Refund & exchange policy
If a piece is not right.
We hope you love your purchase. As each piece is thoughtfully made using natural, raw, and handmade materials, subtle variations and imperfections are to be expected and are part of the character of our products.
Refunds
Refunds are available only in the event that an item is received defective.
If you receive a defective item, please contact us within 2 days of receiving your order, with your order details and photographs of the defect, so that our team can assist you.
To be eligible for a refund, the item must be returned in its original condition, unused and undamaged, with its original packaging and tags, where applicable.
Please note: original shipping fees, taxes, customs duties, and any other applicable import or delivery charges are non-refundable.
Exchanges
We offer exchanges within 30 days of receiving your order.
Items must be returned in their original condition, unused and undamaged, with all original packaging and tags, where applicable.
Exchanges are subject to product availability. If the requested item is unavailable, we will be happy to assist you with an alternative.
International orders
Due to customs clearance requirements and international shipping regulations, we are unfortunately unable to easily facilitate refunds or exchanges for orders placed outside of Egypt.
International returns may be subject to additional customs procedures, fees, and restrictions. If you have an issue with an international order, please contact us and our team will do their best to assist you and explore the options available.
The beauty of imperfection
Our pieces celebrate the beauty found in natural materials and the human hand. Variations in texture, colour, shape, and finish are inherent to the materials and handmade process, and each piece may carry its own unique character. These subtle imperfections are not considered defects, but part of what makes each piece distinctly its own.
Returns & refunds
We reserve the right to decline a return or deny a refund or exchange if an item does not meet the requirements outlined above, including if it shows any signs of wear, use, damage, or alteration.
Anything else
Write to the studio with your order number and we answer by email, usually within two working days.