At Ceramic Shop, we take immense pride in the artistry and quality of our handcrafted ceramics, Venetian masks, and inlaid woodwork. We are committed to your complete satisfaction. However, we understand that occasionally an item may not meet your expectations. This policy outlines our process for returns and exchanges, designed with the same care and integrity that defines our craftsmanship.

Eligibility Window

We gladly accept returns and exchanges for eligible items within 15 days of you receiving your order.

Condition of Items

To be eligible for a return or exchange, items must be:

  • In their original, unused, and pristine condition.
  • In the original packaging, including any certificates of authenticity or care cards.
  • Accompanied by the original packing slip or order number.

Non-Returnable Items

Due to their intimate nature and to ensure the utmost hygiene for all our clientele, the following items are final sale and cannot be returned or exchanged:

  • Eye Masks
  • Drinking Glasses
  • Any item marked as “Final Sale” or “Non-Returnable”.

Additionally, all sales on clearance items or items with significant discounts are final.

The Return & Exchange Process

To initiate a return or exchange, please follow these steps:

  1. Contact Us: Within the 15-day window, please email our customer care team at [email protected]. Use the template provided below to ensure we have all necessary information to assist you promptly.
  2. Wait for Authorization: We will respond within 2 business days with a Return Merchandise Authorization (RMA) number and instructions on where to send your package. Returns shipped without an RMA number cannot be processed.
  3. Ship the Item: Carefully pack the item(s) in their original packaging and mail them to the address we provide. We recommend using a trackable and insured shipping service, as you are responsible for the item until it arrives at our studio. Original shipping costs are non-refundable.
  4. Processing: Once we receive and inspect the returned item, we will process your refund or exchange within 3-5 business days.

Refund Timeline & Method

Refunds will be issued to the original method of payment used during purchase.

  • Credit/Debit Card (Visa, MasterCard, JCB): Refunds will be processed within 3-5 business days of our receiving your return. Please allow 7-10 business days for the refund to appear on your statement, depending on your bank’s processing time.
  • PayPal: Refunds will be processed to your PayPal account within 3-5 business days of our receiving your return.

Exchanges are subject to product availability. If the item you wish to exchange for is not available, we will issue a refund to your original payment method.

Damaged or Incorrect Items

If your item arrives damaged or you received an incorrect product, please contact us immediately at [email protected] with your order number and photos of the damaged item or the incorrect product received. We will arrange a replacement or refund promptly and provide a pre-paid shipping label for the return.

Return Request Email Template

Please copy and paste the template below into an email to [email protected] to expedite your request.

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Ceramic Shop Team, I would like to request a [return / exchange] for an item from my recent order. Order Number: [Your Order Number] Product Name(s): [Name of the product(s) you are returning] Reason for Return/Exchange: [Please provide a brief reason] I have read and understand the Returns & Exchanges policy on your website. Thank you for your assistance. Sincerely, [Your Full Name] [Your Phone Number]

Our Commitment to You: We handle each return and exchange with the same dedication to elegance and care that we pour into every handcrafted piece. Our goal is to ensure your experience with Ceramic Shop is as refined and satisfying as our artworks.

For any questions regarding this policy, please do not hesitate to contact us at [email protected].