Faulty items or items not as described: You are entitled to a repair, exchange or refund at no extra cost — including the cost of return shipping — once we've verified the fault. This right also covers personalised items, in line with your rights under the Consumer Protection Law.
Damage on delivery: If your item arrives damaged, please contact us within 24 hours with clear photos of the item and its packaging so we can resolve it quickly and document it with the delivery company. This timeframe is only to speed things up — it does not affect your legal rights when there is a fault.
Change of mind: Non-personalised items can be returned or exchanged if they are in their original, unused condition with all packaging intact — just contact us as soon as you decide. The customer covers shipping fees in change-of-mind cases only; if the reason is a fault or a mistake on our side, we cover them in full.
Exceptions: Personalised items and items carrying custom names or phrases cannot be exchanged or returned for change of mind, nor can perishable items or items that have been opened or used, for health and hygiene reasons — unless there is a fault or a mistake on our side, in which case your rights remain in full.
Cancellation: Orders can be cancelled with a full refund before preparation or production begins; personalised items cannot be cancelled once production has started. Activity and workshop bookings: early cancellation before the date is refunded according to the booking terms; late cancellation or no-show without notice may not be refunded.
Refunds: Amounts due are refunded to the same payment method within a reasonable time after the return is approved. The free gift is part of the order experience and is not refunded separately.
For return requests, WhatsApp: +974 3006 0071