Before production starts
Because a request is confirmed by a person before a piece is built or finished, you can cancel or change an order at no cost any time before the workshop begins work on it.
Once a piece is in production
Custom and made-to-order pieces — most of the catalogue — cannot be returned for a refund once a workshop has started cutting, finishing or upholstering, the same way a commissioned piece of furniture works anywhere. We will tell you plainly, before you commit, whether the specific piece you’re asking about falls into this category.
Damage in transit or a manufacturing fault
If a piece arrives damaged or with a genuine fault in material or joinery, contact us with photographs and we will arrange a repair, replacement part, or resolution — this is covered regardless of the made-to-order status above.
Ready-made stock
A small number of catalogue items (glass canisters, some cushions and mats) are held as finished stock rather than made to order. These can be returned within a reasonable window of receipt, unused and in original packaging — confirm eligibility for your specific piece when you request it.