and the second is for you.
4. Defective or damaged goods — we cover it
If the fault is on our side — a loose stitch, a hardware misalignment, a clear workshop defect — take clear photographs and write to [email protected]. We will repair, replace or refund at our expense. No return shipping on your side.
5. Customs seizures — our 40% guarantee
Our packages travel discreetly in neutral packaging, with no brand markings or declared values that invite customs scrutiny. Delivery to the United States, Canada, the United Kingdom, the European Union and Australia completes successfully in the overwhelming majority of cases.
In the rare event that a package is held, returned or seized by customs, we will ship a replacement piece at 40% of the original price. That is our customs guarantee.
6. What we cannot accept back
- Custom or bespoke orders where you requested non-standard colour, hardware or engraving.
- Pieces damaged after delivery through normal or abnormal use.
- Returns sent without prior concierge confirmation — always email us before shipping anything back.
7. How to reach us
Email [email protected] with your order number and clear photographs of the issue. We reply within one business day — usually sooner.