FREQUENTLY ASKED QUESTIONS
ORDERS & PRODUCTION
What does "made to order" mean?
Every LAYESION piece marked as made to order is produced individually, in response to your purchase. Nothing is held in a warehouse. Your piece is made because you ordered it, by the hands that have made every piece before it. The estimated ship-by date is displayed on each product page, and you will be kept informed at every stage of production.
Will my piece look exactly like the one in the photographs?
Not exactly, and that is by design. LAYESION pieces are made from natural materials — wood, leather, cashmere — each of which carries its own inherent variation. Wood grain in particular is unrepeatable; no two pieces are identical. The proportions, construction, and finish of your piece will match what you see. The character of the material will be its own.
How can I pay for my order?
We accept Visa, Mastercard, American Express, UnionPay, and ShopPay. All transactions are processed securely at checkout. Payment is charged in full at the time of purchase.
Can I modify or cancel my order after placing it?
For made-to-order pieces, production begins 24-48 hours from when your order is confirmed. If you need to make a change or cancel, please contact us at info@layesion.com immediately. We will do everything we can to assist if production has not yet started, but we cannot guarantee it is possible once the process is underway. Ready-to-ship orders may be cancelled before dispatch.
How will I know when my order is progressing?
You will receive an email at each stage: when your order is confirmed, when your piece enters production, when it is complete and ready to ship, and when it has been dispatched with a tracking link.
Do you offer gift packaging or gift notes?
Every LAYESION order is presented in our signature packaging. You are welcome to include a personalised gift note at checkout by adding your message in the gift note field before placing your order.
SHIPPING, DELIVERY, RETURNS & EXCHANGES
Where do you ship?
All orders are dispatched from Switzerland via FedEx International Priority Express. We currently ship to the following destinations:
Switzerland and Liechtenstein
Europe: Austria, Belgium, Denmark, France, Germany, Italy, Luxembourg, Monaco, Netherlands, Norway*, Spain, Sweden, United Kingdom*
Middle East: Kuwait, Qatar, Saudi Arabia, United Arab Emirates
If your country is not listed, please contact us at hello@layesion.com and we will do our best to assist you.
Are duties and taxes included in the price?
Prices displayed on the website do not include duties, customs fees, or import taxes, unless explicitly stated otherwise at checkout. Customers outside Switzerland are responsible for any charges levied by their national customs authority. We recommend checking your country's import thresholds before placing an order.
How long does delivery take?
Delivery times vary by destination and are detailed in our Shipping Policy . Please note that for made-to-order pieces, the production period precedes the shipping window. The estimated ship-by date on each product page reflects the date your piece is expected to leave our atelier, not the date it will arrive with you.
What is your returns policy?
Ready-to-ship pieces may be returned within 14 days of the recorded delivery date, provided they are unworn, undamaged, and in their original packaging. Returns must be requested and approved before anything is sent back. Made-to-order and bespoke pieces are not eligible for return or exchange. Full details are on our Returns & Refunds Policy page.
My order arrived damaged. What should I do?
Please email us at info@layesion.com within 3 business days of delivery. Include your order number, a description of the issue, and clear photographs of both the piece and the packaging as received. We are unable to assess claims submitted after this window or without photographic evidence.
Do you offer exchanges?
We do not offer exchanges. If your ready-to-ship piece is eligible for return, you are welcome to place a new order separately.
MATERIALS & CRAFT
Where do your materials come from?
Our wood is FSC and PEFC-certified. Our leather comes from a traditional tannery in the southwest of France. Our cashmere is 100% Mongolian, produced in a human-scale factory. We operate on an on-demand model, so nothing is produced without a reason. We also support active reforestation efforts for each purchase. For more information, visit Our Materials.
How should I care for my piece?
Wood responds to its environment. Keep your piece away from prolonged direct sunlight, extreme heat, and moisture. Avoid exposing it to water. To clean, use a soft, dry cloth. Avoid abrasive materials and harsh chemicals. Full details can be found on our Product Care page.
Can I commission a bespoke piece?
Yes. Bespoke commissions are taken on a case-by-case basis. Please fill out the form on our Bespoke Page to begin the conversation.
Where are your pieces made?
Our wooden pieces are produced by our master artisan in the Swiss Jura mountains, our leather pieces in a family-run atelier in Florence, and our cashmere in a human-scale atelier in Mongolia.
