FAQ

Sign in and open "My Orders" to see the live status and tracking details of every order. We also email you a confirmation as soon as your order goes through.

We accept major credit and debit cards as well as online methods such as PayPal. Checkout automatically shows every option available in your region.

Orders can be changed or cancelled any time before they ship — just tell us as soon as possible via the contact page. Once the parcel has been handed to the carrier, it has to go through the returns process instead.

Please check your spam and promotions folders first. If it is still missing, contact us with the email address used at checkout and we will resend it.

Orders usually leave our warehouse within 1–2 business days. Domestic delivery takes about 2–5 business days and international orders about 7–15 business days, depending on customs and the local carrier.

Shipping is calculated automatically at checkout based on destination and parcel weight. Orders above a certain value ship free — checkout shows the exact threshold.

Yes — we ship to most countries and regions. A few destinations may be restricted by local regulations on certain materials; the checkout page will let you know automatically.

Once your parcel leaves the warehouse we email you the tracking number. You can also sign in at any time and check the latest progress under "My Orders".

You may request a return or exchange within 30 days of delivery, provided the item is unworn and in its original packaging. For preservation reasons, worn or re-strung items are only accepted if there is a quality issue.

Send us your order number and the reason for the return via the contact page. We reply within 1 business day with the return address and step-by-step instructions. Please do not ship anything back before you receive them.

We issue the refund within 3 business days of receiving and inspecting your return. The money normally reaches your original payment account within 5–10 business days, depending on your bank.

Contact us within 48 hours of delivery and attach unboxing photos. We will send a free replacement or issue a full refund, and you usually will not need to ship the original item back.

We use only natural, undyed materials. Keep wooden strands away from water and direct sun: worn normally they will not fade, and avoiding sudden temperature changes keeps cracking to a minimum.

All natural colour — no chemical dyeing, no synthetic resin. Every product page states the real material and origin.

Every product page lists the material, origin and specifications in full, and each order ships with a material and care card.

Keep it away from water, direct sun and air-conditioning drafts. For wooden strands, handle with a cotton glove for the first three months until a patina forms — after that, wear it and it will only get silkier.

No — you can check out as a guest. Creating an account simply lets you save addresses, review past orders and check out faster next time.

Click "Forgot password" in the sign-in window and enter your registered email to receive a reset link. If it does not arrive, check your spam folder and try once more.

Sign in and open your account page: under "Addresses" and "Profile" you can change your display name, avatar and delivery details at any time and save them.

Enter your email at the bottom of any page to subscribe. Every newsletter has an unsubscribe link at the foot of the message — one click takes effect immediately and we will stop sending marketing emails.

The whole site runs over encrypted HTTPS and payments are handled by PCI DSS certified third-party processors. We never store your full card details.

We use your information only to process orders, provide customer service and — where you have consented — send marketing messages. We never sell your personal data.

Yes. Send a request through the contact page and we will complete the deletion within 30 days, to the extent permitted by law, and confirm the outcome by email.

We use essential cookies to keep your cart and sign-in state working, plus analytics cookies once you consent, to improve the browsing experience. You can manage them in your browser settings at any time.