FAQ

Answers to the questions we are asked most often. If yours is not here, write to us and we will reply.

Orders

How do I track my order?

Sign in to your account with the email address you ordered with. We send a one-time code to that address, and once you are in you will find your order history and tracking details. We also email you a tracking link when your parcel ships.

Can I change or cancel my order?

You can cancel within 24 hours of placing your order, as long as it has not shipped: email us at morrowandloom@gmail.com with your order number and we will refund you in full. After that, orders cannot be changed or cancelled.

Which payment methods do you accept?

Every payment method we accept is shown at checkout.

Shipping & cancellations

When will my order leave?

Pieces ready to ship leave the bench within 3 working days. Pieces handcrafted to order take longer, up to two weeks; each product page shows the date its piece leaves, and an order leaves together when its last piece is ready. Each piece is packed in a pouch and box.

Is shipping free?

Shipping is complimentary on orders over $300. Full details are on our shipping & returns page.

Where do you ship, and how long does delivery take?

Delivery options and costs for your address are shown at checkout. If your country is not listed, write to us.

Can I return or exchange a piece?

Each piece is made by hand, so all sales are final: we do not accept returns or exchanges for a change of mind. If a piece arrives damaged, faulty or is not what you ordered, email us with your order number and a photo and we will put it right. See Shipping & cancellations for details.

The pieces

What are the pieces made of?

Where a piece is offered in a choice of metal, it comes in gold vermeil or sterling silver. Lacquer pieces may be offered in more than one colour, and brocade pieces in more than one pattern. Each product page lists the options for that piece.

How is each piece made?

Each piece is made by hand with a craft recognised as intangible cultural heritage in China, such as mother-of-pearl inlay, layered natural lacquer or Song brocade. Each product page names the craft behind it. The piece is then set in gold vermeil or sterling silver and finished at the bench. You can read more about the process in The craft.

Will my piece look exactly like the photographs?

Not exactly. The photographs are for reference only. Each piece is made by hand, so the colour and pattern of yours will differ a little from the one shown: the play of light in mother-of-pearl, the rings in layered lacquer and where the pattern falls on the brocade are different in every piece. These differences are part of the craft, not faults.

How do I choose a ring size or necklace length?

The Lacquer Signet Ring comes in sizes 5, 6, 7 and 8. The Mother-of-Pearl Inlay Pendant comes in 40 cm or 45 cm. Our size guide explains how to measure.

Are the pieces suitable for sensitive skin?

If you have a specific concern, write to us before ordering.

Care

How should I care for my jewellery?

Keep your pieces away from water, perfume, lotions and strong sunlight, and store them in their pouch when you are not wearing them. Our care guide has more detail.

Can I wear my piece in the shower or when swimming?

Please take it off first. Water can mark silk brocade, dull mother-of-pearl and lift inlay over time.

What if my piece is damaged?

Please write to us with your order number and a photo.