For products which are handmade to order, payment is required prior to production, refunds are not permitted on custom made products, however refunds and returns are acceptable on our non-bespoke ware. Returns and refunds must be requested 14 days after receipt. Our ceramics are hand-made and some items may not look exactly as seen on our website – they may differ slightly in colour & size. This is completely normal for hand-made ceramic ware. We take extra care in packing items as some are fragile, but if your item arrives damaged please contact us within 24hrs of receipt. Please include pictures of the damaged item(s) and the packaging and also your mobile number. We will arrange for replacements to be shipped out.