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Customer care

How ordering works

Here’s exactly what happens between placing an order and it arriving at your door — and where to see updates along the way.

1

You place your order

Choose Cash on Delivery, or online payment where available. A chat opens for this specific order right away — you can find it on the order page, under Account / Orders.

2

We call to confirm

If you chose Cash on Delivery, our team calls you before anything is prepared — this confirms your address and order details. Nothing ships until this call happens.

3

Confirmed

Once payment is verified (or the confirmation call is done for COD), your order is confirmed and moves into fulfillment.

4

Production & quality check

Made-to-order pieces are made and checked for quality at this stage. Ready-to-ship pieces skip straight to packing since they already exist in stock.

5

Preparing & shipped

Your order is packed and handed to courier. We’ll let you know once it’s on its way.

6

Delivered

Your order arrives. If anything’s wrong, you can request a return within the window described on our Delivery & Returns page.

Where to see updates

Every order has its own chat thread on its order page — we post an update there each time your order moves forward, and you can ask us a question about that specific order any time. Once the order is fully delivered (or cancelled/refunded), that chat closes since there’s nothing left to track.

Questions about a specific order? Sign in and open Account / Orders — that order’s own chat is the fastest way to reach us.