Returns, Cancellation & Refunds

An order you have created but not yet paid for can be cancelled instantly, by you, from your order page on the website or in the app. Nothing has been charged, so there is nothing to refund.

If you simply walk away, the order cancels itself after 30 minutes and the stock goes back on sale.

Once a payment has gone through, the order is with the workshop and cancellation is no longer automatic. Write to Support email — to be completed with your order number as soon as you can.

• If the parcel has not been handed to the courier yet, we will cancel it and refund you in full, including delivery.
• If it has already been dispatched, we cannot recall it — but you can refuse the delivery or return it under the section below.

We do not charge a cancellation fee, and we do not issue store credit in place of a refund unless you ask us to.

Return window

Return window — to be completed from the day the parcel is delivered.

Condition

Unused, unwashed and undamaged, with any tags and the original packaging intact.

Return postage

Who pays return postage — to be completed

How to start one

Email Support email — to be completed with your order number and a photograph of the item. We will confirm the return address before you send anything back.

Please do not post anything back before we have confirmed the return. A parcel that arrives unannounced is very hard to match to an order, which is what turns a simple refund into a long one.

Non-returnable items — to be completed cannot be returned once delivered, unless they arrive faulty or damaged.

Natural variation is not a fault. Handmade pieces differ from one another in weave, dye lot and painted detail, and screens render colour differently — that is set out in our terms. A tear, a flaw, transit damage or an item that is not what was described is always returnable, and none of this affects your rights under the Consumer Protection Act 2019.

Where it goes

Back to the card, UPI handle or bank account you paid from. We cannot redirect a refund to a different account — that restriction is Razorpay's and it exists to stop refund fraud.

When we issue it

Within Refund window — to be completed of the returned item reaching us and passing inspection, or of us cancelling an order.

When it lands

Your bank decides that, and it is usually a few working days after we issue it. We will send you the refund reference so you can quote it to them.

Delivery charge

Refunded in full where the fault was ours or we cancelled the order. Not refunded where you changed your mind about part of an order that has already shipped.

If a payment leaves your account and the order does not appear, nothing is lost. Our payment provider reports the outcome to us independently of your device, so an order that was genuinely paid for is reconciled automatically — usually within minutes, even if the app lost its connection at exactly the wrong moment.

Where a payment fails at the bank’s end but the amount is still debited, it is an authorisation hold rather than a charge, and your bank releases it on its own schedule. If it has not cleared in a week, send us the order number and the bank reference and we will chase it with Razorpay.

Write to us first — most of this is faster to fix than to argue about. If we have not resolved it, our Grievance Officer is named on the Contact page, and is obliged to acknowledge your complaint within 48 hours and resolve it within a month.