Frequently Asked Questions

Production normally takes 7–14 business days after PayPal payment and all size, engraving or design details are confirmed. Weekends, public holidays and shipping time are not included. Shopify may show Unfulfilled while your piece is being made; this does not mean the order is inactive.

Email us within 12 hours with your order number and requested change. We guarantee approval only before production starts. Once materials are prepared or handwork begins, changes may be impossible and cancellation may be declined because the item is being made specifically for you.

Yes. Tracked shipping is included in the product price. International delivery usually takes 7–20 business days after dispatch. Delivery estimates are provided by the carrier and can change because of customs, weather, remote-area service or peak periods. Import duties and taxes charged by the destination country remain the buyer’s responsibility.

Your confirmation email and My Account show the Shopify order. Production, QC and packing are studio stages and might not appear as live Shopify statuses. Once dispatched, Shopify emails the tracking link; carrier events appear after the first scan. Contact us with your order number for a production update.

Check the address, household members, neighbors and local delivery point first, then contact us promptly with your order number. We will open a carrier investigation. If loss or misdelivery is verified, we will arrange a suitable replacement or refund rather than leave the case unresolved.

Contact us within 48 hours of delivery with your order number and clear photos of the outer packaging, inner protection, shipping label and product; an unboxing video is helpful but not mandatory. For a verified shipping issue or studio error, we will offer an appropriate replacement, repair or refund and cover reasonable return shipping when a return is required.

Because each item is made for the selected size, design and engraving, returns for change of mind, natural handmade variation or customer-entered errors are not accepted after production starts. This never removes your support for verified damage, defects, loss, an incorrect item or a studio mistake. Approved refunds are returned to the original PayPal payment method.

The warranty covers verified manufacturing defects in the supplied LED lighting system for 12 months from delivery. It does not cover impact, water exposure, incorrect power use, prolonged high heat or direct sun, normal wear, unauthorized repair, or natural variation in wood and resin. Contact us before attempting a repair so we can assess the safest solution.