Help
Order cancellations
Because every order goes straight to the creator who's making or packing it, how quickly you need to act depends on whether your piece is ready-to-ship or made-to-order.
Ready-to-ship items
These are already made and can go into a courier's hands quickly, so the window to cancel is short. Contact us via the contact page as soon as possible — if the creator hasn't dispatched it yet, we can usually cancel and refund in full. Once it's dispatched, it falls under our returns process instead.
Made-to-order and personalised pieces
These are trickier — the creator may already be sourcing materials or partway through making your piece by the time you ask to cancel.
[TBC: Exact cancellation window for made-to-order items (e.g. within 24 hours of ordering, or before the creator marks it "in progress"), and whether a partial charge applies if work has already started].
How refunds work
[TBC: Refund method and timeframe once a cancellation is approved].
If we can't meet a delivery date
Every order is delivered within 14 business days of payment. If we can't meet that, we'll notify you — see delivery — and you can cancel within 7 days of that notice for a full refund.