Returns & refund policy

SHIPPING & DELIVERY

All orders are shipped from our studio in Sofia, Bulgaria.
Each piece is handmade, and production time depends on the product type:

  • Personalised and made-to-order pieces: the estimated production time is specified on each product page.

  • In-stock items: are shipped within 3–5 business days after purchase.

Once your order has been dispatched, you will receive a confirmation email with tracking information.
Estimated delivery times:

  • Europe: 3–7 business days

  • Worldwide: 7–14 business days

Shipping costs are calculated automatically at checkout based on destination and parcel weight.
Pottery & Poetry is not responsible for delays caused by customs clearance or courier handling.

CANCELLATION POLICY

Orders may be cancelled within 24 hours of placing your order, provided that production has not yet started.
To request a cancellation, please email moc.y1763200755rteop1763200755dnayr1763200755ettop1763200755@ih1763200755 with your order number.

Once an order has entered production or has been dispatched, it can no longer be cancelled.
Pre-orders and personalised items are non-cancellable and non-refundable, as they are made specifically for you.

If you wish to return an order after receiving it, please refer to our Returns & Refund Policy.

RETURNS & REFUND POLICY

Return Policy

Due to the fragile nature of our products and with the planet in mind, Pottery & Poetry encourages a considered purchase. Please take the time to ensure your piece will find a place in your home, forever.

We offer returns and exchanges for full-priced items purchased online, subject to the following conditions:

  • The item is returned within 14 days of receiving your order.

  • The item is in its original condition, unused, and packed in its original packaging, well protected.

  • We do not accept responsibility for damages incurred in return transit.

  • Return shipping costs are at the expense of the customer, and Pottery & Poetry cannot be held liable for return parcels that are lost or damaged during return transit.

  • A Return Request is to be authorised by our team. A return may not be authorised if we believe the pieces have been used for staging or loan purposes.

  • AfterPay purchases are eligible for an exchange or credit note only.

  • Please note that all sales during a flash sale are final. Purchases made using a personalised discount code can be returned for an online credit note only.

  • We do not accept returns of personalised or custom-made orders.

Customers within the EU have the right to withdraw from their online purchase within 14 days of receiving the item, in accordance with EU consumer law.
(Personalised and custom-made items are excluded from this right.)

Return or Exchange Request

To request a return or exchange, please email moc.y1763200755rteop1763200755dnayr1763200755ettop1763200755@ih1763200755 with the following information:

  • Proof of Purchase or Order Number

  • Date of Purchase

  • Reason for return and any supporting images

  • If requesting an exchange, please include the details of the product that you would like to exchange for.

Due to the fragile nature of our products, each item is individually packaged to ensure safe transport.

Our customer care team will be in touch to approve the return, provide you with a return authorisation number, return shipping label, and return shipping instructions.
The return address will be provided once your request is approved.

Refunds

A full refund will be provided subject to meeting our return policy.
Once we receive your return and it is approved, your refund will be applied via the original payment method minus original and return shipping costs and a re-packaging fee.

Please allow 3–10 business days for the refund to appear on your bank statement.

Exchanges

We encourage exchanges on all eligible pieces. Exchanges are subject to product availability and will be provided as an online credit note for the value of your original purchase, minus original and return shipping costs and a re-packaging fee.
This credit note will be valid for 3 months.

Pre-orders

Pre-orders cannot be cancelled prior to receiving your order.
Products purchased on pre-order are treated as full-priced items and are eligible for an exchange or refund, provided they meet the guidelines in this return policy.

Damaged Items

If an item arrives damaged, please contact moc.y1763200755rteop1763200755dnayr1763200755ettop1763200755@ih1763200755 to submit a damaged goods claim.
This claim must be lodged within 24 hours of receiving the item(s).

How to lodge a damaged goods claim:
Please email moc.y1763200755rteop1763200755dnayr1763200755ettop1763200755@ih1763200755 with the following information:

  • Proof of Purchase or Order Number

  • Date of Purchase

  • Items damaged

  • Supporting images of the damaged box and item

Please note that all claims are handled on a case-by-case basis, and insufficient evidence may result in your claim being rejected.

Contact

Please direct any questions or concerns regarding our Return Policy to moc.y1763200755rteop1763200755dnayr1763200755ettop1763200755@ih1763200755

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