Sending something back

How long you have

You have 7 days from the day a piece is delivered to ask to send it back. The order page shows the date the window closes and stops offering the return when it has passed.

The clock starts when the courier records delivery, not when you open the parcel. If a parcel arrives late or you were away, write to us before the window closes and we will deal with it.

How to ask

Open the order from your orders page and use the return button on the piece. It works without JavaScript: the page is a plain form, and the button is a form submission.

Tell us what is wrong in the note. We read it before deciding, and a person answers.

What we can accept

A piece that is not what was described, arrived damaged, is the wrong item, is faulty, or that you simply do not want. You do not have to justify changing your mind, but the piece must come back in the condition it arrived in, with anything that came with it.

Once you have asked, we will tell you whether it is accepted and how to send it back. Do not send anything before that; an unannounced parcel has no order attached to it.

What a refund covers

We refund the price of the piece. Delivery is not refunded. We do not deduct anything from the price of the piece for a return.

The refund goes back to the payment method you used, through Razorpay, once the return is approved. We start it as soon as we can; your bank may take a few days to show it. If the return is for one piece in an order with several, only that piece is refunded.

Made-to-order pieces

A commission can be called off while the maker still has it. Before work has started your deposit comes back in full; once work has started the deposit pays for the work done and is not returned. The terms of sale set this out in full, and the checkout says it before you pay.

Once a commission has been delivered, the same 7-day window applies as for anything else.

If a piece fails our inspection

Every piece is opened and checked at our hub before it ships. If it fails, we cancel that part of your order and refund it without you having to ask. You will be told why.

Something else wrong

Write to care@alkaaf.shop with your order number. A person reads it.