FAQ and policy

Welcome Pack
When you become a member, your complimentary Welcome Pack will be dispatched and typically arrives within 5 days of sign-up, giving you an immediate introduction to our collection.

Each subscription plan includes one Welcome Pack only. If you join the Starter plan, you will receive the Welcome Pack assigned to that tier. Should you upgrade to a higher membership tier, you will receive a new Welcome Pack designed specifically for that plan.

Every Welcome Pack contains different items, thoughtfully curated to match each membership experience.

Your subscription renews on a monthly cycle. You will be charged automatically at the start of each renewal period for the upcoming box.

Renewal and changes
Your subscription will renew automatically each cycle unless you cancel. You may update your selections or cancel at any time before the renewal cutoff.

How to cancel Subscription
To cancel the any subscription, you must email us at least 48 hours before your renewal date. Cancellations made within 48 hours of renewal will apply to the following cycle.

You will receive a confirmation email once your cancellation is processed.

Skipping instead of cancelling
If you only want to pause for one cycle, you can skip the next box instead of cancelling. Skipping also follows the 48-hour cutoff before renewal.

After you cancel
You will not be charged for any future boxes. Any box already paid for and in processing will still be shipped. You are welcome to resubscribe at any time.

Our Discovery Packs are curated and prepared on a monthly schedule.

• Once you subscribe, your complimentary Welcome Pack will be dispatched separately and typically arrives within 5 days of sign-up.
• Monthly Discovery Packs are delivered before the 1st of the following month.
• Subscription orders placed on or before the 20th of the month will be included in the next shipment cycle.
• Subscription orders placed after the 20th will automatically move to the following month's cycle.
  
  Example:
  
  * Subscribe on 15 August → Receive your Discovery Pack before 1 September
  * Subscribe on 22 August → Receive your Discovery Pack before 1 October
  

As many of our products are made-to-order or produced in limited quantities, pre-sale items follow a scheduled fulfilment process.

Orders placed between:

• 1st–15th → Delivered before the 1st of the following month
• 16th–30th/31st → Delivered before the 15th of the following month
  
  Example:
• Order on 10 August → Receive before 1 September
• Order on 20 August → Receive before 15 September

Please note:
Delivery dates are estimated timelines and may vary due to production schedules, customs processing, or courier delays. We will always keep you updated on your order status.

Subscription Discovery Packs

Subscription Discovery Packs can be skipped or modified up to 36 hours before the scheduled shipping date.

Once the 36-hour window has passed, your pack will enter processing and can no longer be changed, skipped, or cancelled for that month's shipment.

Regular Pre-sale Orders

As many of our products are produced through a pre-sale process, cancellation requests are accepted within the active pre-sale period of your order cycle.

Orders placed between:

• 1st–15th → Can be cancelled on or before the 15th
• 16th–30th/31st → Can be cancelled on or before the final day of that order cycle
  
  Example:
• Order placed on 10 August → Cancellation available until 15 August
• Order placed on 22 August → Cancellation available until 31 August
  
  Once the pre-sale window closes, your order will enter production and can no longer be cancelled.

Special Design Items
Due to the nature of these products, cancellations for personal reasons cannot be accepted once an order has been confirmed.

This includes:

• Customised or personalised products
• Designer-made or made-to-order items
• Products with extended production lead times
• Limited edition or special collaboration collections

Please note:
Once an item enters production, packaging, or shipment preparation, cancellation requests may no longer be possible.

We want you to love what you discover. If something is not right, here is how returns and refunds work.

Return window
You have 14 days to request a return, starting from the date your tracking shows the item as received.

Return shipping costs
A return shipping fee are required and applies to most returns and we will process a refund after we received the items.

However :

• Returns are free if the item is damaged, defective, or faulty — we will cover the cost.
• Discovery Pack items are not accepted for return unless they are damaged, defective, or faulty.
  

Damaged or defective items
If your item arrives damaged or faulty, please contact us with a photo and your order details, and we will arrange a free replacement or refund.

Refunds
Once we receive and inspect your returned item, we will notify you and process any applicable refund to your original payment method. Please allow a few business days for the refund to appear, depending on your bank or card provider.