FAQ
Frequently Asked Questions
Orders
How do I place an order? You are welcome to shop directly through our website. Upon completing your order you will receive a confirmation by email. Should you have any questions before or during your purchase, we encourage you to reach out to us directly.
Can I amend or cancel an order? We ask that any amendments or cancellations be requested before your shipping confirmation has been issued. Once an order has left our care, we are unfortunately unable to make further changes.
Made to Order
How does the made-to-order process work? Our made-to-order pieces represent the heart of what we do. Each piece is produced individually, to order, and is available exclusively through our Stockholm showroom or by contacting us directly by email or telephone. We invite you to reach out to begin the conversation.
How long does a made-to-order piece take? We ask that clients allow approximately two months from the time of order. Lead times may vary depending on the availability of leather, and we will always be transparent about timelines at the outset. You will be kept informed throughout the process.
How do I enquire about a made-to-order piece? Please contact us by email or telephone and we will be happy to discuss your requirements in detail. You are also welcome to visit us at our showroom, where we can walk you through the full range of possibilities in person.
Appointments
How do I arrange an appointment? Appointments can be booked directly through our website. A confirmation with all relevant details will follow promptly.
What are your showroom hours? We receive clients Monday to Friday, 09:00–18:00. Appointments outside of these hours can be arranged upon request — we are happy to accommodate where possible.
Can I reschedule or cancel an appointment? Of course. You may manage your appointment at any time by logging into your account on our portal, or by contacting us via WhatsApp. We will do our utmost to find an alternative that suits you.
Payment
Which payment methods do you accept? We accept Visa, Mastercard, American Express, Apple Pay, and Google Pay.
Are prices inclusive of VAT? Yes. All prices are displayed inclusive of VAT, with no additional charges at checkout.
Is my payment secure? All transactions are handled through a secure third-party payment provider. As an additional safeguard, your bank or card provider may ask you to verify the transaction before it is processed.
When will my payment be taken? Payment is authorised at the time of ordering and collected upon confirmation. For made-to-order commissions, payment terms will be agreed at the time of purchase.
Shipping
Where do you ship from? All orders are dispatched from our warehouse in Stockholm, Sweden.
How long does delivery take? We ship exclusively with UPS. Estimated delivery times by region are detailed on our Shipping page.
How do I track my order? A shipping confirmation including your UPS tracking details will be sent to you once your order has been dispatched. You may also access this information at any time through your account.
Is a signature required upon delivery? Yes. All orders require a signature upon receipt to ensure they reach you safely.
Are duties and import fees included? Yes. We assume full responsibility for all duties and import fees on every order, regardless of destination. You will never encounter unexpected charges upon delivery.
Returns
What is your returns policy? We accept returns within 14 days of receipt. Items must be returned in their original, unworn condition with all tags intact. Made-to-order commissions and fine jewellery are not eligible for return unless they arrive with a fault.
What should I do if my order arrives damaged or with a fault? In the unlikely event that your order is not as it should be, we ask that you contact us within 48 hours of receipt with a description and supporting photographs. We will resolve the matter promptly and without inconvenience to you.
How do I arrange a return? Please log into your account to initiate a return, or contact us directly and we will manage the process on your behalf.
When will my refund be issued? Upon receipt and approval of your return, a full refund will be issued to your original payment method within 10 business days.
Materials & Care
What materials do you work with? We work exclusively with Argentium silver across our jewellery and the hardware and trims of our bags. Argentium is a refined alloy prized for its exceptional resistance to tarnish, its bright, enduring lustre, and its hypoallergenic properties — making it a considered choice for those with sensitive skin.
How should I care for my jewellery? Argentium silver requires very little maintenance compared to traditional silver. To preserve the quality of your pieces over time, we recommend the following:
- Store in a soft pouch or lined box, away from direct sunlight and moisture
- Keep away from perfume, lotions, and household chemicals
- After wearing, wipe gently with a soft, dry cloth
- Avoid contact with chlorine and saltwater
How should I care for the hardware on my bag? The Argentium trims on our bags are built to endure, but benefit from the same considered care. Wipe down periodically with a soft cloth and keep away from prolonged exposure to moisture or abrasive surfaces.
My Account
Do I need an account to place an order? An account is not required to complete a purchase. That said, we recommend creating one — it allows you to track orders, manage appointments, and keep your details in one place for future visits.
What should I do if I forget my password? Select "Forgot password" on the login page and follow the instructions provided. If you do not receive an email, please check your spam folder or contact us directly.
Contact
How can I reach you? We are available by email, telephone, and WhatsApp. We endeavour to respond to all enquiries within one business day.