Shipping & returns
Made to order, one at a time. Here is exactly how long that takes, and exactly when you can get your money back.
How long it takes
Every portrait is cut for one person from one photo, so the clock starts when you order, not when a box leaves a shelf.
- Proof: we send a digital proof on WhatsApp, usually within 24–48 hours.
- Making: once you approve the proof, carving and finishing take 3–5 days.
Delivery time depends on where you are, and we would rather tell you the real number for your city than a national average. Send us your PIN code on WhatsApp before you order and we will tell you.
Nothing is cut before you approve the proof, so the making time only begins when you say yes. If you need it by a particular date, tell us on WhatsApp before you order and we will tell you honestly whether it is possible.
What delivery costs
Shipping is calculated at checkout from the size and weight of your piece and where it is going. You see the exact amount before you pay. Nothing is added afterwards, and there is no charge on delivery.
We are still settling which courier we use by default, so we are not naming one here yet.
Tracking
When your piece ships we send the tracking number on WhatsApp, to the same thread the proof went to.
If it arrives damaged
Photograph the package before you open it fully, send us the photos on WhatsApp, and we will remake and reship the piece at our cost. Please tell us within 48 hours of delivery so we can raise it with the courier.
Cancelling, and getting your money back
The proof is the whole point. It exists so you never pay for something you have not seen.
- Before you approve the proof
- Cancel for any reason and get a full refund, including shipping. You do not need to give us a reason. Nothing has been cut, so nothing has been lost.
- After you approve the proof
- The wood is cut to that approved design and cannot be sold to anyone else, so the order can no longer be cancelled — unless it arrives damaged or does not match the proof you approved, in which case we remake it.
We do not put a time limit on revisions before approval. If the proof is not right, say so and we redo it. That is a better outcome for both of us than a refund.
How refunds are paid
Refunds go back to the same method you paid with — we cannot send them anywhere else.
How long it takes to land is your bank’s decision more than ours, and we do not want to publish a number we cannot keep. We will confirm it before launch.
A note on custom-made goods
Personalised items are generally outside the usual change-of-mind return rights, because they cannot be resold. Our proof-before-cutting promise is deliberately stronger than that baseline: you get to see it and refuse it before any of your money is at risk.
Questions
Message us on WhatsApp, or read more on the help page.