Orders can usually be cancelled prior to dispatch. If you need to cancel an order, please contact us as soon as possible after purchase.
Once an item has been shipped, the order will generally be treated as a completed shipment and any cancellation request will fall under our returns policy instead.
Certain custom, altered, commissioned, or special-order items may not be eligible for cancellation once work has commenced.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. If you wish to return an item, please contact us first so that we can discuss the situation and provide return instructions where appropriate.
Items must generally be returned in the same condition in which they were received, including any labels, certificates, packaging, and associated documentation. Returned items should be packaged carefully to prevent damage during transit.
Unless otherwise required by law or agreed in advance, return shipping costs are the responsibility of the purchaser.
Every order is carefully packed before dispatch. However, if an item arrives damaged, if you receive the wrong item, or if part of an order is missing, please contact us as soon as possible.
Photographs of the packaging and contents may be requested to assist with any investigation or insurance claim. We will always work with customers to reach a fair and reasonable resolution where a genuine problem has occurred.
Refunds will generally be issued after the returned item has been received and inspected. Where applicable, refunds will be made using the original payment method. Refunds will be based on the original Euro amount received at the time of purchase, which might vary from the amount you receive back in your home currency because of exchange rates and fees that are beyond our control. Processing times may vary depending on the payment provider, banking system, and method of payment used during the original transaction.
Exchanges must be agreed upon before an item is returned to us. When an exchange is agreed by us, the replacement item will be dispatched after the original item has been received and inspected.
For obvious reasons, certain items may not be eligible for return. These may include:
Custom-made or commissioned items
Altered or modified specimens
Items damaged after delivery
Items returned without original documentation where such documentation formed part of the sale
Any exceptions will be clearly discussed before acceptance of a return.
Customers returning items from outside their country of purchase are responsible for ensuring that all customs declarations and shipping documentation are completed correctly.
Any duties, taxes, customs charges, or fees arising from the return shipment remain the responsibility of the sender unless otherwise agreed in advance.
We believe that most issues can be resolved quickly and amicably through direct communication. If you have any questions regarding a return, cancellation, refund, or existing order, please contact us and we will do our best to assist.
