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!