Refund policy

At Ceramics by Raiël, every ceramic item is created by hand, so imperfections and differences in glazing and shape or form might appear. This is normal with handmade products. If something isn’t quite right, we’re here to help.

1. Changed your mind?

We do accept returns on exchanges, as it might not work perfectly in your intended space, and you would rather want a different item (or nothing at all). 

The return shipping costs would be the responsibility of the customer, unless the item is faulty or incorrect. 

Reach out to us at ceramicsbyraiel@gmail.com to discuss this in further detail. 

(The above exclude all items that form part of the Seconds Collections)

2. Faulty or damaged items

If your order arrives damaged, faulty or incorrect, please contact us soonest after delivery, to help us resolve the issue quickly. 

Send us the following:

• Your order number
  

• A brief description of the issue
  

• Clear photos of the product and packaging
  

Once assessed, we will offer one of the following, at our discretion:

• A replacement product
  

• A refund to your original payment method
  

Refunds will be processed once the claim has been approved.

A final note

Ceramics by Raiël is a one-person studio, and doing this on a part-time basis. We please ask for patience in replies and resolving any disputes. But our first aim will always be to have a positive outcome. Thank you for supporting me!