Changing your mind, and what happens if something breaks.

01Cancelling before dispatch

Message us on Instagram DM — or any route on the contact page — with the order reference from your confirmation page. If the parcel hasn't left us yet, we cancel it and refund you in full, including any shipping charge you've already paid.

Cancellation requests are accepted up to 2 days before dispatch. Since most orders are packed within 1–2 business days of payment, the safest window is right after you order — the sooner you message, the more certain the cancellation.

02Once it's dispatched

After a parcel is with the courier we can't recall it, so orders can't be cancelled at that point. Refuse the delivery or send it back to us unopened and we'll refund the item value once it reaches us — the shipping cost both ways stays with you.

03When we accept a return

Returns are accepted only if a defective or damaged product is delivered. That means:

• The piece arrived cracked, chipped or broken.
• There's a manufacturing fault — a glaze flaw that makes it unusable, a hairline crack, a lid that doesn't fit.
• You received the wrong item, or something is missing from the order.

04What we can't take back

• Change of mind, or the piece not matching the aesthetic you had in mind.
• Small differences in colour, glaze pattern, texture or size — every handmade piece varies, and that isn't a defect.
• Damage after delivery: knocks, thermal shock, dishwasher or microwave use where the listing doesn't say it's safe.
• Pieces that have been used, washed or given away.

05How to report damage

Three things, and we'll take it from there:

1. Get in touch within 24 hours of delivery, quoting your order reference.
2. Send photos of the damaged piece and of the outer packaging it arrived in.
3. Keep the box and packing material until the claim is closed — the courier may ask to see them.

06What happens next

We review the photos and respond within 2 working days. If we have another of the same piece, we'll offer a replacement and cover the shipping. If we don't — and with one-off pieces we often don't — we refund you.

For a damaged piece we don't usually ask you to post anything back; photos are enough. If we do need it returned, we arrange and pay for the pickup. We don't offer store credit — refunds always go back to the payment method you used.

07Refund timeline

Once your cancellation or return is approved, we initiate the refund to your original payment method through Razorpay within 2–3 business days. The amount is credited back to the same card, UPI ID, bank account or wallet you paid from within 5–7 business days of the refund being initiated, depending on your bank or payment provider.

We can't refund to a different account than the one you paid from — Razorpay only sends money back the way it came. Once the refund is initiated we'll share the Razorpay refund reference so you can trace it with your bank if it's slow.

08What we refund

Where the fault is ours — damaged, defective or wrong item, or an order we cancelled — you get the full amount back, shipping and gift wrapping included. Where you've cancelled or returned for another reason, shipping charges are not refunded.

09Money debited but no order

If a payment fails midway and your bank still shows a debit, no order was created and nothing was captured. Banks reverse those holds automatically, usually within 5–7 business days. Send us the bank reference if it hasn't cleared by then and we'll chase Razorpay with you.

Separately: your cart is held for 15 minutes while you pay. If a payment lands after that hold has lapsed and the pieces have gone back on sale, we refund it in full automatically — you don't have to ask, and your confirmation page will say so.

10Talking to a human

Hani handles every one of these herself, so nothing gets lost in a queue. Reach her on any of these and mention your order reference — it's the fastest way to a resolution.