Shipping & Returns
From hand to home.
Made-to-order means the timeline lives at the workshop, not the warehouse. Here's exactly what happens, and what we promise if it doesn't.
Your order, day by day.
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01
Day 0
Order placed
Confirmation email lands within an hour.
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02
Day 2
Workshop begins
Cord measured, tension set, knot count drafted.
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03
Day 7
In-craft photo
A workshop photo and a short note, sent to you.
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04
Day 10–14
Finished, signed
Signed and dated on the reverse — the workshop's record.
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05
Day 14–24
On its way
About 10 days in transit, Vietnam to the US. Tracked and insured.
Where we ship, what it costs.
Thirty days. Honest terms.
We want you to live with the piece for a few weeks before deciding. If it's not right, write to us within 30 days of delivery.
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30 days from delivery
Un-customised pieces only. Original condition, original packaging.
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Customer pays return shipping
Roughly $14–22 from the continental US. No restocking fee on our end.
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Made-to-order pieces non-returnable
Except in the case of a verified manufacturing defect — repair, replace, or refund. Your call.
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Lifetime craft warranty
Knot integrity and hardware under normal indoor use. Pet damage, child damage, and 6+ hours of direct sun aren't covered — but we'll always offer a repair quote.
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Damaged in transit?
Photograph within 48 hours and email hello@ketelier.com. See the recovery steps.
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Future EU expansion
A 14-day cooling-off period will apply for EU orders when those routes open later in 2026. Phase 1 ships within the US only.