Frequently asked questions about order customization, wholesale availability, delivery and care instructions.
Custom and personalised orders
We do take custom orders on size and colour. Please feel free to send your design or colour samples.
Gift wrapping and packaging
Because of the size and nature of our items we currently, cannot offer a gift wrapping.
We can offer this option, please get in touch with us prior to ordering, that we could discuss production and delivery times.
Are VAT taxes and import fees included in the price?
Individual countries have different laws about import taxes and fees. The buyer is responsible for paying any fees collected when the package is picked up. We can't mark an item as a gift to avoid paying those fees, that's considered mail fraud and is illegal.
VAT taxes are charged by individual countries, and laws are different everywhere. If Etsy is required to collect VAT taxes they will be charged when the sale goes through.
Certain countries have additional customs and postal fees which are imposed when the package is delivered. It's the responsibility of the customer to check on any laws specific to his or her own country and to pay any additional fees.
Processing and Shipping Times
The time we need to prepare an order for dispatch varies. For details, see individual items.
Estimated delivery times:
North America: 1-3 weeks
Europe: 1-2 weeks
Australia, New Zealand and Oceania: 2-3 weeks
Asia Pacific: 3-5 weeks
We'll do our best to meet these dispatch estimates but can't guarantee them. The actual delivery time will depend on the delivery method you choose.
Picking up your order locally
Yes, you can pick up your chosen item from our location in London. Please reach out to us on Etsy Messenger before placing an order and we will create a separate listing for you without shipping charges.
Lost “DELIVERED” packages
Once a package is marked "delivered" it is now in the hands of your local Post Office/Courier Company. Please work with them and other local authorities in locating your package. No refund will be given once a package is marked as delivered.
Damaged package and insurance
In the event, your order arrives damaged, please keep all packaging. Photographs of the damaged item and damaged packaging are required for insurance claims. Most of our items are insured against any loss or damage, but if you require any specific insurance on top - please let us know.
Problems with customer address
The customer is responsible that their address is correct. Orders are shipped to the customer’s address listed on Etsy. Unfortunately, if the address has been entered incorrectly, or not updated after a customer’s move, and the order is shipped to the address on file, there is nothing this shop can do. NO REFUND will be given. In the event the package is returned to the shop, the customer will need to pay the shipping to send it to the correct address, NO REFUND will be given.
The main enemy of any steel or metal product is water, so please be aware of that and wipe it off as soon as it's possible. We sell products in two types of metal/steel - first raw natural steel, which is highly reactive to water or any other liquid. The second type is stainless steel which is extremely durable, highly corrosion-resistant, and virtually heatproof. But that doesn't mean it's bulletproof. Stainless steel can be damaged by abrasive pads, the wrong kinds of cleaners, and even ordinary things like water and salt. We have more specific care instructions in our listing descriptions for the types of steel of that specific product. If you have any further questions please reach out to us and we will send the instructions separately.