Refund policy

We want you to be happy with every piece. This page explains how to cancel an order, return a piece, or tell us about a problem. It sits alongside your legal rights and does not reduce them.

Changing your mind

• You can cancel within 14 days of the day your order arrives, without giving a reason. This is your legal right for most things bought online.
• On top of that right, we accept return requests up to 30 days after delivery for any piece that can be returned (see below).
• Please send the piece back in the condition you received it, in its original packaging if you still have it. If it has been handled more than you would need to inspect it, we may reduce the refund to reflect its lost value.

What cannot be returned

Unless it is faulty, damaged or not as described, we cannot take back:

• pieces made to your specifications or clearly personalised, such as commissions, custom busts and named or engraved pieces;
• work from a studio service once it has been completed, such as printing your own files;
• a digital file you have started downloading, if you asked for immediate access and accepted that you would lose the right to cancel.

How to return a piece

1. Email [email protected] with your order number and the piece you want to return.
2. We will reply with a return shipping label and instructions on where and how to send it.
3. Pack the piece carefully, because many of our pieces are fragile, and send it within 14 days of telling us.

Refunds

• We refund you on the payment method you used, usually within 10 working days and always within 14 days of receiving the piece back, or of receiving proof that you sent it, if that is sooner.
• If you cancel within the 14-day period, we also refund the standard delivery charge you paid.
• Your bank or card provider may take a few more days to show the refund.
• If more than 14 days have passed since we received your return and you have not been refunded, please email us.

Damaged, faulty or wrong pieces

Please check your order when it arrives. If a piece is damaged, faulty or not what you ordered, tell us as soon as you can, with photographs of the piece and the packaging, and we will put it right with a repair, a replacement or a refund. For a faulty piece you are entitled to a full refund within 30 days of delivery. We cover the cost of sending it back.

Exchanges

The quickest way to swap a piece is to return the one you have and, once we have accepted the return, place a new order for the piece you want.