Returns & damaged items

What's eligible

• Damaged in transit — chips, cracks, or breakage that happened between my studio and your door.
• Wrong item sent — you received a piece that doesn't match your order.
• Manufacturing fault — a glaze defect or structural issue that affects use (not normal handmade variation).

What isn't eligible

• Change of mind on a made-to-order piece — each one is thrown specifically for you.
• Small variations in colour, speckle, form, or surface texture. These are part of how hand-built stoneware looks and aren't faults.
• Damage from dishwasher use, microwave use on lamps or vases, or sudden temperature changes.
• Pieces returned without contacting me first, or returned outside the claim window below.

Claim timeline

• Within 7 days of delivery — email me about any damage, breakage, or wrong item.
• Within 48 hours — I'll reply to confirm next steps.
• Within 14 days of approval — replacements are queued into the next firing, or refunds are issued back to your original payment method.

How to make a claim

1. Email kimberscinders@gmail.com within 7 days of delivery with your order number in the subject line.
2. Include clear photos of the damaged piece, the packaging it arrived in, and the shipping label.
3. Please don't throw the packaging away until we've sorted the claim — couriers sometimes ask to see it.
4. Tell me whether you'd prefer a replacement (made in the next firing, usually within 6 weeks) or a refund to your original payment method.
5. If a return is needed, I'll email a prepaid label. Please pack the piece using the original packaging where possible.

Refunds

Approved refunds are processed within 5 working days and usually appear in your account within 5–10 working days after that, depending on your bank. Original shipping is refunded for damaged or incorrect items.

Still unsure?

If you're not sure whether something counts as a fault or just handmade character, send me a photo at kimberscinders@gmail.com and I'll let you know honestly.