Returns and cancellations

The applicable return or cancellation path depends on whether the piece is Ready to Ship or made for a specific brief.

Ready-to-Ship purchases

Return conditions for a Ready-to-Ship purchase are shown in the Etsy listing and at Etsy checkout. Review those conditions before purchasing and contact LOORAH promptly if you need help with a delivered piece.

Etsy also provides the payment and order record for those purchases. Any platform process applies alongside rights available under applicable law.

Made-to-measure and bespoke work

A made-to-measure piece is produced for an agreed brief. Once production has started, cancellation or return for a change of mind may not be available. The written quote or order confirmation states the relevant approval and cancellation points.

Changes before production

If you need to change or cancel a commission, contact LOORAH as soon as possible. Feasibility and any effect on timing or committed production work will be confirmed in writing.

Damage, defect, or incorrect item

Photograph the piece, packaging, label, and issue promptly, keep the packaging, and send the details through the available contact route. LOORAH will review the product record, quality-control information, and shipping details before confirming the next step.

How to make a request

Include your name, order or request reference, the piece concerned, delivery date, and clear photographs where relevant. Do not return a piece without first receiving return instructions.

Nothing in this policy limits any statutory rights that apply to you.