Returns & Refunds

Our promise is simple: if something is wrong with your order, we refund it or replace it, and you do not have to send anything back.

The 30-day promise

You have 30 days from the day your parcel arrives to tell us about a problem. We put it right, at no cost to you, if your item:

• arrived damaged or broken;
• is faulty;
• is not the item you ordered, or is clearly different from its description or photos;
• never arrived (see our shipping page for the delays we count).

You choose between a replacement and a refund. A refund covers the item and, when the whole order is affected, the delivery charge.

How to ask

1. Go to order support and give your order number and the email used at checkout.
2. Tell us what is wrong.
3. We reply by email within two business days. Answer that email with a photo of the item, and of the packaging if it arrived damaged.

No need to send it back

Our products are sent directly from our supply partners abroad, and posting a parcel back would cost you more than most of our items are worth. So we do not ask for it: a photo is enough. You keep the item or pass it on.

Refunds

Refunds go to the payment method you used, within 5 business days of our confirmation. Your bank can take a few more days to show it.

If you changed your mind

You can cancel an order free of charge until it is dispatched: write to us as soon as possible with your order number. Once an order has been dispatched we cannot cancel it, and we do not refund items that arrived as described simply because they are no longer wanted. Please check sizes, materials and measurements on the product page before ordering, and ask us if anything is unclear.

Normal variation is not a fault

Natural stones and hand-finished pieces vary in colour, pattern, size and shape, and screens show colours differently. These small differences are part of the product and are not a reason for a refund. A piece that is clearly a different stone, colour or design from the one you ordered is.

Your consumer rights

This policy is offered in addition to your legal rights and never limits them. If you live in Australia or New Zealand, our goods come with guarantees that cannot be excluded under the Australian Consumer Law and the New Zealand Consumer Guarantees Act 1993: you are entitled to a replacement or refund for a major failure and to have other faults put right, including after the 30 days above where the law provides for it.

Last updated: 9 October 2026.