1. If I make a product on custom order, I have to buy materials for it, which takes place shortly after making the payment (regardless of whether it is full payment or installments). If you cancel your order when the materials are purchased, unfortunately I will not be able to refund you the full amount. I keep 35% of the order value ( not refundable deposit) to cover the costs of the purchased materials. If you pay in installments, I keep 35% of the order value, not 35% of the amount of installments already paid. The only exception is when only 1 installment is paid, which is less than 35% of order value, then I don’t refund money.

2. If work on the product has already started, it is not possible to cancel this order. We make custom orders based on your dimensions and/ or requirements. When we start work, everything is tailored to you and your requirements , for which we spend a lot of time. When we start work, we can’t use the materials purchased for your order for another project, and no one will refund the time we spent working on your order. And finding a person with identical dimensions and requirements is impossible. Therefore, it is not possible to cancel an order on which work has already started.
If your situation has changed drastically and does not allow you to continue with commission, please tell us and we will try to find a solution.

3. We are not responsible for any damage caused during the shipment. So please open the packages in the presence of the courier, because our packages are insured. The basis for the payment of insurance is the damage report drawn up by the courier and the person collecting the parcel. Unfortunately, there is nothing we can do without this document.

4. We are not responsible for lost shipments. If your parcel has not arrived / is missing, we will try to help you recover it or receive compensation, however, we recommend contacting the courier company directly, because we as the sender of the parcel cannot report it missing, only the recipient can do it. If it is not possible to recover the package or receive compensation, we can offer to make the product again, outside the standard queue.

5. If you do not pay the custom duty or you will not collect the parcel from the courier and the shipment will be returned to us, you will have to pay the cost of the next shipment and cost of return. If you do not cover the shipping and return costs, the product will be stored for 12 months, after which it will be disposed of.

5.1. If the buyer does not receive the package because he did not pay the duty, it is possible to send the package again, with a re-payment. If the buyer does not agree to pay shipping again, no refund will be due on this account.

5.2. If custom-made products are returned to us due to not paid custom duty or not collect parcel and you don’t want to pay for another shipment, then we are not responsible for this and you are not entitled to refund. In this case, the only option to get part of the costs is an agreement for seling this product. We then put the product up for sale, and when someone buys it, we deduct the amount needed to cover the costs of taxes and fees related to the transaction and you’ll get a refund of the remaining amount product was sold ^^

5.3. If the product whih was returned to us is sent for disposal due to lack of contact, or due to the lack of a fee, or lack of consent for resale, you are not entitled to a refund. The amount you paid will be used to cover storage costs, production costs, shipping and return cost, transaction costs and taxes related to the transaction. If the amount paid exceeds the necessary costs, then the excess money will be donated to charity.

6. We do not accept returns if the reason for the return is not our direct fault.
We send very detailed photos of the finished products and progress pictures on work on it. So If, after receiving the product, you are not satisfied with the result, we will not accept the return, because we always send photos for accepting our work, to avoid such situations. The time for corrections and adjust product to your requirements is when we have it in the workshop, when you accept product before shipment, it is too late for corrections.

6.1. If you are not satisfied with the item whose photos have not been sent to you (e.g. as a result of our mistake), you have the option of receiving a compensation (refund or a new item).

6.2. If the product is too large or too small, we will analyze whether fault is on our side, because this type of mistake most often (but not always) is on the client’s side (a mistake while completing the dimensions chart). If it is our mistake then you can get compensation.

6.3. If something breaks evidently as a result of our mistake (something falls off, breaks, loose seam) and not as a result of improper use, you may also receive compensation.

7. You receive refund when we receive the returned product
If we create a new product or element for you as compensation, it will be shipped after the return of the previous product has been delivered to us. If it is a small item, a single element, a new one will be sent as soon as possible. (The costs of the return package are on the buyer’s side, we cover the cost of re-shipping the corrected or new item).

8. If you pay in “instalments”- split payment – you have to pay full amount and shipping cost before shipping ^^

9. Lack of contact with the customer results in a delay in work and a postponement of the shipment date.

9.1. If we are unable to contact you for 6 months from the date of the first payment, the order will be considered “abandoned” already made items will go to the warehouse and further work and contact attempts will not be made. The product already made will be stored for 12 months, after which it will be disposed of.

9.2. If you contact us while the product is in warehouse, you can re-enter the queue, but you will have to cover the storage costs of approximately 10-20% of the order value.

9.3. If the product is sent for disposal due to lack of contact, you are not entitled to a refund. The amount you paid will be used to cover storage costs, production costs of already made elements, transaction costs and taxes related to the transaction. If the amount paid exceeds the necessary costs, then the excess money will be donated to charity.

10. Each product we make has a photoshoot before shipment, which is sometimes on a model, and sometimes on a mannequin. The photos are published on our social media. If you do not agree to photoshoots of your order, please let us know.