Refund policy

1. Ordered for you

Every Värld piece is ordered from the artisan specifically for you. Some are made from scratch, others come from the artisan's small-batch studio stock, but none sit in a Värld fulfillment hub.

Once we confirm your order with your artisan, it begins a journey from their studio, through our London hub and on to you. Each piece is quality inspected twice along the way. The artisan inspects and photographs it before it leaves their studio. Our team then inspects it again at the London hub, photographing, weighing and recording it before it is packed for you. Any piece that does not pass inspection is not sent. We keep these records until your order is delivered and any claim is settled.

Because of this journey, confirmed orders cannot be cancelled, and we do not accept returns for a change of mind. We ask you to read this policy before placing your order. By placing an order, you agree to it.

2. Cancelling your order

What you can do depends on when you ask. All times are counted from the moment your order is placed, as shown on your order confirmation email, in UK time (London).

When you cancel	What happens
Within 24 hours of placing your order	Free cancellation and a full refund
After 24 hours, until we confirm your order with your artisan	Choose either the full amount as Värld store credit, or a refund to your original payment method less 5%, which covers payment processing charges we cannot recover
After we confirm your order with your artisan	Your order cannot be cancelled. We will complete it and deliver it to you

We will email you as soon as we have confirmed your order with your artisan, which can take anywhere from a few hours to a few days depending on the artisan. That email marks the point after which your order can no longer be cancelled.

To cancel, email care@varld.shop with your order number. Your request counts from the time we receive your email.

If we are unable to fulfil your order, for example because the artisan cannot make your piece, we will cancel it and refund you in full.

3. Returns

We do not accept returns or exchanges for a change of mind, preference, fit, colour or any other reason where the piece arrives as described. This applies to all pieces, including sale items and gifts.

Handmade pieces naturally vary. Small differences in colour, glaze, texture, size or finish from the photos are part of each piece's character and are not defects. Each product page lists the piece's dimensions, materials and care details. Please check these carefully before ordering. If anything is unclear, such as size, scale, colour, materials or how a piece will suit its space, write to us before you order and we will gladly answer your questions or share more photos. By placing your order, you confirm that you have reviewed the product details.

4. If your piece arrives damaged or you receive the wrong item

Every piece is inspected twice and packed with care, so damage in transit is rare. If it does happen, let us know and we will review your claim. To protect our artisans and customers, and so we can resolve your claim quickly, we ask you to follow the steps below.

Report it within 48 hours. You must contact us within 48 hours of your parcel being marked as delivered by the courier. We are unable to accept claims for damage in transit or wrong items after this time.

Film your unboxing. This is required. Every damage or wrong-item claim needs an unboxing video, so please start filming before you open your parcel. Your video must:

1. Be a single, continuous recording with no cuts, pauses, edits or filters.
2. Start with the sealed parcel, showing all sides of the outer box and the shipping label with your order number clearly readable.
3. Show the parcel being opened and every item being unpacked.
4. Clearly show the damage, or the item received if it is the wrong one.

Send photos as well. Include clear photos of the piece from several angles, close-ups of the damage, the inner packaging, the outer box and the shipping label.

Keep everything. Keep the piece and all packaging until your claim is settled. We or our shipping insurer may need to inspect them.

If the outer box looks damaged on arrival, please still accept the delivery. Photograph the box before opening it and, where possible, ask the courier to note the damage on their delivery record. Then film your unboxing as described above and submit your claim within 48 hours.

How to claim. Email care@varld.shop with your order number, your unboxing video, your photos and a description of the problem. This is the minimum we need to open a claim. We may ask for further information or evidence while reviewing it, so please keep everything related to your order and its delivery until your claim is settled.

How we review claims

To keep things fair for everyone, every claim goes through thorough checks. We use fraud-prevention software and, where needed, independent third-party specialists to verify that videos and photos are genuine and unaltered, and we review the claim history on your account. We may also:

• ask for the original video and photo files directly from the device they were recorded on, rather than forwarded or compressed copies;
• ask to see the piece and its packaging on a short live video call;
• compare your evidence with the inspection records, photos and weight recorded when your piece left the artisan's studio and when it was checked and packed at our hub.

We will decline a claim if the evidence is missing, incomplete, or appears to have been edited, altered, generated, reused or otherwise manipulated in any way. Fraudulent claims may be reported to the relevant authorities.

What happens next

We will respond within 5 to 7 working days. If your claim is approved, we will refund the price of the affected piece to your original payment method. Because each piece travels a long way, we do not usually send replacements, though we may offer one at our discretion.

5. Lost or late parcels

Lost parcels. If the courier confirms your parcel is lost, we will refund you in full. Parcels held at customs are not treated as lost while they remain in customs' hands.

Late parcels. We ship slowly and carefully, by design. Each piece is prepared by its artisan, inspected at our London hub and then sent on to you, so please allow 4 to 8 weeks from your order for delivery. If it arrives sooner, all the better. If your order has not arrived within 10 weeks of being placed, email us and you may choose to cancel it for a full refund. This does not apply to delays outside our control, including time held by customs authorities, carrier disruptions, strikes, natural disasters, or incorrect or incomplete delivery details.

6. Refused deliveries and address errors

You are responsible for giving us a complete and correct delivery address, pin code and phone number, and for being available to receive your parcel. No refunds are given in any of the situations below.

• Change of address. We can update your delivery address only until your order is dispatched from our London hub. Once it has been dispatched, we cannot change it, and any redirection must be arranged by you directly with the courier.
• Incorrect or incomplete address. We are not responsible for parcels that are delayed, undelivered, returned or lost because of incorrect or incomplete delivery details.
• Refused or missed deliveries. If you refuse a delivery, or the courier cannot deliver because you were unavailable or unreachable, it is your responsibility to coordinate with the courier to arrange delivery.
• Parcels returned to us. If a parcel comes back to us for any of these reasons, we may, at our discretion, attempt to send it to you again. Any re-delivery is only possible once you have paid in full the shipping costs charged to us by the courier, both for the return and for the new delivery. We are under no obligation to re-send a returned parcel.

7. How refunds are paid

• Approved refunds are made to your original payment method within 5 to 7 working days. Your bank or card provider may take a few more days to show it.
• Refunds are made in the currency you paid in. The amount you receive may differ slightly because of exchange rate changes, which we cannot control.
• Store credit is issued to your Värld account by email and can be used on any future order. [Validity period is 12 months]
• Any discounts applied to your order are deducted from the refund.

8. Contact us

For cancellations, claims or questions about this policy, email care@varld.shop or Whatsapp at +44 7748 601026.

This policy does not affect any rights you have under the law that cannot be excluded.