1. The Nature of Bespoke
Unlike commercial retail, Mu & Mortise does not hold stock. Every artifact is summoned into existence specifically for you. Once a commission is placed and the artisan begins their work (typically within 24 hours), materials are cut and time is allocated. Therefore, all commissions are considered final sales. We do not offer returns for "change of mind" or aesthetic preference adjustments after the work has commenced.
2. Cancellation Window
You may cancel your commission for a full refund within 24 hours of placing your order. After this grace period, the forge is lit, the loom is strung, and the commitment becomes binding.
3. Transit Insurance & Integrity
We recognize that our artifacts traverse oceans to reach you. Every shipment leaving our artisan hubs is fully insured against loss or damage in transit.
If your artifact arrives structurally compromised:
- You must notify us within 48 hours of delivery via [email protected].
- You must provide high-resolution photos of the damaged item AND the packaging (this is mandatory for our insurance claim).
- Do not discard the packaging until the claim is resolved.
Upon verification, we will immediately commission a replacement at no cost to you. We handle the insurance claim; you simply await your restored artifact.
4. Natural Variations
True luxury is organic. All our products—including but not limited to Yak Khullu, Egyptian Papyrus and Egyptian Wool—are products of nature, not plastic. Variations in grain, texture, color tone, and weave are not defects; they are the signatures of authenticity. A refund will not be granted for these natural characteristics.