Returns and Refunds Policy

Last updated: Sept. 2026

At Cottage Ceramic, every piece is handmade with care and attention to detail. I want you to be happy with your purchase, but I understand that sometimes you may change your mind or something may not be quite right.

This policy explains your rights and how returns and refunds are handled.

Changing your mind

If you purchase a standard, non-personalised item online, you have the legal right to cancel your order within 14 days of receiving your order, without having to give a reason.

After notifying me that you wish to cancel, you have a further 14 days to return the item.

The item must be returned unused, in a condition suitable for resale, allowing for reasonable handling to inspect the item in the same way you would in a shop.

How to request a return

To request a return, please email:

charlotte.coudreuse.92@gmail.com

Please include:

your order number;
the name of the item(s) you wish to return;
the date your order was received.

I will then provide you with the return instructions.

Return postage

Unless the item is faulty, damaged or not as described, you are responsible for the cost of returning an item if you change your mind.

Please use a tracked and insured postal service when returning ceramics, as Cottage Ceramic cannot be responsible for items that are lost or damaged while being returned.

Refunds

Once your returned item has been received and checked, your refund will be processed within 14 days, in accordance with UK consumer law.

Refunds will normally be made using the same payment method used for the original purchase.

If you are exercising your legal right to cancel an online order, the original standard delivery charge will also be refunded. If you selected a more expensive delivery option, only the cost of the standard delivery option will be refunded.

Items that cannot be returned

The right to cancel does not apply to certain types of products, including:

personalised items;
bespoke or custom-made pieces made specifically to your requirements.

These items can only be returned or refunded if they are faulty, damaged or not as described.

Please note that an item being made to order does not automatically make it “bespoke”. The specific circumstances of the order will determine whether an item falls within the exception.

Items damaged after delivery

Cottage Ceramic cannot accept responsibility for damage caused by misuse, accidental damage, improper care or alterations made after delivery.

Please follow any care instructions provided with your ceramics.