Client Assurance
Returns & Refunds
We stand behind every panel that leaves our studio.
Orders are placed by form and paid via email invoice — not cash on delivery. When something is genuinely wrong, we resolve it — repair, replacement, or refund — without delay.
✓ Eligible
- Damage to frame, panel surface, or embroidery during transit
- Piece materially differs from its product listing
- Manufacturing defect not consistent with the character of thread art
✕ Not Eligible
- Change of mind after delivery or after placing an order
- Minor tonal variations inherent to thread embroidery
- Damage from improper handling or installation after delivery
- Orders cancelled after production has started on bespoke commissions (except studio error)
How to Report
- 01
Email us within 48 hours with your OI- order ID
- 02
Send clear photographs of the concern and packaging
- 03
We respond within 1–2 business days
- 04
Approved returns collected by our courier partner
Resolution
Refund
Returned via the same channel used for your email invoice payment within 7–14 business days after inspection
Exchange
Alternative panel of equal value, where available — no cash on delivery exchanges
Repair
Minor framing issues resolved at our discretion
Bespoke commissions: returns limited to defects or transit damage. Deposits and balances are confirmed by invoice. Full terms are confirmed in writing before production. This policy aligns with our Terms & Conditions and Shipping & Delivery pages.