FAQ

The questions people actually ask before ordering. If yours is not here, email us and we will answer it, then add it to this page.

Ordering and delivery

How long will my order take?

It depends on the item, and the real window is printed at the top of every product page before you buy. Some pieces arrive in about a week. Others take several weeks. We do not hide that behind a link or average it into a number that is true for nothing.

Why do some items take longer than others?

Some of our pieces ship from a United States warehouse. Others ship from overseas, which is what keeps the prices where they are. The tradeoff is time, and we would rather tell you which one you are buying before you pay.

Will I get tracking?

Yes, by email as soon as your order is dispatched. Tracking can take 2 to 5 business days to start updating after you receive it, which is normal. If it has not moved after 7 business days, email us and we will chase it.

Can I change my shipping address?

Only before it ships. Once it is with the carrier we cannot reroute it, so please check your address at checkout.

If something goes wrong

What if it arrives damaged?

Photograph it and email us within 30 days of delivery. We will send a replacement or refund you in full including shipping, and you will not pay return shipping. For fragile items you do not need to send anything back.

What if I just do not like it?

You have 30 days from delivery to request a return. The item needs to be unused and in its original packaging. Email us first so we can send you the return address, and note that return shipping on a change of mind is at your cost.

What if it does not look like the photo?

Tell us. That is the complaint we care most about. If we described something wrong we want to fix the listing as well as your order.

What if it never arrives?

Email us with your order number and we will investigate with the carrier, then either reship or refund you.

How we write our listings

Are your measurements the real ones?

Yes, and where a measurement can mislead we say which one it is. A basket measured at its widest rim holds less than that at the base. A capacity rating assumes ideal contents rather than the bulkiest version of them. Where that gap exists we spell it out on the product page rather than quoting the flattering number and letting you find out later.

Will it hold what I need it to hold?

Our product pages list what actually fits, in real objects rather than only in inches, and they say what does not fit. If you are buying something to store a specific thing, check that list first. If it is not clear, email us and we will measure it for you.

Do you use stock photos?

The photos are of the product you are buying. Natural materials like stone and wood vary piece to piece, so grain and veining will differ from the photo, and we say so on those listings.

Lighting

Are your light fixtures UL listed?

No. Our fixtures are not UL or ETL listed for the United States, and we say so on every lighting product page. Have them installed by a licensed electrician and check your local requirements before hardwiring anything.

Do the bulbs come with them?

Yes, on every fixture. Some have a standard socket you can change yourself. Some have an integrated LED, which means there is nothing to buy but also nothing to replace when it eventually fails. Each product page says which, because it matters.

Can I choose warm or cool light?

On the fixtures with a replaceable bulb, yes. Leave a note in the order notes at checkout saying warm white, cool white, or the switchable three colour bulb. If you say nothing we send warm white.

Are they dimmable?

Some are and some are not. Fixtures with a replaceable bulb usually are. Fixtures with an integrated LED usually are not. Each product page states it rather than leaving you to guess.

How high do I hang a pendant?

Over a dining table, the bottom of the shade usually sits 30 to 36 inches above the tabletop. Over an island, most people run two or three smaller pendants spaced evenly rather than one in the middle.

Will it glare in my eyes?

Our pendants and sconces use fabric, stone or tinted glass shades rather than exposed bulbs. A bare bulb sitting at eye level when you are seated is the usual cause of glare, and it is the thing people most often regret about a light they bought online.

Do they come in pairs?

No, every fixture is sold singly. Order two if you want a matched pair either side of a bed or a mirror.

Textiles

How do I wash a faux fur throw without ruining it?

Cold water, gentle cycle, on its own, and air dry. Do not tumble dry it even on low. Heat is what turns faux fur stiff and matted, and washing it alone is what keeps the loose fibre off the rest of your laundry. Expect some shedding in the first wash or two.

Which size do I need?

Every product page lists both the dimensions and what that size actually covers. If you want a throw that covers an adult on the sofa without their feet sticking out, size up.

Care

How do I look after natural stone?

Stone is porous. Dust it dry, wipe spills before they sit, and keep wet cleaners and anything acidic away from it. Pale stone stains sooner than dark stone, so if a piece is going somewhere that sees coffee or oil, choose a darker finish.

How do I clean a light fixture?

Glass shows dust and fingerprints, especially when lit, so expect to wipe it every few weeks. Fabric shades take a dry brush or the upholstery head on a vacuum, never a wet cloth. Multi piece fixtures collect dust the way any multi piece fixture does; a duster or a can of compressed air handles it.