Care Guarantee
Every item carries a twelve-month guarantee against a defect that was ours to catch
The guarantee grows out of the same thirty-day home test that decides what makes the catalog. If a stitch, a joint or a glaze fails the way it shouldn't, we repair it, replace it, or refund the piece. It does not cover ordinary wear, and we'd rather say that here than at the point of a claim.
We stitch linen bins at the corners rather than glue them, because a glued seam is the first thing that lets go under a full load. That single choice is most of what the guarantee protects: if a seam opens, a joint loosens, cedar splits along the grain, or a glaze cracks under normal handling within twelve months of delivery, we fix it at no charge or we send a replacement.
There is no certificate behind this promise and no third-party inspection body. It is the same six people who source, test and pack the catalog looking at the item again, the same way they looked at it during its thirty days at home.
What we do when a claim comes in
- Call or write through the inquiry form and describe what happened, with a photo if you have one.
- We ask a few questions about how the item has been used and where it lives — a linen bin stored in a hot attic behaves differently from one on a closet shelf.
- If it's a defect covered below, we arrange a repair, a replacement, or a refund, and cover the return shipping ourselves.
What is covered
Defects in materials and workmanship, for twelve months
This is the guarantee in specific terms, item by item, not a general promise to "make it right."
| Material or item | Covered | Typical remedy |
|---|---|---|
| Linen bin stitching | A corner seam that opens under normal loading | Repair or replacement bin |
| Bamboo caddy joinery | A compartment joint that separates without misuse | Replacement caddy |
| Cedar shoe trees | A split along the grain within the first year | Replacement pair |
| Stoneware soap dish | A crack or chip in the glaze from normal handling | Replacement dish |
| Kraft storage boxes | A lid or base that fails under its stated 22-litre load | Replacement box |
| Seagrass laundry basket | Frame or weave failure under normal laundry loads | Repair or replacement |
What is not covered
Ordinary wear, misuse, and the sun
We would rather list this in plain language than bury it in a returns policy nobody reads.
- Fading, softening or colour change from direct sun exposure, which affects linen and dyed felt faster in a Texas window than most buyers expect.
- Damage from a load well past what the item is built for — a kraft box rated at 22 litres is not built to be stood on.
- Water damage to bamboo, cedar or kraft board, none of which are sealed for wet storage or outdoor use.
- Normal bristle wear on the cleaning brush set, or wax residue on the cedar kit's tin after ordinary use.
- Any item bought second-hand or transferred from the original recipient without our knowledge.
On plastic storage
We don't stock plastic bins, so there's no plastic-storage line in this guarantee at all. It cracks and yellows in a hot garage or a sunlit closet, and we're not willing to write a warranty clause that pretends otherwise. The full reasoning is on the storage category page.
Have a claim
Call before four on a weekday and most claims move the same day
Describe the item and what happened, and the same two people who packed it will look at the fix. This guarantee sits alongside, and does not replace, the terms summarised on our terms of service page.