At Ceramic Shop, we pour our passion for artistry into every handcrafted piece, from our exquisite ceramics and Venetian masks to our intricate inlaid woodwork. We are dedicated to ensuring your experience with us is as refined and satisfying as our collections. This policy details our shipping methods and our commitment to your complete satisfaction.

Shipping Policy

We are delighted to ship our handcrafted treasures globally, bringing a touch of elegance to your doorstep. Please note that we are currently unable to deliver to parts of Asia and a few select remote regions.

Order Processing

Each order is handled with the utmost care. Please allow 1-2 business days for us to meticulously prepare your purchase for shipment.

Shipping Methods & Timelines

We offer two reliable shipping options to suit your needs:

  • Standard Shipping (DHL or FedEx): A flat fee of $12.95. Your order will be delivered within 10-15 business days after it leaves our studio.
  • Free Shipping (EMS): Available on all orders over $50. Your order will be delivered within 15-25 business days after it leaves our studio.

You will receive a tracking notification via email once your order is on its way to you.

Returns & Exchanges Policy

Your satisfaction is our highest priority. We stand behind the quality of our craftsmanship. However, we understand that sometimes an item may not perfectly meet your expectations.

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.
  • Packaged in the original packaging, including all certificates of authenticity and care cards.
  • Accompanied by the original packing slip or your order number.

Non-Returnable Items

To ensure the utmost hygiene and respect for all our clientele, the following items are considered final sale and cannot be returned or exchanged:

  • Eye Masks (due to their intimate nature)
  • Drinking Glasses (for hygiene reasons)
  • Any item marked as “Final Sale” or “Non-Returnable”.

Additionally, all sales on clearance items or products purchased with a significant discount are final.

Please note: Original shipping costs are non-refundable.

The Return & Exchange Process

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

  1. Contact Us: Within the 15-day window, please email our dedicated customer care team at [email protected]. Use the template provided below to ensure we have all the 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 repack the item(s) in their original packaging and mail them to the address we provide. We highly recommend using a trackable and insured shipping service, as you are responsible for the item until it arrives safely at our studio.
  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 issue. 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 remains as beautiful and satisfying as our artworks.

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