Questions & Answers
Frequently Asked Questions
Straight answers about ordering a made-only-for-you piece — lead times, duties, delivery and returns.
How long until my piece arrives?
Every piece is crafted to order in our Shanghai studio: 1–3 days to build, then 7–14 days door-to-door. Sea freight (25–35 days) is also available.
Who pays import duties and taxes?
Duties are calculated at checkout by destination country and prepaid by us. No extra fees on delivery. DDP. Prefer to clear customs yourself? Choose duties self-paid at checkout for a lower total today — you settle duties with the carrier before delivery.
Is shipping free?
There are no free-shipping promotions. Every order pays its full freight — quoted live for your address at checkout — so the number you see is the real cost of white-glove delivery to your door.
What does white-glove delivery include?
In-home placement, unboxing, full assembly and removal of all packaging, performed by our delivery partners. You can add it per piece at checkout.
Where do you ship?
Worldwide from Shanghai — 30+ countries so far. Enter your delivery address at checkout and every available service is priced live for your door, each with its transit time.
Will my piece look exactly like the photos?
No two are alike. Each piece is made only for you, and hand-finished surfaces carry small variations in texture and tone — that is what makes yours one of one.
Can I cancel or change my order?
After payment, you can cancel for a full refund until our studio starts production of your piece. Once production has started, the order cannot be cancelled or refunded.
What if my piece arrives damaged?
If goods arrive with manufacturing defects, transit damage, or we dispatched incorrect items, you receive a full refund and we take responsibility for relevant logistics expenses.
Can I return a piece I don't love?
Because every piece is made to order for you, returns for personal preference, sizing or change of mind are not accepted, and refusing delivery does not entitle you to a refund. If your piece arrives with a manufacturing defect or transit damage, or we send the wrong item, report it with clear photos within 48 hours of delivery and we will repair, replace or refund it at our cost. You can cancel for a full refund only until production starts. Please verify dimensions, fabric, colour and design before confirming your order.
Which payment methods do you accept?
Card, PayPal and bank wire. Sea-freight lanes are wire-only.
How do I choose size and fabric?
Every product page lists its dimensions and the skins and fabrics available — choose on the page and the studio builds exactly what you selected.
Still curious about a specific piece? Every product page answers its own questions — orwrite to the studioand you'll hear back within one business day.