Sending it back

Returns are settled by the retail partner who took the payment. This page explains the route and what is worth checking first.

Start where you bought

Open the order in your account with the partner, pick the item and follow their returns flow. Their window, their conditions, their instructions for sending it back. We are not a party to the sale, so a message to us just costs you a day.

Check these before you start a return

• Stiff paint. A cup that feels leathery is usually recoverable. Mist it, close the lid, leave it overnight. Our note on keeping cups workable walks through it.
• Colour looks off. Gouache dries lighter and flatter than it looks wet. Put a swatch down and let it dry fully before judging it.
• Thin coverage. Nine times out of ten the well has been flooded. Work from the edge of the well where the body is still thick.
• Wrong palette size. Compare the shade count on the box against the palette size note before you decide.

Something arrived damaged

Photograph it before you clean anything up, including the outer packaging, then raise it with the partner. Pictures taken at the moment of unpacking settle these quickly. If a cup cracked or a lid arrived split, that is a transit or packing fault and they handle it.

If the fault is ours

A milling fault is a different matter and we do want to know. Write to us with the product name and a photo of the well, and we will look at the batch. Settle the commercial side with the partner in parallel: the two do not have to wait on each other.

What we cannot do

We cannot open a return, issue money back, send a replacement or accept a parcel. None of that runs through this site, and claiming otherwise would only send you in a circle.