Refunds, Returns & Shipping

Last updated: 24 July 2026

🧱 Missing or damaged bricks

Brick kits are counted by machine and by hand, and occasionally one goes missing. If your kit is short a piece, has a wrong colour, or arrives damaged:

• Email [your@email] with your order number and a photo
• We'll send the missing pieces free of charge — you don't need to return anything

💛 Our 60-day happy-building guarantee

If you're not happy with your build, you can return it within 60 days of delivery for a full refund of the product price. This is a voluntary guarantee we offer on top of your legal rights below.

Kits should be returned reasonably complete — an opened box and a built mosaic are fine, that's the whole point.

⚖️ Your legal right of withdrawal (EU)

As a consumer in the EU, you have the right to withdraw from your purchase within 14 days of receiving the goods, without giving any reason.

To use it, tell us clearly before the 14 days are up (email is fine). Then return the goods within 14 days of telling us.

We'll refund all payments received, including standard delivery costs, within 14 days of receiving the goods back (or proof you've sent them).

📦 How to return something

1. Email [your@email] with your order number and what's wrong
2. We'll reply with the return address and instructions
3. Pack it safely and send it

Return shipping: if the item is faulty, wrong, or damaged, we pay. If you simply changed your mind, the return postage is yours to cover.

🎨 Custom builds

Custom mosaics are made to your own image or specification. Under EU law, personalised goods are exempt from the 14-day right of withdrawal once production has begun.

You can cancel a custom order for a full refund any time before we start production. Faulty or damaged custom kits are of course still replaced or refunded.

⏳ Pre-orders

You can cancel a pre-order for a full refund at any time before it ships. If we can't meet the estimated dispatch window, we'll email you and you can cancel or wait.

🚚 Shipping

• We ship across the EU, dispatched from within the EU — no customs surprises
• Free shipping on orders over €50
• Typical delivery: [2–5 working days] after dispatch; pre-orders ship in the window stated on the product page
• You'll get tracking by email when it ships

💳 Refund method

Refunds go back to your original payment method via Stripe. Depending on your bank, it can take a few extra days to appear.