Shipping & Returns

1. Shipping Information

We offer complimentary DDP (Delivered Duty Paid) door-to-door delivery worldwide. DDP rates vary by destination country and are calculated at checkout after you select your delivery country. Your listed price includes product value, outbound ocean freight, customs clearance, applicable duties and taxes, and final-mile delivery. Buyers are responsible for providing accurate delivery information and confirming the item can be moved into the delivery location (door width, elevator, stairs). Failed deliveries, refused shipments, or re-delivery attempts caused by buyer-side issues will be treated as personal-preference returns.

2. Cancellation Terms for Made-to-Order Furniture

Production begins after payment confirmation. Cancellation eligibility depends on the stage your order is in: within 24 hours of purchase — full refund; after 24 hours before production begins — refund minus 5% administrative & materials reservation fee; production begins before shipment — refund minus 50%; after shipment — final sale, treated as a personal-preference return.

3. Return & Refund Rules

4. Damage & Defect Reporting Window

Any transit damage or manufacturing defect must be reported through our Contact page with clear photographs within 48 hours of delivery. Claims filed after this window may not be eligible for full remedy. Natural variations in wood grain, leather, and fabric are inherent to handcrafted furniture and are not considered defects.

5. Choosing a Carrier & White-Glove Service

Delivery options are quoted live at checkout once your country and postcode are entered: express air, flexible air, and sea freight. Each option shows its carrier, price and estimated transit time, and the recommended option is highlighted. White-glove delivery — room-of-choice placement, unpacking, assembly and packaging removal by a two-person crew — is included on express and flexible air services, and is an optional add-on on sea freight (studio standard USD 300) shown as a separate line before payment. Remote or island postcodes add a remote-area surcharge, also displayed before payment. The carrier and service level you select are recorded on your order and are the exact service the studio books.

6. Waybills & Tracking Numbers

Once production is complete we book your selected carrier. For API-connected carriers the waybill and tracking number are generated automatically; for other carriers our team registers the waybill manually. The tracking number, carrier name and live scan history appear in Your Account under the order, and the tracking number is emailed when the piece leaves the studio. If you need the waybill earlier for customs or building management, contact us with your order number.

7. Tracking & Production Updates

Order status is available at any time in Your Account and progresses through Pending Payment → Pending Production → In Production → Shipped → Delivered. A tracking number is emailed once your piece leaves the studio. Standard production timeframe is 1–3 business days. Estimated global transit duration is 7–14 business days (DDP door-to-door).

8. Packaging & ISPM15 Export Compliance

Every piece leaves our studio in solid-wood crate packaging with multi-layer protective cushioning, designed for long-haul ocean freight. All wooden packaging materials are IPPC heat-treated and stamped in accordance with ISPM15 international standards, as required by US and EU customs. Non-compliant wooden packaging can result in full-container customs holds and demurrage charges. Full packaging details and protection standards are described on our Packaging page (/packaging).

9. Customs Duty Refund Policy

Duty refunds depend on the customs policy of the destination country. We will assist you with the application but cannot guarantee a refund.