Delivery & Returns
Where your order is, when it will arrive, and what to do if you want to send it back.
Delivery
Processing time
Orders are picked, checked and packed within 1-2 business days. Orders placed on a weekend or a public holiday begin processing the next business day. Fragile pieces — glass, ceramic, stone — are packed by hand, which occasionally adds a day.
Shipping times and cost
- Standard shipping across Canada: 2-5 business days after dispatch.
- Free standard shipping on orders over $99 CAD.
- Below $99, a flat rate is calculated at checkout and shown before you pay.
- Remote, rural and northern addresses: allow an additional 3-7 business days. A surcharge may apply and will be shown at checkout.
- Oversized items (large pendants, furniture) may ship separately and on a longer timeline. This is noted on the product page.
Delivery windows are estimates from the day your order ships, not from the day you place it, and they don't include the processing time above. They are not guarantees — carrier delays, weather and peak periods can push them out.
Tracking
You'll get a confirmation email when you order and a second email with a tracking number once your parcel is collected. Tracking can stay quiet for the first 24-48 hours while the parcel moves through the carrier's first depot. If there's been no movement after three business days, message us through the contact form and we'll open a trace.
You can also see every order and its tracking by signing in to My Account.
Addresses and split shipments
Please double-check your address at checkout — we can't redirect a parcel once it's with the carrier, and orders returned to us as undeliverable are refunded less the original shipping cost. Orders containing several items may arrive in more than one parcel, sometimes on different days.
Where we ship
We currently ship within Canada. We don't ship oversized items to PO boxes.
Returns
The window
You have 30 days from delivery to start a return on an item that is unused and in its original packaging, with all fittings, cords and hardware included.
Who pays
Change of mind: return shipping is at your expense, and the original shipping charge isn't refunded. Faulty, damaged or incorrect item: we cover the return shipping and refund you in full.
What we can't take back
Final sale and clearance items, made-to-order and personalised pieces, gift cards, installed or modified items, and anything returned without its original packaging.
Damaged in transit
Tell us within 48 hours of delivery through the contact form, with photos of both the item and the outer box. We'll replace or refund it and cover the shipping.
Refunds
Issued to your original payment method within 5-10 business days of your return reaching us. Your bank may take a few days more to display it.
How to start
Follow the steps on Start a Return. The complete terms are in our return policy.
Still have a question?
Our Need Help? page covers the most common ones. Anything else, use the contact form — we reply within one business day.