Frequently Asked Questions
Overview
A set of short answers to common requests, misunderstandings, and logistical concerns.
Orders
Q: Can I cancel an order?
A: If production hasn’t started yet, yes. Send us an email within 24h of placing the order. Once it's in progress, we can no longer cancel.
Q: How long does production take?
A: Depends on the item. Most pieces ship within 5–12 business days. Certain limited or made-to-order items may take longer.
Q: Do you offer gift options?
A: Yes. You can choose "Send as gift" at checkout. You can also purchase digital gift cards.
Q: Where can I see my past orders?
A: Sign in and go to Access > Order & Invoice to view history, status, and invoice downloads.
Shipping & Delivery
Q: Do you ship internationally?
A: Not yet. We currently ship within the EU only.
Q: Which couriers do you use?
A: It depends on the destination. All orders are tracked. Couriers are selected based on speed and reliability.
Q: Is local pick-up available?
A: Yes. If you’re located in Bulgaria, you’ll see the local pickup option at checkout. Pickup location is shared after order confirmation.t
Returns & Refunds
Q: What is your return policy?
A: Returns are accepted within 14 days of delivery, if the item is unused and in its original packaging. Custom or made-to-order items may not be eligible.
Q: How do I start a return?
A: Email us at support@[domain] with your order number. We'll respond with return instructions.
Q: When will I receive my refund?
A: Once we receive the returned item and inspect it, refunds are issued within 3–5 business days.
Account & Access
Q: Do I need an account to order?
A: No. You can check out as a guest. However, creating an account lets you track your orders and access your invoices.
Q: I forgot my password. Now what?
A: Use the reset link on the login page. If that doesn’t work, contact us.
Q: How can I delete my account?
A: Go to Settings > Access & Security and select "Delete Your Account." This action is permanent.
Product & Materials
Q: Are the pieces handmade?
A: Yes. All objects are made in small batches by hand in our studio.
Q: What material do you use? COMPOSITE
A: Most pieces are made from custom composite mixes, primarily jasmonite. Texture and tone may vary slightly by batch.
Q: Can I request a custom color or size?
A: Sometimes. Send us a message. We’ll let you know what’s possible.
Loyalty & Company Access
Q: Who can apply for Loyalty Access?
A: Designers, architects, shops, or collaborators working with bulk orders or material projects.
Q: How do I apply?
A: Log into your account and go to Settings > Loyalty & Company Access to submit your info.
Q: What happens after I apply?
A: We review all applications manually. You’ll get a response in 3–5 business days.
Q: Can I update my company info later?
A: Yes. Approved partners can update VAT, contact person, or project notes in Settings > Loyalty & Company Access.
