You can request a cancellation as soon as possible after placing your order. However, because many of our products are made specifically for you, cancellation may not be possible once we have started designing, sourcing materials, producing, or customising your order. If your order has already entered production, the order cannot be cancelled.

You can request changes before production begins. Once production has started, changes may not be possible. If a change is possible, any additional cost or impact on the delivery timeline will be communicated to you before proceeding.

Because customised products are made specifically for an individual customer, we generally do not accept returns or exchanges for change of mind, preference, incorrect information provided by the customer, or other reasons unrelated to a product defect or our error.

If the mistake was made by us—for example, incorrect personalisation despite receiving the correct information from you—we'll work with you to resolve it. Please contact us with your order details and clear photographs/videos of the product as soon as you receive it so we can assess the issue and determine the appropriate resolution.

We're sorry—that's not how your gift was supposed to arrive. Please contact us within 24–48 hours of delivery with clear photographs/videos of the outer packaging and the damaged product, preferably before disposing of any packaging. We'll review the issue and, where the damage occurred during transit or is attributable to us, work with you on an appropriate resolution.

Please contact us as soon as possible after delivery with your order number and clear photographs/videos of what you received. If we have made an error—such as sending the wrong product or missing an item—we'll investigate and provide an appropriate resolution.