Returns

Every piece is made by hand in Nepal from natural wool, so colour, thickness and finish vary from one to the next. Slight variation between pieces is a feature of the craft, not a flaw, and is not on its own a reason for return. A genuine defect is, and is covered below.

Tell us within 14 days of your parcel being delivered — not from the day you ordered, so a slow international crossing does not eat into your window. Email [email protected] with your order number and what is wrong.

Once we have agreed the return, send the item back within 14 days of telling us.

The piece needs to come back unused and in the condition you received it. Wool felt marks and flattens with use, so a cat cave that has been slept in cannot be resold and cannot be accepted back unless it was faulty.

We pay when the item is faulty, damaged in transit, or not what you ordered. Send us a photograph before you post anything and we will arrange it.

You paywhen you have simply changed your mind. Return postage from outside Canada can be a significant share of the item’s value, so it is worth checking the cost before you send it. We recommend a tracked service — until the parcel reaches us it is still your risk.

We refund to your original payment method within 5 business days of the item arriving back with us and passing a condition check. Your bank may take a few days more to show it.

A faulty or incorrect item is refunded in full, including what you paid for outbound shipping. A change of mind is refunded for the goods; the original shipping is refunded only where the law of your country requires it, which in the EU and the UK it generally does.

Import duty and taxes are charged by your own country, not by us, so we cannot refund them. Most customs authorities will repay duty on goods that are exported again — the claim is made to them directly, and keeping your customs paperwork makes it much easier. Our terms of sale explain how these charges arise.

This policy sits on top of the consumer law where you live and does not replace it. Consumers in the EU and the UK have a statutory right to cancel a distance purchase, and rights in respect of goods that are faulty or not as described, which apply whatever this page says.

Email [email protected] or call 236-471-5891 with your order number. Please do not post anything back before we have replied — we need to give you a return address.