Policies
Cancellations & Returns
Every piece is made to order, so these policies are about the time before work begins, and about putting things right if something arrives wrong.
Cancellation & order changes
- Please contact the House within 24 hours of placing your order to request a cancellation or change.
- Requests are accepted only if production has not started.
- Orders cannot be canceled or changed once production begins or after 24 hours have passed.
- Approved cancellations receive a full refund to the original payment method.
- Changes to design, size, or materials may affect pricing and production time. Changes must be confirmed before work proceeds.
Returns & refunds
- All sales are final, except for cancellations approved under the cancellation policy.
- Returns and exchanges are not accepted for changes of mind.
- Please contact the House promptly if an item arrives damaged, defective, or incorrect.
- Provide your order number, a description of the issue, and clear photographs of the item and packaging.
- Please keep the packaging until the issue is resolved.
- Handmade variations in shape, color, stone patterns, and placement are expected and are not automatically considered defects.
- Damage, functional problems, or significant differences from the advertised design will be reviewed for resolution.
How to reach the House
Use the contact form and include your order number. For a damaged, defective or incorrect item, describe the issue; Sancia will reply so you can send the clear photographs of the item and packaging.
More answers about ordering, shipping and care are in the FAQ. How the shop works overall is in the Terms.