Returns, exchanges and refunds
I want you to be 100% delighted with your purchase. So if for any reason you are not, please contact me!
I make almost everything by hand, myself, and I spend a lot of time checking and rechecking that anything I sell is 100% 'right'. However with the best will in the world, the odd “wrong ‘un” may slip through the net.
ORIGINALS (eg jewellery, wall art, tableware): It's very rare that I can 'fix' broken original pieces (ie those that are made with the original millefiori design). It's even rarer that I can recreate a piece exactly like the one you bought - millefiori doesn't work like that.
However I'm normally really happy to replace pieces that have gone wrong in some way with a similar piece.
PRINTS (eg tiles, trivets, mugs, placemats): These items are made to order. I do accept returns on made-to-order items BUT - unless there's a fault - I reserve the right to charge a 25% restocking fee. In other words, you'll get back 75% of the purchase price once I’ve received the undamaged item/s back safely.
DAMAGED ON ARRIVAL: Selling a lot of heavy, fragile items has taught me how to package things exceptionally well for shipping. However, breakages do still happen! So if a piece is damaged in the post, I will of course replace it or provide a refund.
You will need to either return the damaged item to me, or to send me pictures of the problem in order to claim on my postal insurance. Contact me first and we can work it out.
SHIPPING CHARGES: Please note that your initial postage charges are non-refundable unless it's a result of my error. And if you’re returning a piece that isn't faulty, you're responsible for organising and paying for return postage.
I can’t refund items that go missing, or arrive back damaged. So please repackage the item in the same way it was sent, using the same packaging materials. And get proof of postage!
If it's a more expensive item, you might want to consider getting a tracked and signed service to make sure it gets back to me safely – I can only reimburse you when the piece is on my desk.
If you have items to return, please...
Contact me to let me know what's gone wrong.
Package items to be returned in the the same manner as they were shipped using the same appropriately protective layers.
Get proof of postage.
I will issue a refund as soon as the piece arrives but it may take several days for the refund to be processed.