Refund&Exchange Policy
Custom Ceramic Products
Due to the unique nature of our handcrafted ceramic items, we are unable to offer refunds. Each piece is custom-made with individual care, and slight variations are an inherent part of the artistic process. These items cannot be resold, and we appreciate your understanding.
Our artists invest a significant amount of time, skill, and dedication into every single creation. A refund not only undermines their craftsmanship but also directly impacts their livelihood. We sincerely thank you for recognizing and respecting the effort that goes into each personalized item.
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Cancellations & Refunds for Custom Orders
Order Cancellation:
- You may cancel your custom order within 24 hours of purchase to receive a full refund.
- Requests made after 24 hours will not be accepted, as production begins promptly to meet delivery timelines.
Refunds Due to Quality Issues:
- If your item arrives damaged, incomplete, or substantially different from what you ordered, please reach out within 30 days of delivery.
- Refund requests submitted beyond 30 days will not be honored.
- Once your case is approved, we will process your refund within 3 business days.
Important Notes:
- Only refund requests due to the reasons stated above will be considered.
- Because all products are custom-made, they are non-resellable.
- Time and resources invested in the design and fulfillment process are not refundable.
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Replacement for Custom Orders
If you receive a custom product that is damaged or has missing parts, you may request a replacement within 30 days of receipt:
- We require a clear photo of the issue to validate the claim.
- If approved, we will send a replacement using expedited shipping.
- The replacement process will be completed within 3 business days.
- Please note that we cannot accept replacement requests for reasons outside of damage, misprints, or defects.
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Shipping Issues – Custom Orders
If a package cannot be delivered due to an incorrect shipping address, we offer one-time complimentary re-delivery. If the second attempt also fails, we are not liable for any resulting loss. Please double-check your shipping details at the time of purchase to avoid delays.
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Refunds & Cancellations—In-Stock Products
Order Cancellation:
- You may cancel an in-stock order within 24 hours of placement for a full refund.
- Refunds will be processed within 3 business days from your cancellation request.
Refunds for Quality Issues:
- Please notify us within 30 days if your item is defective, damaged, or missing components.
- Once we receive the returned item, your refund will be processed within 3 business days.
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Replacements—In-Stock Products
If your item has a defect, was damaged in transit, or does not match your order:
- Contact us within 30 days.
- We will send a replacement via expedited shipping.
If you simply want to exchange the product (no quality issues):
- You may still request a replacement within 30 days.
- You will be required to return the original item.
We will finalize the replacement within 3 business days of confirming your return.
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Changes to Style, Font, or Photos
If you need to make changes to style, font, or images, please contact us within 24 hours of placing your order. Include your order number and detailed request in your email. Our team will confirm the changes as soon as possible.
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Address Modifications
Need to update your shipping address? Please send us an email with your order number, current address, and the new address before your order ships. Address changes cannot be made after dispatch.
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Photo Quality Guidelines
The quality of your photo directly affects the final product. We recommend using clear, high-resolution images. If a poor image leads to an unsatisfactory print, we are unable to offer a refund. For tips on submitting high-quality images, see our Photo Guidelines.
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Product Image Representation
While we strive for accuracy in our product photography and descriptions, variations in screen resolution and display settings may affect color representation. If you have questions about color, font, or material, please contact us prior to purchasing.
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Lost Shipments
If your package is lost in transit, we will gladly send a replacement. If you prefer a refund, we kindly ask that you wait an additional two weeks to allow time for potential late delivery. We will stay in touch and provide updates throughout this period.
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Damaged or Incorrect Items
If you receive an item that is damaged or misprinted:
- Notify us within 30 days of receiving the product.
- Send your order number and photos of the issue via email.
- If eligible, we will either refund or resend your item.
Refunds:
- Processed within 3 business days.
- Credit cards: 1–2 business days to reflect
- PayPal: 7–10 business days to reflect
- You do not need to return the product.
Replacements:
- Shipped within 20 business days.
- No need to return the original item, as each is made to order.
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Additional Notes:
1. Refund timelines may vary depending on your payment provider.
2. We print exactly what you submit. If incorrect fonts, styles, or images are uploaded, we are not responsible for reprints.
3. If you return part of an order that was purchased with a discount or promotional offer, and the return changes your eligibility for that offer, your refund will be adjusted accordingly.