Frequently Asked Questions
How can I track my order?
Once you have finished placing your order, you will receive an email with your order confirmation number. We will also send you an email confirmation with this number as well as full details of your order.
I have only received part of my order, when will the rest of it arrive?
You will receive a shipping notification with tracking details for each part of your order.
My order has arrived, but I´m missing something. What can I do?
In the unlikely event we have forgotten to include a part of your order, we will arrange to have it shipped out as soon as possible.
My order has arrived damaged or is faulty. Can you help?
Though we take the utmost care in checking products and packaging orders before dispatch, accidents can happen. If your order has arrived damaged or appears to have a fault, please refer to our Shipping & Returns page for detailed instructions on what to do next.
I have placed an order but haven´t received a confirmation email. Where is it?
If you haven’t received a confirmation email, it’s always best to check your junk or spam folder in case it’s got stuck in there. If you still can’t find it, email us at email@example.com so we can check for any errors and resend.
I would like to cancel my order. How can I do that?
If you would like to cancel your order, email us at firstname.lastname@example.org with your order number as soon as possible. Please note we can only cancel orders which have not been dispatched yet. If you order is already on its way to you, you will need to follow the usual returns process detailed on our Shipping & Returns page.
I have made an error on my order. How do I amend it?
If you have made an error on your order, email us at email@example.com with your order number as soon as possible. We can amend the name and shipping address on your order if it has not been dispatched. If you would like to change the order itself, we would have to cancel your order and ask you to place another one. As above, we can only cancel orders which have not been fulfilled.
Can I add a gift note to my order?
If you have ordered a gift for someone else and wish us to include a gift message for him/her, drop us an email on firstname.lastname@example.org as soon as you can, and we will do our best to include it with your purchase.
In your email, please mention the following information in the subject: “Add gift note to my order number XXX”
Do you offer gift wrapping?
Not as standard. If you are purchasing a gift and would like it gift wrapped, email us at email@example.com with your order number as soon as you can and we will do our best to accommodate your request.
Do you offer trade discount?
Yes, we offer an exclusive trade discount to clients working in interior design in the commercial, hospitality or residential sector. Please email us at firstname.lastname@example.org for more information on our trade programme and to place an order.
Do you sell Gift Cards?
Yes, we do. A Canto Design Gift Card is the perfect thing for someone very special! Our gift cards are digital and can be purchased in different values. We don’t offer custom amounts, although you can order more than one gift card to make up to your desired amount.
Each gift card has its own code and will be emailed to you upon purchase. You can then either forward the email on to your recipient or print the gift card out for them. Buy yours here.
My gift card isn't working. What should I do?
If your gift card isn't working for any reason, please email us at email@example.com, and our friendly team will get back to you
Where do you ship to?
We currently ship only to the UK, but we are working to open to international markets in the future. Be sure to sign up to receive our news and updates on our website (LINK) and be the first to know when we open to international markets.
How much does shipping cost?
Shipping costs vary and are visible at checkout.
What shipping method do you use?
We ship your order via Standard UPS tracked courier service.
When will my order be dispatched?
We aim to dispatch your order within 3 working days from your ordering
How long will it take for my order to arrive?
Dispatch and delivery times vary. We aim to dispatch your order within 3 working days from your ordering, and UPS aims to deliver within 1-2 working days after dispatch. If you haven’t received your order and it’s been longer than 7 days, please email us at firstname.lastname@example.org and we can look into it for you.
What happens if my order arrives damaged or faulty?
In most cases, we will offer to replace or refund damaged or faulty items. For more information on this, see “Damages & Faults” below.
What is your return policy?
We hope you are happy with your order. However, if you are not fully satisfied with the item(s) you have received, you may return your item(s) to us provided they are in their original condition.
If you would like to return your order, you have 14 days to notify us at email@example.com from the date of receipt. You will have a further 14 days to send your item back after receiving a response from us. Read more about our return policy on our “Return Policy” page.
How to return a product?
1. Email us at firstname.lastname@example.org within 14 days of receipt with the following:
Your order confirmation number
The product(s) you would like to return
2. We will respond with the return address
3. Package your order securely and send it back to us.
Items must be returned in their original packaging.
You are responsible for the cost of the return shipment.
We advise using a tracked service to ensure your delivery makes it back to us safely and securely, so please retain your proof of postage.
Include a copy of order confirmation with your return, so we can locate it.
4. Your order will be refunded back to your original payment method (including gift cards) once we have been notified and it has been safely received.
Do you offer free returns?
No, the cost and handling of the return is the responsibility of you, the customer, and we ask that you carefully package the products you wish to return and use a tracked shipping method for peace of mind.
Please note we are not liable for any damaged or lost returns, and more information about this can be found on our “Shipping & Returns” page.
How do I return an order?
For detailed instructions on returning your order, see our “Shipping & Returns” page.
When will I know you have received my return?
We aim to notify you about your return as quickly as possible so we can issue your refund.
If you believe your order has been returned and you haven't received a refund, please email us at email@example.com with the tracking number for your return and we will check it for you.
How long will it take for my refund to come through?
Once we have received your return, we will issue your refund within 3 working days and notify you of this by email. Kindly note refunds can take 5-10 working days to appear on your account.
Will I be refunded for shipping when I return my order?
We will only refund shipping if you order arrived damaged, with a fault or was returned to us due to failed delivery attempts, and you have chosen not to have it redelivered or receive a replacement.
If you are returning your order for any other reason, we will not refund shipping.
What happens if my order is damaged or lost upon return?
Please note you, the customer, are responsible for the safe return of the product to us. We are therefore not liable for any damaged or lost returns, and more information about this can be found on our Shipping & Returns page.
Do Canto Design make all products?
We work with curated suppliers who make their own beautiful products and make products developed by our design team. The orders are often made by hand and made to order.
Where are products on Canto Design made?
Our products are made in Brazil. This information can be found on the product page.
How do I know if a product is dishwasher safe or machine washable?
Please refer to the product page for specific care instructions. If there are no instructions, send us an email at firstname.lastname@example.org and we can check it for you.
I have a specific question about a product. Can you help?
Send us an email at email@example.com with your question, and we’ll do our best to help. We may defer to our suppliers for more complex questions, so please bear with us if you don’t hear back straight away.
What is Canto Design?
Canto Design is your destination for a selection of beautifully-crafted objects made by the best Brazilian artisans and entrepreneurs whose work are representative of the unique regions of our vast country.
When researching and curating our homeware, we work at the intersection of craft, culture and design, our selection reveals both sophistication and cultural legacy.
We wish to showcase beauty whilst promoting originality and diversity of knowledge.
Do you partner with other brands?
As a growing business, we don’t actively partner with other brands. If you are interested in a partnership and feel your brand aligns with Canto Design, feel free to send us an email at firstname.lastname@example.org and a member of the team will be in touch with you.
I have emailed about a product or order and not received a response yet. Why?
While our team aim to respond to all product or order enquiries within 72 hours, there can be additional delays in our replies if we are waiting on further information from a supplier or courier. Occasionally our replies can also end up in junk folders, so please ensure to check before following up.
I have a question which isn't answered here. Who should I contact?
We are here to help with any questions you may have. The best way to get in touch with us is by email at email@example.com , and our friendly team will get back to you.
Questions about the Terms of Service should be sent to us at firstname.lastname@example.org.
Our contact information is posted below:
Canto Design Limited
Studio 19 - Great Western Studios
65 Alfred Road
London, United Kingdom
Canto Design is a limited company registered in England and Wales. Registered number: 13971418. Registered office: Finsgate, 5-7 Cranwood Street, London, United Kingdom, EC1V 9EE