Stock pieces: 14-day returns (EU, EEA, UK and Switzerland)

If you are a consumer in the European Union, the European Economic Area, the United Kingdom or Switzerland, you may return a stock piece (a catalogue item that is not made to measure or personalised) within 14 days of the day you received it, without giving a reason. Tell us within those 14 days via our contact form or on WhatsApp, then send the piece back within 14 days of telling us, unused and in its original packaging. You pay the return shipping, and the original shipping cost is not refunded. If the piece comes back used or damaged beyond what was needed to inspect it, we may reduce the refund accordingly.

Custom & made-to-order pieces

Custom and made-to-order pieces (custom trees, neon and 3D signage, sculptures, bespoke colours or sizes, and any item altered to your specifications) are made for you, so they cannot be returned or exchanged for change of mind, incorrect selection or buyer’s remorse. Please review colours, dimensions and texts carefully before ordering, and ask us on WhatsApp or Instagram if anything is unclear. The 14-day right above does not apply to them.

Other destinations

For orders delivered outside the regions named above, including Lebanon, we accept returns only for damaged or defective pieces, as described below.

Damaged or defective items

We stand behind the quality of our work. If your item arrives damaged or defective, please contact us via our contact form within 48 hours of delivery, with clear photos of the packaging and the item, so that we can open a claim with the carrier. Depending on the case, we will arrange a repair, replacement or refund, and we cover the return shipping for a valid claim. Your legal guarantee rights are not affected.

Order cancellations

Orders may be cancelled within 24 hours of purchase, provided production or dispatch has not yet begun. Once production of a custom piece has started, the order cannot be cancelled, as materials and labour have been committed to it. A stock piece that has already been dispatched can still be returned under the 14-day rule above where it applies.

Refunds

Refunds are issued to your original payment method in US Dollars (USD) within 14 days of the day we receive the returned piece (or, for a damage claim, within 14 days of approving it). Original shipping charges and any customs fees already incurred are non-refundable, except for a valid damage or defect claim. Your bank may show the amount in your own currency at its own rate.

Contact us

For any return, refund or damage claim, contact us via our contact form or on WhatsApp. We’re here to make it right.