Custom Order Policy

Last updated: August 30, 2026

Two Ways to Buy

If a piece shows as in stock, you can buy it instantly online — pay in full at checkout, and we start preparing your order right away.

If a piece is out of stock, or you want something made to your own specification, it goes through a custom order request instead — the process below.

1. Tell Us What You Want

Start a custom order request from a specific piece's page, or from scratch if you have your own idea. Describe what you're after in the chat that opens with your request — we'll reply there to work out the details together.

2. We Agree on Spec, Price, and Timeline

Once we've settled the details in chat, we fix the exact specification, the price, and an estimated timeline, and post them to your order. Nothing is charged before this point.

3. You Pay a 30% Deposit

To confirm the order, you pay a deposit of 30% of the agreed price, online or by an arrangement we agree on. We start making your piece once the deposit is received.

4. We Send You a Photo When It's Ready

When your piece is finished, we photograph it and post the photo to your order chat before asking for anything further.

5. You Pay the Remaining 70%

After you've seen the photo, you pay the remaining 70% of the agreed price. Once that's settled, your order ships and follows the same tracking process as any other order.

Cancellations & Refunds

If you cancel a custom order after the piece has been made to the agreed specification, the 30% deposit is not refunded — it covers the materials and work already put into a piece made specifically for you.

We can agree to refund the deposit by mutual agreement — for example, if we're unable to deliver what was agreed. This is handled case by case in your order chat, not automatically.

Before production has started (deposit not yet paid), you can cancel a request at no cost.

Questions

Email info@kottomka.com or ask in your order chat if anything here isn't clear before you request a custom order.