Refund policy

Cancelling an order

You may cancel within 24 hours of ordering, for any reason, and we refund you in full — unless the piece has already shipped. If one was finished and waiting in the workshop, it can leave the same day; you will have a tracking number by email the moment it does.

After 24 hours the piece is being made for you, and the order can no longer be cancelled.

To cancel, reply to your order confirmation email.

If we are late

If we have not shipped within 30 days of your order, you may cancel for a full refund, whatever the reason for the delay. If we already know we will be late, we write to you before that point.

If the wood you chose is not available

Wood comes one block at a time, and a species is not always in the workshop. If we cannot make your piece in the wood you ordered, we write to you at once and offer another wood.

If none of them suits you, we refund you in full — even after the 24-hour window has passed. We never substitute a different wood on our own.

If we do not hear back from you within 7 days, we refund you in full and cancel the order.

Returns

We do not accept returns or exchanges for change of mind. Each piece is turned individually for the order it belongs to and cannot be offered again as new. Please read this before you order.

This does not affect what follows. If a piece arrives damaged, or is not what we described, we refund you in full.

Damage in transit

If a piece arrives damaged, email us within 7 days of delivery with photographs that show the damage to the piece and the packaging, and please also report the damage to the post office that delivered it (this is what the postal insurance requires; it costs you nothing). We reply within 2 business days. When the photographs show the damage, we refund you in full — the price of the piece and the shipping you paid us. Import taxes you paid on delivery are not refundable by us; you may be able to reclaim them from your own customs authority. If you cannot take photographs, or if the photographs do not make the damage clear, we will arrange for the piece to be returned to us at our expense so that we can check it. If we find the damage, we refund you as above; if we do not, we send the piece back to you at our expense. We may also ask for a damaged piece to be returned, at our expense, for the insurance claim. Please keep the piece and the packaging until we have refunded you and told you they are no longer needed (at most 30 days after the refund). Damage or discolouration caused by a biosecurity or customs treatment in the destination country — shown by the treatment notice or fee charged to you by that country's authorities — is not covered by this policy; see Shipping & Delivery for the countries where this can happen.

Not as described

If a piece is materially different from what its product page describes — the wrong wood, the wrong form, a crack that was not there when it left the workshop — email us within 7 days of delivery with photographs. We refund you in full, including the shipping you paid us, and we pay the cost of sending the piece back.

If it does not arrive

Every parcel is tracked. If the tracking shows no delivery within 30 days of dispatch (10 days within Japan), email us and we will open an inquiry with Japan Post. If Japan Post confirms the loss, or the parcel has still not arrived 45 days after dispatch (14 days within Japan) with no delivery attempt recorded, we refund you in full — the price of the piece and the shipping you paid us. Once either condition is met, email us to request the refund; we send it within 10 days of that request. A parcel is not lost if it was refused, not collected within the postal holding period, sent to an address that was entered incorrectly, or returned or destroyed by the authorities because duties, taxes or treatment fees that were yours to pay under Shipping & Delivery were not paid; if such a parcel comes back to us, we contact you about re-sending it at your cost. We do not remake a lost piece; each one is turned for its order. If a parcel arrives after we have refunded you, please tell us and we will arrange its return at our expense.

Every piece is made by hand

Each piece is turned individually on a lathe. Dimensions, weight and appearance vary from piece to piece, and from the measurements and photographs shown. The figures on the product page describe that piece as closely as we can measure it, but small differences are inherent to hand work.

Colour, grain and figure also vary between pieces and differ from the photographs. This is a property of the material.

None of the above is a defect, and none is grounds for return.