Refund policy

Returns and Refunds

We have a 30 day return policy, which means that you have 30 days from receipt of your order to request a return. Please send an email to ash.and.earth.ceramics@gmail.com if you would like to return an item.

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase.

Please note that returns will be at your expense and will need to be sent to the N16 London address provided when you email to request a return. Do not return items to the E1 London office address listed elsewhere on this website. 

Items must be in saleable condition when returned and therefore must be carefully packed with appropriate padding. We suggest that you use the original packaging materials that your items were contained within, or, failing that, plenty of bubble wrap and filler such as scrunched up newspaper or packing beads.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at ash.and.earth.ceramics@gmail.com.