Returns and refunds

Tell us within 7 daysTBC (placeholder — to be confirmed before launch) of the parcel arriving, with your order number and a photograph. You choose: a replacement, a repair, or a full refund including the shipping you paid. We cover the cost of sending it back.

This is your right under the Philippine Consumer Act, and nothing on this page reduces it.

Ready-made pieces can come back within 7 daysTBC (placeholder — to be confirmed before launch) of arriving, unused and in the state they reached you, for a refund of the item price. The return postage is yours in this case, and the original shipping is not refunded.

Send us a message first — a parcel that arrives back with no warning is hard to match to an order.

A commission is made to your own brief, in your colours, at your size, and cannot be resold to anyone else. So a custom piece cannot be returned simply because you changed your mind.

It can absolutely be returned if it arrives damaged, or if it does not match the brief you approved — that is a fault, not a change of mind, and is covered in full above. This is why the quote stage exists: nothing is started until you have agreed what is being made.

Refunds go back to the method you paid with, through the same payment provider. We start it within 3 working daysTBC (placeholder — to be confirmed before launch) of agreeing the return; how long it then takes to appear is the bank or e-wallet's timeline, usually 5–10 working daysTBC (placeholder — to be confirmed before launch).

No two pieces are identical. Yarn dye lots vary, and a piece stitched by hand will differ slightly from its photograph — that is the honest version of handmade and the reason each one is worth having. A difference of that kind is not a fault. A piece that is the wrong size, the wrong colour family, or badly finished is.

Message us through the contact page or reply to your confirmation email, with the order number in either.