Shipping & returns

Production times

Made-to-order pieces are crafted after you order. Every listing shows the artisan's estimated production time in days — this is the time to make the piece, before delivery. Ready-to-ship pieces are already finished and leave the artisan's studio as soon as payment clears.

Because each piece is made by hand, small variations in colour, size and finish are normal and are part of what makes handmade work unique.

Delivery

• Within Rwanda: delivery is arranged directly with the artisan and typically completes within a few days of the piece being ready.
• International: the artisan confirms the courier and cost with you before dispatch. Import duties or local taxes, where they apply, are the buyer's responsibility.
• Fees: each listing shows its delivery fee and whether the artisan or the buyer covers it. Fees are shown before you pay.

Escrow protection

Payments are held in escrow until you confirm the piece has arrived. If there is a problem, report it from the order page before the funds are released — the money stays held while it's reviewed. For made-to-order commissions, a deposit may be released to the artisan once work has genuinely started, with the balance held until delivery.

Returns and refunds

Handmade pieces are usually one of a kind, so returns are handled case by case rather than by a blanket policy. You are covered if:

• the piece arrives damaged or defective;
• it is materially different from what was described or agreed; or
• it never arrives.

Report the issue before confirming delivery. We review the case with both sides and, where appropriate, arrange a refund or replacement. Refunded amounts are returned to your original payment method.

Cancellations

• Ready-to-ship: cancel before the item is dispatched for a full refund.
• Made-to-order: cancelling after work has begun may mean the artisan keeps a deposit for materials and time already spent. The split is agreed and shown before you confirm.

Reporting a problem

Open the order from your account and choose to report an issue, or contact the team with your order reference. We'll respond and keep the funds held until the matter is resolved. See also our terms of use and privacy policy.