All our products are unique and individually hand-made; its manufacturing starts the next day after the client submits the order.
Merino wool used in our products goes through a special felting process that takes up to one week to complete. All the knitting and felting is done by hand, including making the fabrics for our Apparel line.
For this reason, shipping is not made immediately but in the course of 3 weeks.
We are currently working on solutions to speed up the process and trying to keep the most popular colors and sizes pre-made in stock, but the volume and the price of raw merino becomes a limiting factor. As our business grows, we aim to start shipping your orders within 2-3 days.
You have 14 days from the reception of the product to exchange or return your purchase.
You must contact us on [email protected] stating the details of the order and the reasons for returning the purchase.
Since all our products are individually hand-made, we can offer 100% refund only on select categories.
Below are the details on refunds for each product category:
Coats – 100% refund
Vests – 100% refund
Scarves – 80 % refund
Pet Beds – 80% refund
Carpets – 80% refund
Cushions – 80% refund
Blankets – 75% refund
Knitwear – 50% refund
To proceed to any refund, you have to return the product in the same conditions as you received it, in its original packaging, with its instructions/documents and its wrappings. The customer covers the return shipping.
No refund will be made if the product has been used beyond opening or if it is damaged.
Once the return has been approved (the items have to be in original condition and all labels must be intact) you will receive a confirmation email indicating that the refund will be paid into your account within a few days.
Remember that payments to your credit card are always dependent on your bank.
Photos are taken with the highest quality to reflect every detail of each product. You may find differences in products in which the format of the raw materials and their manufacture affect the final results, such as handmade products.