What happens if a craft sculpture arrives damaged—what’s your process for resolving that?

If you’re asking what happens when a craft sculpture arrives damaged, let me be straightforward with you: it’s rare, but it can happen. And when it does, I take it personally. Every piece I send out is part of my workshop, my hands, and my concentration. So here’s exactly how I handle it.

First, when you open the box and find a chip, a crack, or a broken detail—please don’t panic. Take some clear photos of the damage, especially the packaging, so I can see what went wrong. Email me those images along with your order number. I’ll reply within 24 hours (often sooner, because I want to fix this).

Once I confirm the damage, I start a two-step process:

1. Immediate resolution. I offer you two choices: a full refund or a free replacement. If it’s a one-of-a-kind piece, I’ll offer a similar piece of equal value, custom-made or from my current collection. If you choose a refund, it’s processed within two business days. The damaged sculpture? Keep it or return it—I’ll cover the shipping label.

2. Root cause investigation. I unwrap my own packaging process like a detective. Did the foam shift? Was the box too light? Maybe the courier dropped it from height. I then adjust my packing method—double boxing, extra bubble wrap corner guards, or a sturdier outer carton—so the next sculpture survives the journey.

I also file an insurance claim if the carrier was at fault, but that never slows down your resolution. You are my priority, not the paperwork.

One thing I want you to know: I’ve shipped hundreds of sculptures, and fewer than 2% arrive with any issue. That said, I always insure each piece for its full value, and I personally inspect every crate before it leaves. If damage does happen, I see it as my responsibility to make it right—fast, honestly, and with as little stress for you as possible.

So if your craft sculpture arrives with a crack, don’t worry. Just reach out, and I’ll put it right. That’s my promise.