Returns & Exchanges
A Calm, Fair Returns Process
Because AscendaCo pieces are handmade, limited, and often one-of-a-kind, our returns policy balances care for the object with care for the customer. If something feels wrong, we want to help resolve it thoughtfully.
Standard Returns
What can be returned.
Eligible items
Most ready-to-ship pieces may be returned within 14 days of confirmed delivery, provided they are unused, undamaged, and returned with all original packaging and documentation.
Condition requirements
Returned works must arrive back in the same condition in which they were received, including certificates, inserts, and presentation materials.
Non-Returnable
Items not eligible for return.
Commissioned and custom works
Pieces made to commission, personalized works, and made-to-order items are generally final sale.
Special-order sourcing
Items sourced or finished specifically for a client request may not be returned unless they arrive damaged or materially incorrect.
Used or altered pieces
Items showing signs of use, installation, smoke, moisture exposure, or customer-applied alteration may not be accepted for return.
Alternative Options
Exchanges and store credit.
Because many pieces are unique, direct like-for-like exchanges are not always possible. Where appropriate, we can often arrange an exchange for another available work or issue store credit toward a future purchase.
If you are uncertain whether a piece is right before ordering, we recommend reaching out in advance for guidance on scale, materials, or symbolism.
Sending a Return
How return transit is handled.
Before sending anything back
Please contact us first so we can confirm eligibility and provide return guidance appropriate to the object.
Packaging
Use the original protective packaging wherever possible. For fragile or gilded pieces, improper repacking can cause avoidable damage.
Shipping responsibility
Unless the return is due to damage, defect, or an order error, return shipping and any related customs charges are generally the responsibility of the customer.
Aftercare
Damaged items and refund timing.
If your order arrives damaged
Please contact us within 48 hours of delivery and include photographs of the outer packaging, shipping label, and affected piece. We will review the best path forward promptly.
Refund timing
Approved refunds are typically issued to the original payment method within 5 to 10 business days after the returned item has been received and reviewed.
Need help with a recent order?
We would rather talk through the situation than leave you guessing about next steps.