Returns & Refunds Policy

If you are an EU consumer and you buy a ready-made original or standard item that is already finished and offered for sale, you have the right to withdraw from the contract within 14 days of receiving it without giving a reason.

To exercise this right, contact the guardian by email within the 14-day period. We will confirm receipt and send you the return instructions. You must return the item to us within 14 days of telling us you wish to withdraw.

Under EU consumer law, the 14-day right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised. This includes commissions, custom work, and any piece made specifically for you.

If you order a commission, you are free to decline or ask for changes before work begins and before you pay the deposit or full price. Once the commission has been confirmed and work has started, the right of withdrawal no longer applies. If the guardian cannot deliver the agreed piece, we will still refund you as described below.

Contact the guardian by email. Include your order reference, the item you are returning, and the reason for the return. You can find the guardian contact address on the About and FAQ pages, or in any email you have received about your order.

We will reply within 2 business days with return instructions and, if applicable, the refund details. Please do not return a piece until you have received the return instructions, so we can track it correctly.

Refunds are issued back to the original payment method used for the Stripe checkout. If the original card or account is no longer available, we will contact you to arrange an alternative.

For standard returns under the 14-day withdrawal right, we refund the full item price including the original shipping cost once we receive the returned piece and confirm it is in acceptable condition. Return shipping costs are your responsibility unless the item is faulty or incorrect.

We will process the refund within 14 days of receiving the returned item. Depending on your bank or card issuer, it may take a few extra days for the money to appear in your account.

Returned items must be in substantially the same condition as when you received them. We understand that you may need to inspect the piece, but please handle it carefully and keep all original packaging where possible.

If the item is returned damaged, altered, or in an unsaleable condition beyond what is necessary to inspect it, we may reduce the refund to cover the loss in value. We will tell you before doing so.

For standard returns, you are responsible for the cost of returning the item to us unless the item is faulty, damaged, or not as described. We recommend using a tracked shipping service and keeping proof of postage until the refund is complete.

If the return is because of a fault, damage, or an error on our part, we will refund your return shipping costs on top of the item price. Send us a receipt for the return postage and we will reimburse it.

If an item arrives damaged, significantly different from what was agreed, or not the piece you ordered, contact the guardian by email within 14 days of receipt. Please include photos of the packaging and the item if it is damaged.

We will work with you on a fair resolution: a full refund, a partial refund, a replacement if possible, or repair. If the item is lost in transit after we hand it to the carrier, we will open a claim with the carrier and either refund you or replace the item once the claim is resolved.

For ready-made originals: if you cancel and the item has not yet shipped, we will refund you in full.

For commissions: you may cancel without charge before the commission is confirmed and work has started. If work has already begun, the refund will depend on how much work has been completed. We will agree a fair amount with you based on the effort already invested and any materials that cannot be reused.