Returns & Repair
Hand-made pieces outlive their owners. If something is not right, write to us — we will make it right, even across an ocean.
Each piece we sell is one of a small handful, made by a person we know, intended to be kept for decades. We hope you fall in love with what arrives. But if something is not right, write to us within fourteen days of delivery and we will arrange a return, exchange, or repair — even from the other side of the world.
The 14-day window
Unworn, unused, in the original packaging, within 14 days of delivery. Notify us first on WhatsApp or email; we will issue a return reference and the Patan address. Return shipping is the buyer's responsibility except where the piece is faulty or damaged in transit.
If the piece is faulty or damaged on arrival
We pay return shipping and ship a replacement or repair at our cost. We pre-pay a DHL pickup from your door — you do not have to navigate a courier yourself. Keep the original packaging and email us a photograph within 48 hours of delivery; we handle the rest from Kathmandu.
Refund timing
Once the returned piece arrives in Patan and we confirm its condition, refunds are issued within 5 working days to the original payment method. International refunds via Wise, Stripe, or PayPal typically take an additional 2–3 days to clear at your end.
About the customs duty you paid on the way in
If you paid VAT or import duty when the parcel arrived, that money was paid to your government, not to us — we cannot refund it directly. Your customs authority can refund duties on goods that are re-exported within a defined window (usually 1 year), but the process varies by country and is rarely worth the paperwork on a single piece. We supply a re-export invoice on request. Practically, most buyers find it easier to keep an unwanted piece and gift or resell it locally.
Not eligible for return
- Bespoke orders and pieces commissioned in non-standard sizes, colours, or tunings.
- Items in the Himalayan Produce category (food, honey, salt, tea, ghee).
- Pieces purchased through the Trade Program.
Repairs — free for the first year
Every piece carries a one-year repair guarantee. A loose pashmina tassel, a rug fringe that has frayed, a wood box that has shifted in dry climate — ship it back to Patan and we mend it free of charge, return it within 4 weeks. We pay outbound return shipping on warranty repairs (we'll book the DHL pickup from your address).
After the first year
We still repair, at cost. A rug that has been walked on for a decade deserves the same care as one in its first month. Write to us with a photograph; we quote within a working day. There is no time limit on this — these things are meant to last.