Need Help?

Everything you need to manage an order, arrange a return or look after your pieces is on this page. If you can't find the answer here, send us a message through our contact form and we'll come back to you within one business day.

Orders

How do I check my order status?

Sign in to My Account to see every order placed with your email address, along with its current status and tracking. You'll also receive a confirmation email when your order is placed and a second email with tracking once it ships.

Can I change or cancel my order?

We can usually change or cancel an order before it enters packing, which is typically within a few hours of it being placed. Message us through the contact form with your order number as soon as possible and we'll do what we can. Once an order has shipped it can't be cancelled, but you can return it under our return policy.

I received the wrong item or something is missing

Contact us within 48 hours of delivery with your order number and a photo of what arrived. We'll arrange a replacement or a refund at our cost — you won't pay return shipping on our error.

Shipping and delivery

How long will my order take?

Orders are packed within 1-2 business days and delivered in 2-5 business days across most of Canada. Remote and northern addresses can take longer. Full detail is on our Delivery & Returns page.

How much is shipping?

Standard shipping is free on orders over $99 CAD. Below that, a flat rate is calculated at checkout before you pay.

My tracking hasn't updated

Tracking can sit quiet for 24-48 hours after a label is created, especially over a weekend. If there's no movement after three business days, get in touch and we'll open a trace with the carrier.

Returns and refunds

What's your return window?

30 days from the date your order is delivered, on items that are unused and in their original packaging. See the return policy for the full terms and the list of items we can't take back.

How do I send something back?

Follow the steps on Start a Return. You'll need your order number and the email address you ordered with.

When will I be refunded?

Refunds are issued to your original payment method within 5-10 business days of your return arriving with us. Your bank may take a few days more to show it.

My item arrived damaged

Report it within 48 hours of delivery with photos of the item and the outer packaging. We'll replace it or refund you in full, and we cover the return shipping.

Products and care

Will the colour match the photos?

We photograph everything as accurately as we can, but screens vary and natural materials like glass, rattan, bamboo and stone differ piece to piece. Slight variation in tone, grain and weave is a feature of handmade goods rather than a fault.

Do your lights come with bulbs?

Unless a product page says otherwise, bulbs are not included. Each listing states the fitting type so you can choose the brightness and colour temperature you want.

Who should install my light?

Any hard-wired fitting — pendants, flush mounts, wall sconces — should be installed by a qualified electrician in line with local electrical code. Plug-in and USB-powered pieces need no special installation.

How do I clean my pieces?

Care notes are listed in the specifications on each product page. As a rule: dust glass and metal with a dry, soft cloth, brush natural fibres rather than wetting them, and keep untreated timber and woven materials out of sustained damp.

Account and payment

Do I need an account to order?

No. You can check out as a guest. An account simply keeps your order history, tracking and addresses in one place.

How do I sign in?

Go to My Account and enter your email address. We'll send you a one-time code to sign in — there's no password to remember.

What payment methods do you accept?

All major credit and debit cards, plus the digital wallets shown at checkout. All prices and charges are in Canadian dollars (CAD).

Is my payment information safe?

Yes. Payments are processed over an encrypted connection by our payment provider. We never see or store your full card number.

Still stuck?

Use the contact form and include your order number if you have one. We answer messages within one business day, Monday to Friday.