Refund policy
Return and Refund Policy
At Luli Studio, I take great care in crafting and shipping each ceramic piece to ensure it arrives safely and in perfect condition. However, I understand that sometimes things don’t go as expected. Below you’ll find my policy on returns, refunds, and exchanges.
1. Accepted Returns & Refunds
I want you to be completely satisfied with your purchase. Returns are only accepted in the following circumstances:
- Incorrect Items: If I accidentally ship the wrong item, I will offer you a full refund or exchange. If you receive the wrong item, please contact me within 7 days of receiving your order so I can rectify the situation.
- Damaged Goods: If your item arrives damaged, I will gladly replace it or offer a refund. Please report any damage within 3 days of receiving your parcel, and provide clear photos of the damage. This will help me process your claim as quickly as possible.
Please note: If your product is damaged in transit, it must be reported to me within the specified timeframe so that I can help resolve the issue. After this period, unfortunately, I may not be able to process the return.
2. No Returns for Change of Mind
I understand that purchasing ceramics online can be a personal choice, and I want you to love your piece. However, due to the unique nature of each item and the care involved in crafting them, I do not accept returns for change of mind.
I kindly ask that you review all product details carefully before completing your order.
3. Return Shipping Costs
If your return is due to my error (e.g., wrong item, damaged goods), I will cover the return shipping costs. For all other return requests, the cost of return shipping will be at the customer’s expense.
Please make sure to use secure packaging when returning an item to ensure it arrives safely. I recommend using a trackable shipping service or purchasing shipping insurance for items over a certain value.
4. Non-Tracked Shipping Disclaimer
If you opt for non-tracked shipping, please be aware that I cannot be held responsible for parcels that are lost, delayed, or damaged in transit. By choosing this option, you acknowledge that you are shipping at your own risk.
I strongly recommend selecting a tracked shipping option for peace of mind, as it ensures that your parcel can be traced and you are covered in the event of any issues.
5. Timeframe for Refunds or Exchanges
To help me assist you promptly, please contact me as soon as possible if there is any issue with your order. For any claims related to damage or incorrect items, please contact me within 3 days of receipt. After this period, I may not be able to accept returns or process refunds.
In the event of a lost parcel, please get in touch with me if it hasn’t arrived 15 days after dispatch (for tracked shipping). I will work with the courier to investigate the issue. However, if the parcel is still lost after this time, and you have opted for non-tracked shipping, I cannot offer a refund.
6. Exchanges
I understand that sometimes things don’t always work out. In the case that you simply aren’t satisfied with your purchase (but it’s not damaged or incorrect), I am happy to offer exchanges. You can exchange your item for a different style, colour, or size, subject to availability. Please note, you will be responsible for the shipping costs of the exchange.
7. Store Credit & Partial Refunds
If you would prefer, I also offer store credit for returned items that meet the return criteria. Store credit will be issued for the full purchase amount, minus shipping charges.
In certain cases, where the item has minor imperfections (that are not deemed as defects), I may offer a partial refund or store credit, depending on the situation. This will be assessed on a case-by-case basis.
8. Refunds Process
Once a return is approved, I will process your refund or exchange promptly, but please allow up to 10 business days for the refund to be issued to your original payment method. For exchanges, the replacement item will be shipped out as soon as possible after receipt of the original item.
9. What to Do If Your Parcel Doesn't Arrive
If your parcel hasn’t arrived by the expected delivery date (for tracked orders, this is 15 days after dispatch), please contact me so I can help resolve the issue. I will begin an investigation with the shipping carrier.
Please note: I do not offer full refunds for parcels that are delayed but arrive within a reasonable time frame after the expected date. If your parcel is lost and you selected non-tracked shipping, I am unable to offer a refund.
10. Packaging & Care
I pack each ceramic item with great care, using protective packaging to minimise the risk of damage during transit. I also use recyclable materials where possible. Please follow the care instructions provided with your purchase to ensure the longevity of your items.
Contact Me
If you have any questions or concerns about my returns and refunds policy, or if you need assistance with a return, please don’t hesitate to get in touch. I’m here to help and want to ensure you have a smooth and enjoyable shopping experience.