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Order planning
Shipping & Returns
What to confirm about delivery costs, timing, changes and returns before ordering your piece.
Making and transit are separate
Include your destination country and any occasion date in the planner. Your individual proposal should identify the production start, making estimate and estimated transit after dispatch. A preferred date entered in the planner is a request.
Delivery costs and taxes
The planner leaves shipping and taxes open. Check the shipping service, destination, currency and treatment of import charges in your written quote before accepting it.
Changing or cancelling a request
While preparing a request, use Back to change the details. Once you have agreed an order, use the original conversation to request any design or address change, or cancellation. Include the order reference. The agreed order terms govern any cost or refund.
If a piece arrives damaged
Keep the packaging and photograph the parcel and the affected part. Reply through your original order channel with the reference and photos. Keep the piece until you have return instructions for that order.