Order protection

Your payment is held until delivery

When you pay, your card is charged in full and we hold the money. The maker isn’t paid yet. They get paid only once you confirm the work arrived, so if something goes wrong before then, the funds are still with us and we can refund you or settle the order fairly.

The approval step

Before shipping, your maker uploads photos of the finished item. You review and approve them so they can ship. It’s your chance to catch problems early.

• You have 7 days to approve once photos are submitted.
• If you haven’t responded by then, we send a final 48-hour notice before the order moves to settlement.

If your maker goes quiet

Makers have clear deadlines too:

• Submit quality photos by the agreed delivery date (plus a 3-day grace period).
• Ship within 4 days of your approval.

If a maker misses these and stops responding, we flag it and hand you the decision. You can wait and give them a one-time extension, switch to another maker without losing your payment (see below), or cancel for a full refund.

Switching makers keeps your payment

You should never have to pay twice. When you switch makers, we hold your payment and carry it straight over to a fresh copy of your request. When you pick a new maker, your held credit is applied automatically and you only settle the difference: pay a little more if they cost more, or get the rest back if they cost less.

If you don’t choose a new maker within 30 days, we automatically refund the held credit to your original payment method.

If a customer goes quiet

Makers are protected too. If a customer never approves and stops responding after the window and final notice above, the maker chooses how to settle. Settlements are capped and proportional: the maker can only claim a share for the work actually completed, and the customer is refunded the rest. A customer is never charged more than they originally paid.

Optional shipping insurance

For eligible orders you can add shipping insurance when you pay. It is entirely optional and never required to place an order. Insurance is underwritten by a third-party insurer (XCover), and its cost is a small percentage of your order value that varies by shipping lane; the exact amount is shown before you confirm payment.

Reporting a package as not received

If an order never arrives, tell us and we check the carrier’s tracking. When tracking shows it was delivered, we review the claim with that proof in hand instead of refunding on the spot, so a maker who shipped correctly is protected. When the carrier confirms it wasn’t delivered, we refund you and the maker still keeps their payment.

You’re protected either way

Whatever happens, your money stays with us until the order is resolved. A maker can’t vanish with your payment, and you’re never stuck waiting forever. If something still needs a human, get in touch.