Refunds, Returns & Shipping

Last updated: 24 July 2026

The short version: missing or broken bricks? We replace them free, no return needed. Changed your mind? Send it back within 60 days for a refund.

🧱 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:

💛 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)

This section is the legal minimum every EU seller has to give you. Our 60-day guarantee above is longer and easier to use, so in practice it is the one you want — but the statutory right below exists as well, and nothing here takes it away.

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).

Model withdrawal form

You don't have to use this form — a clear email saying you're withdrawing works just as well. It's here because EU law requires us to provide it.

(complete and return this form only if you wish to withdraw from the contract)

To Matej Novaković s.p., Bevško 13, 1420 Trbovlje, Slovenia — brickstage.social@gmail.com:

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),

Ordered on (*)/received on (*),

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

(*) Delete as appropriate.

📦 How to return something

  1. Email brickstage.social@gmail.com 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.

A custom build starts with a €15 design deposit, which comes off the €89 total. We send you a preview of the exact design before anything is made. If it isn't right we'll produce one revised design. If that still isn't right, we refund the €15 in full. Production only begins once you approve the design and pay the remaining €74.

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

💳 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.