Our handcrafted, individual chess sets are designed to bring elegance and strategic challenge into homes, offices, and tournament halls. Each piece is carefully crafted, and every board is constructed to the highest standards. Despite our rigorous quality controls, there may be occasions when a shipment does not meet your expectations or experiences damage in transit. This policy outlines how we handle such situations with clear, customer-focused procedures that prioritize swift resolution and your continued satisfaction.
1. Inspect Upon Receipt
When your chess set arrives, please inspect the packaging and contents immediately. Each set is securely wrapped in protective materials—foam inserts, padded boxes, or cloth bags—to prevent scratches, dents, or breakage. However, shipping conditions may sometimes cause unforeseen damage. Upon unpacking, examine:
- The outer packaging for any tears, dents, or water damage.
- The chessboard for cracks, chips, warped surfaces, or discoloration.
- Chess pieces for missing elements, broken or chipped bases, or paint irregularities.
- Accessory components (storage boxes, carrying cases, care kits) for completeness and condition.
If you detect any issues at this stage, document them with clear photographs showing both the damaged item and the intact packaging. These images will help us diagnose the cause and arrange the appropriate remedy without delay.
2. Damaged or Missing Components
In the rare event that your chess set arrives with damaged or missing components, contact our support team within seven days of delivery. Provide:
- Order reference number
- Brief description of the issue (e.g., “three dark-colored knights chipped across the edges”)
- Photographs illustrating damage or absence of pieces
We offer the following remedies:
- Replacement Pieces: For a few damaged or missing items, we will ship identical replacements in reinforced packaging at no extra cost.
- Complete Set Exchange: If damage is extensive or affects the board, we will replace the entire set and arrange return shipping of the defective unit, providing a prepaid label.
- Alternative Item Credit: Should you prefer a different style of chess set, we can issue a credit equivalent to your purchase value, which may be applied toward any other product in our catalog.
Our goal is to ensure you receive a fully intact, pristine chess set as quickly as possible.
3. Aesthetic and Functional Satisfaction
Chess is not only a game of strategy but also of presentation. We recognize that aesthetics—wood grain, marble veining, hand-painted motifs—play a crucial role in your enjoyment. If after unboxing you find that the color tone, finish, or style of your set does not meet your expectations, you may request an exchange for another product of equal value. To facilitate this process:
- Inspect the set under good lighting to assess wood hues, paint finishes, or material textures.
- Compare the delivered item against online images, noting any significant discrepancies.
- Email our team within fourteen days with your order details, a description of your concerns, and photographs illustrating the mismatch.
We will review your request and discuss suitable alternatives, such as a different wood species, design theme, or finish type. Our exchange process is straightforward: once you approve the new selection, we ship it out and provide instructions for returning the original set, if necessary.
4. Shipping and Delivery Issues
The journey from our workshop to your doorstep may involve multiple carriers and handling procedures. If your shipment is delayed, misdelivered, or shows signs of mishandling, let us know promptly. We partner with reputable couriers and track every order from dispatch to delivery. In such cases:
- Delayed Arrival: If tracking information indicates an unexpected hold-up, contact us with the tracking number. We’ll liaise with the courier to locate your package and expedite delivery.
- Misdelivery or Loss: Should the courier confirm loss or incorrect delivery, we will initiate a claim on your behalf and ship a replacement set immediately, using an alternate routing method to ensure timely arrival.
- Transit Damage: If damage occurs in transit despite intact external packaging (e.g., internal breakage), we will swap the entire set and reinforce packaging to prevent recurrence.
These measures apply to domestic and international shipments. Our aim is to minimize inconvenience and ensure you receive your chess set in the condition it left our facility.
5. Custom and Personalized Orders
We offer bespoke engraving, hand-painted themes, and custom wood combinations. These personalized creations require additional care:
- Order Confirmation: You’ll approve a digital proof before production begins.
- Quality Assurance: Each personalization is inspected for engraving depth, paint accuracy, and alignment prior to shipping.
- Review Period: Upon receipt, examine personalized elements—names, dates, logos—for precision.
If any engraving is misaligned, painted sections are flawed, or personalized text contains errors, notify us within five days of delivery. Include:
- Order reference
- Verified proof of intended customization
- Photographs of the discrepancy
We will correct engraving mistakes or repaint themed designs at no additional cost. For irreparable personalization errors, we can recreate the entire set or offer store credit to select another item.
6. Exchanges and Upgrades
Your chess collection may evolve, and you might wish to upgrade to a larger board, different material, or themed edition. We support simple exchanges and upgrade paths:
- Price Parity: Exchange for another in-stock product of equal or lesser cost with no additional fee, or pay the difference if upgrading to a higher-priced set.
- Condition Requirement: Returned items must be in like-new condition, with all original pieces, packaging, and accessories included.
- Shipping Arrangements: Depending on geographic location, we may cover return shipping for exchanges, or provide discounted rates through our partner couriers.
Exchange requests should be made within thirty days of the original delivery date. Submit your request, and we’ll guide you through the steps to select your new set and return the original.
7. Non-Returnable Items
To maintain product integrity and hygiene, certain accessories are final sale and cannot be returned:
- Leather care balms or polishing compounds once used
- Wood care kits where contents are partially consumed
- Custom-engraved or hand-painted pieces after proof approval
These items are explicitly excluded from returns or exchanges. Please review product descriptions carefully before purchase, and contact us with any questions regarding these accessories.
8. Warranty and Technical Support
While this policy does not establish warranties, we stand behind our workmanship. For mechanical components—magnetic hinges, folding mechanisms, drawer slides on luxury boards—if you experience a functional defect (e.g., broken hinge, magnet failure) within one year of purchase, we offer:
- Repair or Replacement of the defective mechanism or chess set.
- Technical Guidance via video call or written instructions to address minor hardware issues.
Contact our support team with details of the defect, and we’ll diagnose the problem and ship replacement parts or an entire set, as appropriate.
9. Initiating a Return or Exchange
To begin any return or exchange request, please email our Customer Care team with:
- Order Number
- Date of Delivery
- Description of Issue
- Photographic Evidence (where applicable)
You will receive a response within one business day outlining the next steps, including shipping labels, packaging instructions, or further questions to clarify your needs.
10. Continuous Improvement Through Feedback
Your insights help us refine our materials, packaging, and policies. After we resolve your request, you may be invited to provide feedback on:
- Packaging robustness
- Clarity of assembly instructions
- Accuracy of customization
- Speed and helpfulness of support
We review all feedback quarterly, making improvements to reduce future incidents and enhance customer satisfaction.
By focusing on clear processes, responsive communication, and flexible solutions, we ensure that your experience with our individual chess sets remains as distinguished as the products themselves. Should any aspect of your order fall short—whether through shipping damage, personalization errors, or mismatches in style—please reach out. Our commitment is to your complete satisfaction, ensuring that your investment in craftsmanship and strategy is protected every step of the way.