If it arrives hurt

We'll make it right.

Cord is soft, but a long journey is not. On the rare day a piece arrives damaged, here's exactly what to do — and what we'll do.

  1. 01

    Photograph within 48 hours

    Snap the outer box, the packaging, and the piece itself — before anything is thrown away. The carrier needs the box to honour a claim.

  2. 02

    Email the photos to the workshop

    Send them to hello@ketelier.com with your order number. A real person reads every note, within 24 hours Mon–Fri.

  3. 03

    We make it right — your call

    Repair, replace, or refund. A replacement is re-knotted and shipped at no cost to you. We file the insurance claim with the carrier ourselves — that part is never your paperwork.

A damaged piece is never the end of the story. It's the start of a replacement, knotted just for you.

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