Refund policy

Return & Refund Policy

Last updated: 2025-09-07

Our Craft

Every piece is handmade and hand-decorated by me. Natural variations in size, color, and finish are part of the process and make each item one-of-a-kind. All pieces are food-safe, made with non-toxic clays and glazes, and are dishwasher-safe.

Shipping & Delivery

  • Worldwide shipping available.

  • Dispatch time: orders ship within 3–5 business days.

  • Transit times are estimates only and can vary by destination, customs processing, etc.

  • International duties & taxes: payable by the recipient upon delivery.

  • Local pickup (Kullabygden, Sweden): choose “Pick up” at checkout; we’ll email pickup details.

If you need an order by a specific date, please contact us and we’ll do our best to help.

Returns

We hope you love your piece, but if not:

  • Return window: 14 days from the date you receive your order.

  • Condition: items must be unused, undamaged, and in original packaging.

  • Return shipping: paid by the customer; original shipping fees are non-refundable.

  • How to start a return: email hello@elterralkeramik.com with your order number and the item you wish to return. We’ll share return instructions and the return address.

  • Packaging: please pack securely. If an item returns damaged due to insufficient packaging, we may reduce or refuse the refund.

This policy does not affect your statutory rights (including EU/EEA right of withdrawal where applicable).

Non-returnable items

  • Custom or made-to-order pieces (created specifically for you) cannot be returned or exchanged.

Damaged or Wrong Item

In the unlikely event your piece arrives damaged:

  1. Do not discard the packaging.

  2. Email hello@elterralkeramik.com within 24 hours of delivery.

  3. Include clear photos of the damaged item and the outer/inner packaging.

We’ll arrange a replacement or refund as appropriate.

Exchanges

We don’t offer direct exchanges. Please return the item for a refund (if eligible) and place a new order.

Refunds

  • Refunds are issued to the original payment method once the return is received and inspected.

  • Please allow 5–10 business days for the refund to appear on your statement (processing times vary by bank).

Out-of-Stock & Custom Inquiries

Interested in a piece that’s sold out or want something special? Email hello@elterralkeramik.com for availability and custom options.

Questions?

Reach out anytime at hello@elterralkeramik.com or via our Contact page. We’re happy to help.