When a return can be requested
We inspect orders before dispatch, but if an item is damaged on arrival, incorrect, or not as described, please raise it as soon as possible. Handmade pieces often carry small variations in glaze, grain, stitch, weave or finish, and those natural differences are part of the item rather than a fault.
For returns to be considered, the item must be unused, in its original condition, and packed carefully with all parts included. If the item was purchased as part of a set, the full set may need to be returned together. We assess each request case by case, especially where fragile ceramics or mixed-material pieces are involved.
- Damaged in transit
- Wrong item sent
- Clear defect beyond normal handmade variation
- Missing component from a set or bundle
How to send through a return request
Use the enquiry form on our contact page and include your order number, the item name, and a short note explaining the issue. If the item arrived damaged, add clear photos of the outer parcel, inner wrapping and the item itself. This helps us check what happened and advise on the next step.
Please keep all packaging until the matter is settled. For breakable goods, packaging is often needed for inspection and for any collection or replacement arrangement. If the original packaging has been discarded, mention that in your note so we can advise on the best way forward.
- Order number
- Item name and quantity
- Photos of damage or issue
- Your preferred contact details
Condition rules for ceramics, textiles and wood
Returned goods must be clean, unworn or unused, and free from smoke, pet hair, strong odours or washing marks. For ceramics, do not remove labels or use the item after receiving it if you think there is a problem. For textiles, please avoid washing, ironing or altering the piece before a return is agreed. For wood items, avoid oiling, sanding or treating the surface before assessment.
Some pieces are made with natural materials that may change slightly with normal use or exposure to moisture, sunlight or coastal air in places like Cape Town and Durban. That sort of change is not treated as a defect unless it affects the item beyond what is expected for the material. Minor marks from handling or display can also affect eligibility.
Faults, breakages and wrong items
If an order arrives with a breakage, chip, stain, sizing error or the wrong item, let us know straight away through the enquiry form. We will ask for enough detail to check the issue properly and decide whether a replacement, repair, store credit or refund is suitable.
In many cases, a photo set is the fastest way to assess a claim. For a broken mug, bowl or platter, photograph the item from several angles and include the packing material. For textiles, show the full piece and the area of concern. For wooden decor, focus on the affected section and any visible damage to the surface or joinery.
- Report the issue promptly
- Keep the item and packaging
- Provide photos where possible
- Wait for confirmation before posting anything back
Gift orders, custom bundles and registry items
Gift orders, curated boxes, housewarming sets and wedding registry pieces can be returned where the item meets the return rules above. If a gift note was included, please mention the recipient name and order details so we can trace the order faster. Custom bundles may have mixed items, so only the affected piece may be eligible depending on how the order was packed and supplied.
Where a return is accepted for a gift, we will usually work with the original buyer or the person listed on the order, depending on the circumstances. If the item was part of a corporate or bulk order, the handling may differ because quantities, packaging and delivery routes are managed as one shipment.
Delivery areas and return handling
We deliver across South Africa, including Cape Town, Johannesburg, Durban, Pretoria and Stellenbosch, with local coverage for Woodstock, the Southern Suburbs and the Atlantic Seaboard. Returns are handled with the same care as outgoing orders, especially for fragile ceramics and hand-finished decor items that need proper padding.
Depending on the location, the return method may involve collection, drop-off or another practical arrangement. Please do not send an item back without confirmation, as unapproved parcels can be delayed or rejected. Once the item reaches us and is checked, we will advise on the outcome and next steps.
- Cape Town delivery areas
- Woodstock delivery area
- Johannesburg delivery area
- Durban, Pretoria and Stellenbosch delivery areas
Care advice and replacement help
Many return issues can be avoided with the right care. Ceramics should be washed by hand where the maker advises it, textiles should be cleaned according to the fibre type, and wooden pieces should be kept dry and wiped with a soft cloth. If you are unsure how to care for an item, ask for guidance through the enquiry form and include the product name.
When a return is approved, we will explain the available option clearly. That may include replacement help, a refund where suitable, or another fair resolution based on the item and the issue reported. Our team handles these cases with practical attention, especially where the goods are handmade and no two pieces are exactly alike.
