Returns are not accepted unless a product is damaged. Please contact me within 24 hours of you receiving the damaged item. After this period, I will not be able to provide a replacement or refund. An exception to this is where an item is purchased at a market, where refunds or exchanges cannot be offered - see details below.
For items ordered in the online store
The item should be returned in an unused condition and in original packaging in order for me to be able to claim compensation from the courier service. The buyer is responsible for return postage costs but I will refund the item cost and original postage costs paid at the point of purchase. I recommend using a trackable postal option when you return the item.
For items purchased at markets
Once the item has left my possession at the market stall, I am not liable for any damage that may occur to the fragile item and refunds will not be issued. This is known as 'last touch' and very common with potters, glass artists, anyone dealing with fragile items.
In the past, I have had a couple of enquiries about refunds or replacements for ceramic items dropped or damaged whilst in the buyer's possession. It would not be feasible for me to offer returns or refunds in these instances, given I don't know what has happened to an item in its new home. Has the bag not been secured in the boot of a car? Was it wrapped under a Christmas tree and accidentally kicked by your father-in-law? I'm sorry if an item you've purchased is damaged, but I hope you understand why this policy is in place.
Items are carefully wrapped in packaging paper at markets to minimise chance of damage but, as I often say to customers at the markets, you must ensure you don't knock or drop the bag with ceramic item(s) in. A slight knock can cause hairline fractures in items, potentially making them unusable.
I'm unable to offer exchanges or replacements due to not having a stock of ready-made items.