Returns & Exchange
We want you to be completely happy with your purchase. If something arrives damaged or isn’t quite right, we’re here to make it right. While all our pieces are handcrafted in small batches, we offer returns or exchanges for any item that is due to damage or error — because your satisfaction matters to us.
By placing an order, we assume you’ve reviewed and agreed to our return policy. This helps ensure transparency and sets clear expectations for both you and our artisans.
Returns and Exchange
1. Do you accept returns or exchanges?
Yes — we accept returns or exchanges for items that arrive damaged or incorrect. Your satisfaction is important to us, and we’re here to help if something goes wrong. Please contact us within 7 days of receiving your order.
2. What qualifies as a damaged item?
A damaged item refers to any product that arrives with visible issues such as breakage, tears, significant stains, missing components, or anything that affects its appearance or functionality. If this happens, just send us clear photos and your order number — we’ll take care of it.
3. What if I receive the wrong item?
If you’ve received the wrong product, design, or color from what you ordered, let us know within 7 days and we’ll arrange a replacement or refund. We sincerely apologize for the mix-up and will correct it as quickly as possible.
4. Are your products identical to the photos?
All of our items are handcrafted by artisans, not mass-produced in a factory. This means there may be slight variations in size, shape, or pattern — which are natural and part of the charm of handmade craftsmanship. Rest assured, our artisans take great care to ensure each item closely reflects the product photos.
5. Can I return an item if I change my mind?
Our pieces are made in limited quantities and thoughtfully handcrafted — each one representing the time, skill, and livelihood of our artisans.
Because of this, we’re unable to accept returns for change of mind, as it creates added strain on both the platform and the artisans. If you’re unsure about anything before ordering, feel free to reach out — we’re always happy to help!
6. How do I request a return or exchange?
Just email / chat with us at within 7 days of receiving your order. Please include your name, order number and clear photos of the issue, and we’ll guide you through the process.
7. Who covers the return shipping?
If your return is due to an error on our end — such as a damaged or incorrect item — we’ll gladly cover the return shipping cost. Just chat with us first, and we’ll guide you through each step.
For any other return requests, shipping fees may apply — but don’t worry, we’ll be transparent and supportive throughout the process.
8. Do you offer refunds?
As we are based in Malaysia, Borneo, we currently do not offer refunds due to complexities with international currency conversions and cross-border processing. These challenges can create unnecessary strain for both our small artisan platform and our customers.
Instead, we’re committed to offering exchanges or store credit for any item that arrives damaged or incorrect. If you have any concerns, please reach out — we’re here to help and ensure you feel supported with your purchase.
