100% handmade with many stages by our best artisans. We will respond to you within 24 hours and do our best to help you out! The missing or loose parts are not defect or damage and those parts will be sent by us included guidance. We will need photos & videos for damaged items.We recommend you to take photos / clips before and during the progress of unboxing if you see any signs of scratch or damages outside so that we can work things out more precisely in the case of the item is broken inside and give the best solution. Thank you for your shopping & Have a nice day.