01
When claims are accepted
We want every order to feel right. To protect both you and us, we accept claims only in these cases:
- Wrong item: the delivered product does not match what you ordered.
- Damaged item: the product arrived physically broken or unusable.
- Out of stock after prepay: you paid, but we could not dispatch.
02
Proof of unboxing
Required for damage or wrong-item claims
A clear, uncut unboxing video is required. The video must show the shipping label before opening, and the damage or wrong item immediately upon opening.
Without this video we cannot accept the claim.
03
How to raise a claim
Head to our contact page within 48 hours of delivery. Share your order ID and we’ll ask you to email the unboxing video.
04
What is not covered
- Change of mind after placing the order.
- Slight colour or texture variations due to lighting or screen calibration — these are normal for curated pieces.
- Claims made after 48 hours from delivery.
05
Resolution time
Approved claims are resolved within 5–7 business days via refund, replacement or store credit — whichever works best for the case.