Policies

Shipping Policy

Thank you for supporting our handcrafted brand! Because every piece is meticulously made-to-order with love, care, and attention to detail, please review our shipping guidelines below.

1. Processing & Creation Time

  • Handmade & Custom Orders: Most of our items are handcrafted or personalized specifically for you. Please allow 3 to 7 business days for production before your order is ready to leave our studio.

  • You will receive a notification once your unique piece has been crafted and handed over to our shipping partners.

2. Shipping Rates & Delivery Within Egypt

We partner with trusted local courier services to ensure your fragile handmade items arrive safely at your doorstep.

  • Cairo & Giza:

    • Delivery Time: 1–3 business days after processing.

  • Alexandria & Delta Governorates:

    • Delivery Time: 2–4 business days after processing.

  • Upper Egypt & Canal Cities:

    • Delivery Time: 3–5 business days after processing.

Note: Delivery times are estimated in business days and exclude Fridays, Saturdays, and official Egyptian national holidays.

3. Order Tracking

Once your order is dispatched, you will receive a tracking link or number via SMS or WhatsApp so you can monitor your package's journey in real-time.

4. Secure Packaging & Damaged Items

We take extreme care in packaging our delicate handmade and resin products securely to prevent transit damage.

  • If your package arrives damaged, please take clear photos of both the outer packaging and the damaged item within 24 hours of delivery and contact us immediately so we can assist you.

5. Incorrect Addresses & Failed Deliveries

  • Please ensure your shipping address, phone number, and delivery notes/landmarks are accurate at checkout.

  • If a package is returned to us due to an incorrect address or failed delivery attempts by the courier, the customer will be responsible for covering any additional re-shipping fees.

6. Contact Us

If you have any questions regarding your shipment, need a rush order for a special occasion, or require custom delivery arrangements, please reach out to us directly through our social media channels or customer support line.


Return & Refund Policy

Thank you for shopping with us! We take great pride in the heart and hands that go into crafting every single piece. Because our products are handcrafted using delicate materials like resin, concrete, wax, and crochet, we have tailored our return and refund policy to ensure fairness and quality for all our customers.

1. Custom & Personalized Items

  • Non-Returnable: Any items that are custom-made, personalized (e.g., custom names, specific color requests, custom sizing), or tailored to your exact specifications cannot be returned, exchanged, or refunded.

  • We begin crafting these pieces specifically for you once the order is confirmed, making them unique to your order.

2. Standard (Non-Custom) Items

For our standard, ready-to-ship collections (non-customized items), we accept returns or exchanges under the following conditions:

  • Timeframe: You must notify us within 14 days of receiving your package to request a return or exchange.

  • Item Condition: To be eligible, the product must be unused, in its original condition, and in its original packaging.

    • Candles: Must be unlit and undamaged.

    • Crochet: Must be unworn, unwashed, and free of any odors, stains, or pet hair.

    • Resin & Concrete: Must be entirely free of scratches, cracks, or signs of wear.

3. Return Shipping & Fees

  • Courier Fees: For standard returns or exchanges due to a change of mind, the customer is responsible for covering the return shipping fees charged by the courier service.

  • Collection: We will arrange for a courier to pick up the item from your doorstep at a scheduled time.

4. Damaged, Defective, or Incorrect Items

We take extra precautions when packaging fragile materials like concrete and resin. However, if your order arrives damaged during transit or if you receive the wrong item:

  • Please inspect your package upon arrival and contact us within 24 hours of delivery.

  • Send us clear photos/videos of the damaged or incorrect item along with your order details.

  • Our Commitment: If the fault is ours or the courier's, we will gladly arrange a free replacement or a full refund, covering all shipping costs.

5. Refund Process

  • Once your return is received and inspected at our studio, we will notify you regarding the approval or rejection of your refund.

  • Approved Refunds: Will be processed based on your original payment method (e.g., Vodafone Cash, InstaPay, bank transfer, or cash refund via courier, depending on what is available).

  • Please note that original shipping fees are non-refundable unless the return is due to a mistake on our part.

6. Contact Us

If you need to initiate a return, exchange, or have a question about a specific piece you ordered, please reach out to us via our social media pages or customer support chat. We are always here to help find a solution!