Shipping & Returns

Shipping

At CeramicPotter, we aim to process and ship your orders promptly. However, all delivery timeframes provided are estimates and cannot be guaranteed. We are not liable for delays caused by shipping carriers, customs processing, or unforeseen events beyond our control (such as weather, strikes, or global disruptions).

Shipping costs are calculated based on the weight and destination of your order. Some large or heavy items may be subject to additional shipping charges, which will be communicated to you before your order is dispatched.

If you would like a full shipping estimate before placing your order, you may contact support@ceramicpotter.com. Alternatively, if you place an order and additional shipping charges apply, we will notify you before the item is shipped.

Once your order is transferred to the shipping carrier, ownership and risk of loss transfer to you.

Return Policy

You have 14 days upon receipt of your order to request a return. Please email support@ceramicpotter.com or use our contact form, explaining the reason for your return request. Your order must be returned to us within the 14-day return window in the condition in which it arrived.

To arrange a return:

Contact us at support@ceramicpotter.com or through our contact form within 14 days of delivery
Include your order number and reason for return
We will provide return instructions and authorization

Return Requirements:

Items must be unused and in original condition
Original packaging must be intact
All items must be securely packaged for return shipping

Return Shipping

Customer Responsibility: You are responsible for return shipping costs. We recommend using a trackable shipping method with insurance for valuable items. Items damaged during return shipping may receive a partial refund or be returned to you at your expense.

Refund Process

We will confirm the refund amount after reviewing the condition of the returned order. Once your item has been received and inspected, we will email you to notify you of the approval or rejection of your refund.

Refund Calculation:

Purchase price minus original shipping costs
Transaction fees and packaging costs will be deducted from the final refund amount
A restocking charge of 10% may be applied to large items requiring specialized packaging

Refund Timeline:

Processing: 5-7 business days after inspection
Payment: Refunded to your original payment method
Bank processing: Up to 10 working days to appear on your account due to varying processing times between payment providers

Items Not Eligible for Return

No refunds will be given for:

Made-to-order and/or custom orders
Items returned after the 14-day period
Returned goods that are damaged or not in their original condition
Items that have been used

Made-to-Order Items: All items marked "made to order" cannot be cancelled once the order has been placed and are not eligible for return/refunds.

Custom Orders: All custom orders cannot be cancelled once the order has been placed and are not eligible for return/refunds.

Damaged or Incorrect Items

Reporting Damage: All damaged items must be reported to us in writing within 48 hours after delivery with clear images of the items, including all packaging.

If your order arrives damaged, defective, or incorrect:

Please include:

Your order number
Clear photos of the item and original packaging
Description of the issue

We'll resolve it by:

Providing a full refund, including original shipping
Sending a replacement when possible
Covering all return and replacement shipping costs

Please note: Customer is responsible for any customs duties or taxes on both original shipments and any replacement shipments, even for damaged/defective items.

Exchange Policy

We do not offer an exchange policy. We suggest that you return the item for a refund and purchase a new item separately.

Return Monitoring

We monitor the number of returns made by customers. Continued returns may, at our discretion, lead to restrictions on future orders.

Product Characteristics

Due to the handmade nature of our products, items may have natural variations, unique markings, or artisanal imperfections that are inherent to handcrafted goods. These characteristics are not considered defects and are not grounds for return under our damage policy.

Customs and Duties

(See Section 5.1 of our Terms of Service)

When goods cross international borders, governments may apply customs duties—taxes on imported and exported items. These fees help protect local industries, regulate trade, and generate revenue.

Please note that customs duties might be charged depending on the destination country of your order. These charges are not included in the total price shown at checkout and must be paid separately, usually to the shipping carrier or your local customs authority. While product prices include local VAT, any other taxes or customs fees are additional and are generally collected when the shipment arrives in your country.

If you place an international order, you are responsible for paying any customs duties that apply, and you will be the designated importer for the shipment. Depending on where your order is delivered, you may need to provide identification details such as SSN, EIN, IRN, TIN, or EORI numbers. The shipping company will contact you directly to collect any required information and fees.

For guidance on customs for specific countries, you can consult these official resources:

For questions related to US imports, visit the Customs & Border Protection website.
For UK import inquiries, consult the UK Government website.
For EU import information, refer to the European Commission website.
For HK import-related queries, check the Hong Kong Customs and Excise Department website.
For other destinations, please check your local customs office or speak with your shipping provider.

Because customs regulations and fees vary widely and are applied at the point of entry, CeramicPotter and CeramicPotter.com cannot estimate or cover customs duties or taxes. We strongly recommend checking your country's customs policies or contacting local customs before ordering.

As noted in our terms, you will be responsible for any import duties and taxes not included in your purchase price. If you order products shipped from outside your region, import charges may apply upon delivery. We will inform you at checkout if any import fees are included; otherwise, you'll be responsible for these costs directly. Neither CeramicPotter nor our shipping partners control these charges or their amounts.

Before placing your order, please reach out to your local customs office for detailed information and a landed cost estimate.

If You Decline to Pay Import Duties

(See Section 5.1.1 of our Terms of Service)

If you choose not to pay the import duties and taxes upon the arrival of your package, CeramicPotter and CeramicPotter.com cannot be held responsible, and the package will either:

Be held until payment is made by you to proceed with the delivery, or
Be returned to the sender.

In the event the package has already been returned to the sender due to non-payment of duties and taxes:

You may choose to have the package resent by paying the shipping costs again (or the original shipping cost if you had benefited from free shipping), or
We will refund the amount of the product, minus the actual shipping costs incurred.

If we do not receive a response from you within 15 days of the package being returned to the sender, the product will no longer be refundable, including shipping costs.