Returns
What happens if something is wrong?
Short answer: If the piece you receive is not the piece you approved, or it arrives with a defect, we replace it — that is the point of approving photos first. Change of mind is different: because every piece is made to order, a made piece cannot be returned for preference. Checked on 2026-10-29.
Which cases are covered?
| Situation | What we do | Who pays |
|---|---|---|
| Arrived damaged, or not the unit you approved | Remake and reship, or full refund | Us |
| Defect found on arrival (hardware, stitching, lining) | Replace after we see the photos | Us |
| Wrong size ordered by the buyer | Re-order at cost, no refund on the first piece | Buyer |
| Change of mind after the bench started | Not returnable — the piece is already made | — |
| Shoes worn outdoors | Not returnable, sizing is confirmed before the order | — |
The window to raise a defect is 7 days from delivery. Seven, not thirty: a defect you can see on arrival is visible on the day it lands, and a made-to-order piece cannot be restocked, so a longer window would only move the argument later. Photographs decide it — a short video of the hardware moving or the stitching failing is worth more than a paragraph.
Why no free returns
- Made to order
- every piece
- QC before ship
- yes
- Restock
- not possible
Why can't I just send it back?
Nothing here is bought from a shelf. Once the bench starts, the piece exists for one order, so a return means the money is already spent. That is exactly why the QC step exists: you approve the actual unit before it ships, which removes the main reason people want to return things.
If a return does happen because of us, we do not ask you to argue for it.