Every Imperial Artisanat piece is handmade to order, so please read this policy before you buy. We want you to love your order, and we will always put things right if something is wrong.

1. Cancelling an order

You can cancel for a full refund within 24 hours of placing your order, as long as production has not started. Because items are made to order, we cannot cancel once production has begun.

2. Damaged, defective or incorrect items

If your item arrives damaged, defective or different from what you ordered, contact us within 48 hours of delivery with your order number and clear photos of the item and its packaging. After we confirm the problem, we will choose one of the following with you:

  • send you a replacement (made to order, with the usual production and shipping time), or
  • repair the item, or
  • refund you in full, including original shipping.

We will cover the cost of returning an item if it was damaged, defective or incorrect. We may ask you to keep the item or return it, depending on the problem.

3. Change of mind

Because each product is handmade to order, we do not accept returns for change of mind once production has started. If your local consumer law gives you a right to cancel or return, that right is not affected.

4. Handmade variations

Natural variations in wood grain, colour, size and finish are normal for handmade pieces and are not defects.

5. Refunds

Approved refunds are paid to your original payment method. We process them within 7 business days of approval, and your bank or card provider may need additional time to show the money in your account.

6. Parcels not delivered

If a parcel is lost or does not arrive, see our Shipping Policy. Customs duties and taxes charged by your country are your responsibility and are not refundable by us, unless we stated at checkout that we would pay them.

7. How to contact us

Contact us with your order number, and photos if relevant. We usually reply within 24 hours.

For the fastest answer, message us on WhatsApp.

Last updated: October 19, 2026