Questions we hear most often.

Each piece is tied to order. Plan on 10–14 days at the workshop, then 10 days in transit from Vietnam to the US — about 20–24 days from order to doorstep. We'll email you a photo before it ships.

Most Essential and Signature pieces are available in three cord colours (Natural, Terracotta, Indigo) and three sizes. Heirloom pieces are one-of-one and are not modified. Email us for bespoke commissions.

Yes — payment is taken at checkout so the makers can begin. If you change your mind within 24 hours, write to us and we'll refund in full before the cord is cut.

Almost. Each Ketelier piece is hand-knotted in the workshop on a particular afternoon. Slight variation in tension, fringe, and dye is the signature — not a defect.

Phase 1 we ship within the United States only. EU and Australia routes are opening later in 2026 — join the letters list to hear first.

Standard shipping is $14 flat (Vietnam Post). DHL Express is offered at checkout for $48. Orders over $100 ship free standard.

Yes — you'll receive a tracking link when your piece leaves the workshop. We also send a hand-photographed update on day 7 of crafting.

30 days from delivery on un-customised pieces. Customer pays return shipping; no restocking fee. Customised Heirloom or bespoke pieces are non-returnable except in the case of a verified manufacturing defect.

Photograph the package and the piece within 48 hours and email hello@ketelier.com. We'll repair, replace, or refund — your call.

Yes — a lifetime craft warranty covers knot integrity and hardware failure under normal indoor use. Pet damage, child damage, and severe sun fade aren't covered, but we'll always offer a repair quote.

Spot clean with cool water and a mild soap. Never wash, never tumble. For a deeper refresh, steam from a distance with a clothing steamer.

Natural cotton tolerates indirect light beautifully. Direct south-facing sun for 6+ hours daily will fade the colour over time — a gentle patina, but worth knowing.

Mist lightly with water, comb with your fingers, hang to dry. The piece will remember.

A small workshop in North Vietnam — a founder and one to two partner makers. We don't publish individual names or portraits; the work is collective, the technique is hand-knotted macramé, and the partnership is committed to fair compensation. Read more on the Our Craft page.

For their privacy and dignity. We're a small partnership in North Vietnam working at the scale of two or three pairs of hands; naming them publicly serves Ketelier's marketing more than it serves them. The pieces are signed and dated on the reverse — the record stays with the object, not the catalogue.

Our biggest sustainability lever is made-to-order: a piece is only knotted after you order it, so nothing is produced that ends up unsold. We’re finalising our material sourcing now and will publish the details — fibre, dye, and suppliers — here as they’re confirmed.

It's a coined word — Kết (Vietnamese for tying a knot, and for connecting) + atelier (French for workshop). Read more on the Our Craft page.