1. Inspect on Arrival
Please inspect your shipment as soon as possible after arrival.
If there is visible damage, shortage or another issue, contact us promptly so the matter can be reviewed.
If an order arrives with a verified issue, our team will review the claim based on the agreed product specifications, order details and supporting evidence.
Clear communication and timely reporting help us assess each case efficiently and fairly.
If there is a verified issue with an order, please contact us promptly with the relevant order details and supporting evidence. Each claim is reviewed according to the product, order terms and agreed specifications.
Please inspect your shipment as soon as possible after arrival.
If there is visible damage, shortage or another issue, contact us promptly so the matter can be reviewed.
Share clear photos or videos showing the product, packaging, labels and the issue being reported.
Include the relevant order, invoice or shipment reference where available.
Our team reviews the information provided against the agreed product and order requirements.
Additional photos, measurements or documentation may be requested when necessary.
Depending on the verified issue and order terms, an appropriate resolution can be discussed.
The available solution will depend on the individual case.
Products should not be returned without prior written approval.
If a return is authorised, the required condition, packaging and shipping instructions will be confirmed first.
Claims should be reported promptly after delivery and within any timeframe agreed for the order.
Delayed reporting may make it more difficult to investigate transport, handling or product-related issues.
Natural-fibre products can show subtle differences in texture, tone and surface character. These variations are part of the material and are not automatically considered product defects.
If you need to report an issue, send us your order reference, a short description and clear supporting images so our team can review the case.
CONTACT US →Claims reviewed against agreed order requirements.
Our team helps coordinate the review process.
Product issues are assessed using supporting evidence.
Material variation is considered during assessment.
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