Frequently Asked Questions
How long does shipping take?
Estimated delivery times are:
Australia
- Sydney, Melbourne & Brisbane: 6–9 business days
- Perth, Adelaide, Canberra, the Northern Territory and other regions: 8–12 business days
United States
- East Coast: 5–9 business days
- West Coast: 7–10 business days
Delivery times are estimates only and may vary due to customs clearance, weather conditions, public holidays, or carrier delays.
Do you offer free shipping?
Yes. We're currently offering free shipping on all orders for a limited time.
How long does order processing take?
Orders are usually processed within 1–3 business days.
Once your order has been dispatched, you'll receive a confirmation email with your tracking information.
Will I receive a tracking number?
Yes.
Tracking information will be emailed to you once your order has been shipped.
Please allow 24–48 hours for tracking updates to appear after dispatch.
Can I request express shipping?
Express shipping may be available for selected products and destinations.
Please contact our customer support team before placing your order to confirm availability and pricing.
Products containing glue or batteries are not eligible for express shipping due to carrier restrictions.
When available, express orders are shipped via DHL Express.
Can I return my order?
Yes.
Eligible items may be returned within 30 days of delivery.
Returned items must be:
- Unused
- In their original condition
- Returned with the original packaging
Please contact us before sending any return.
Where should I send my return?
Approved returns should be sent to one of our designated return centres.
Australia
Melbourne, Victoria
United States
New York
Please contact our customer support team before returning any item. We'll provide the complete return address and return instructions after your request has been approved.
What should I do if my item arrives damaged?
Please contact us within 48 hours of delivery.
To help us resolve the issue quickly, please include:
- Your order number
- Photos of the product
- Photos of the packaging
We'll review the situation and work with you to find the best solution as quickly as possible.
Is checkout secure?
Absolutely.
All payments are securely processed through Shopify Secure Checkout, ensuring your payment information is protected.
Do you accept Afterpay?
Yes.
Eligible orders can be paid using Afterpay, allowing you to Shop Now, Pay Later with interest-free instalments (subject to Afterpay approval).
Do you have a showroom or physical store?
We're currently preparing our first showroom in Clyde, Melbourne, Australia.
While it's still under development, we look forward to welcoming customers in the near future.
We're also planning a U.S. warehouse to provide faster and more convenient service for our American customers.
Stay tuned for future updates!
Why are your prices so affordable? Is the quality reliable?
We work directly with four established manufacturing partners and two independent craft studios, allowing us to offer thoughtfully designed products at fair prices without unnecessary markups.
Our partners specialise in ceramic, glass and wooden products, and every item is carefully selected for its craftsmanship, durability and everyday appeal.
Before shipping, each order is thoroughly inspected and securely packed by our team.
We believe beautiful design and dependable quality should be accessible—not overpriced.
Do you restock sold-out items?
Yes. Most of our products are restocked regularly.
However, some seasonal, handcrafted, or limited-edition items may only be available for a limited time and might not be restocked once sold out.
If you're interested in an out-of-stock item, please contact us and we'll be happy to check its availability.
Do you offer gift wrapping?
We're currently preparing our gift wrapping service, which will be available for selected products in the future.
If you're purchasing a gift, please contact us before placing your order. We'll do our best to provide the most suitable packaging for your order.
Will the product look exactly like the photos?
We do our best to ensure every product is photographed as accurately as possible.
However, slight variations in colour, texture, or finish may occur due to different lighting conditions, screen settings, and the handmade nature of some products.
These small differences make each piece unique and do not affect its quality or functionality.
Where are your products shipped from?
Our shipping locations depend on the type of product you order.
Handcrafted products are made and shipped from Melbourne, Victoria, Australia.
Other products are dispatched from our trusted regional fulfilment centres, depending on product availability and your delivery location.
Every order is carefully inspected before dispatch, and our logistics team selects the most suitable shipping route to help ensure your package arrives as quickly and safely as possible.
Can I cancel or change my order?
If your order has not yet been processed or shipped, we'll do our best to help you modify or cancel it.
Once an order has been dispatched, we may no longer be able to make changes.
Please contact us as soon as possible if you need assistance.
What payment methods do you accept?
We accept all major credit and debit cards, Shopify Secure Checkout, Afterpay, and other payment methods displayed at checkout.
All transactions are encrypted and securely processed to protect your personal information.
How can I contact you?
You can contact us anytime at:
Our customer support team aims to respond within 24 hours, seven days a week.