Return & Refund Policy
RETURNS & REFUND POLICY
We hope you will be happy with your purchase. If this is not the case, you have 14 days from receiving your order to request a refund, and another 7 days to return the products.
To be eligible for a refund, items must be returned unused, undamaged, and in their original packaging. To avoid damage during transit, please ensure all pieces are individually wrapped and secured with packing chips.
As a small atelier, we are unable to provide free return labels or cover the shipping costs for returning items (unless the item arrived damaged).
We recommend using a tracked shipping service, as we cannot be responsible for items lost in transit.
To request a return, please reply to your order completion email or contact me at contact@sadahandmadeceramics.com with your order number.
If your order arrives broken or damaged, please email a photo of the damaged item and packaging within 7 days. A replacement or refund will be issued as appropriate.
Once your return is received and accepted, your refund will be processed within 7 working days using your original payment method. You will receive a confirmation email. Please remember it can take some time for your bank or credit card company to process and post the refund.
Please see below for the UK refund policy.
Please note:
- Sale items, custom items and gift cards are non-refundable.
- Minor variations in color, size, or finish are a natural part of handmade ceramics and are not considered defects.
If you have any questions or concerns, please reach out to us at contact@sadahandmadeceramics.com we are here to help!
Duties & Taxes
European Union: VAT is included in all prices.
The UK: Orders do not include prepaid duties. Please keep an eye on your mailbox and email, as your local postal service may send a notice requiring payment before releasing your parcel.
The customer is responsible for paying any import VAT, customs clearance charges, carrier handling fees, or other import-related costs requested by Royal Mail, a courier, or UK customs authorities before delivery or release of the parcel.
Delays, returns, or additional charges caused by incorrect delivery details, unpaid import charges, or missing customs information are the responsibility of the customer.
If a parcel is refused because import VAT, customs duties, handling fees, or other required charges are not paid, unfortunately the order will not be refunded.