Last updated: October 22, 2026
We want your order to match what you chose. This policy explains our voluntary 30-day returns service and how to get help with an incorrect, damaged or faulty item. It does not limit any mandatory consumer rights.
30-day returns for standard products
Contact us within 30 calendar days after delivery to request a return of a standard, non-personalised product. For a change-of-mind return under this voluntary policy, the item must be unused, undamaged and complete, with its original packaging where reasonably available. Please keep your order number or other proof of purchase.
These conditions do not prevent you from reasonably inspecting goods or exercising statutory cancellation, warranty or faulty-goods rights. Sale-priced standard products are eligible on the same basis.
How to request a return
- Use our Contact Us form or call +86 186 6635 6088. Give your order number, the item and the reason for your request.
- For damage, a wrong item or a quality issue, include a description and photographs if reasonably available. We will help even if you cannot provide a photograph.
- We will provide return instructions and the correct return address. Please contact us before posting an item; do not send it to a payment provider, carrier or an address taken from a parcel label.
- Pack the item securely and keep proof of posting. A tracked service is recommended for valuable items.
Contacting us for instructions does not replace or restrict a statutory right to give an unambiguous cancellation notice.
Return shipping costs
For an ordinary change-of-mind return, you pay the direct return postage unless applicable law requires otherwise. If we supplied a faulty, damaged or incorrect item, we will arrange return shipping or reimburse reasonable agreed return costs. Contact us first so we can arrange the appropriate solution.
We do not charge a restocking fee for an eligible return, and we do not deduct a notional outbound shipping charge from an order that was shipped free.
Damaged, faulty, missing or incorrect items
Please tell us as soon as reasonably possible if an item arrives damaged, is faulty or differs materially from its description, or if your order is incomplete. We will work with you on an appropriate replacement, repair or refund, subject to your legal rights. The voluntary 30-day window does not shorten any statutory warranty or claim period.
Small variations in handmade details or on-screen colour may occur, but this does not excuse a material difference from the product description or the specific style you ordered.
Personalised items and exchanges
Where an item is clearly identified before purchase as made to your individual specifications or personalised for you, change-of-mind returns may be excluded where permitted by law. A standard design or style selected from our catalogue is not automatically personalised merely because it is handmade. Faulty-goods and incorrect-item rights still apply.
Contact us if you would like a different style. Exchanges depend on stock availability; we may arrange a return and refund followed by a new order instead.
Refunds
Once a returned item is received, we will inspect it and tell you the outcome. We will initiate an approved refund to the original payment method within 7 business days, or sooner if required by law. Where the law requires a refund based on proof of return or another earlier event, that deadline takes priority. Your bank or payment provider may take additional time to display the credit.
If any amount is not refundable, we will explain the reason and calculation. Store credit will not be substituted for a refund you are entitled to without your agreement. If a refund has not appeared, contact us with your order number so we can check its status.
Cancellations and statutory rights
For an unshipped standard order, contact us promptly to request cancellation. If dispatch has already occurred, follow the return process above. For genuinely personalised work already in production, any cancellation restrictions must have been disclosed before purchase and remain subject to applicable law.
If mandatory law gives you a withdrawal period, a longer warranty, an earlier refund deadline or another remedy, those rights prevail over this policy. Where applicable, EU/EEA consumers have a 14-day distance-selling withdrawal right, subject to lawful exceptions; the handling permitted by that right is not restricted by our voluntary unused-item condition.
See our Shipping Policy, Privacy Policy and Terms & Conditions.