FAQ

  • All orders will be processed within 1 - 5 working days.  

  • Exchange or returns of purchased items are possible if the products are damaged or faulty upon arrival, or if the items are not the ones originally ordered. ‍

    We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. ‍

    To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase. ‍

    To start a return, you can contact us at bael.ensemble@gmail.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. ‍

    You can always contact us for any return question at bael.ensemble@gmail.com.

  • Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. ‍

    Unfortunately, we cannot accept returns on sale items or gift cards.

  • We are delighted to collaborate and create custom objects tailored to your preferences. Many of our pieces can be customised to suit your vision, including all of our ceramics and most of our furniture. Whether you’re looking for a unique colour, design, or size, we’re happy to work with you to bring your ideas to life.

    If you’re interested in a custom order or have specific requirements, please don’t hesitate to contact us. We’d love to hear from you and discuss how we can make something truly special just for you.

  • The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.‍

  • We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.