ORDERS AND RETURNS
Packaging and shipping:
All orders are processed and packaged in three working days from receival.
From October 17th (Website Launch Day) to October 24th, the team will be extremely busy sorting out your orders so please be patient with us as this is a business run by two ambitious ladies who are trying to bring you the best service. During that week orders will take up to ten working days to be packed and sent out.
All pre-order purchases will be shipped out five days from arrival of the items.
If your order includes both readily available items and pre-order items, the usual procedure is for us to wait and consolidate your order in one shipment to keep shipping cost low for you. If you however, would like us to ship them separately to you, please let us know and we will gladly do that.
Shipping UAE, GCC, & world wide:
UAE shipping takes 1-2 business days
GCC shipping takes 4-14 business days depending on the mode of shipping (Road transportation takes longer than air)*
World wide shipping is always Air freight, which takes 3-10 business days*
*Shipping durations subject to change due to COVID restrictions in many countries
**Please note. Once you open the original packaging or seal, you cannot return the item.
How do I exchange/return an item?
You may e-mail us at firstname.lastname@example.org and we will be in touch with you via email, or phone call if you have shared your number, within 48 hours after receiving your return request.
How long will it take for my exchange/return item to be processed?
Within 7-10 business days from receiving the return request for return within the UAE.
For returns from outside the UAE, within 2-3 weeks from receiving your return request
What is your exchange/return policy?
- Refunds will only be provided for defective goods if repair or replacement options are unavailable. Repair or exchange of the goods is limited to defects that are not caused by misuse or failure to follow care instructions; such returns must be accompanied by proof of purchase. Glaze, underglaze, porcelain paint, and other liquids should be in their original packaging & be accompanied by the original receipt and an image of the defect or damage (e.g. leaking bottle of glaze) to be considered for return.
- Exchanges or returns are accepted within three (3) days of purchase & must be supported with proof of purchase. Exchanges and returns can only be against store credit vouchers or alternative items to the same value.
- No exchange, refund or credit note will be accepted on Kilns, Wheel, Clay, or goods purchased at a discount. Shipping cost would not be refunded either and return shipping fee will be charged additionally for anything above 10kg within the UAE.
**All the refunds of any transaction’s amount against any purchase through this website would be refunded to the original mode of payment
If the order is cancelled before 48 hours of being dispatched, there will be no fee and payment will be processed according to the refund policy. However, for “pre-order” purchases, cancellations may not apply once a shipping order is placed and tracking number generated (normally once a pre-order product is purchased, the shipping is generated within 5 days)