Return & Refund Policy
At Elowen Atelier, we carefully select and prepare every handcrafted ceramic piece before shipment. Because our products are delicate artisan items, we have created this return and refund policy to provide a clear and fair experience for our customers.
30 Days Request Period
Customers may contact us within 30 days after delivery if there is an eligible issue with their order.
Handmade Product Care
Small variations in handmade ceramics are natural and are not considered defects.
Customer Support
Our team is available to review return requests and provide assistance.
Return Eligibility
To qualify for a return or replacement, products must meet the following conditions:
- The item must be unused and in its original condition.
- The return request must be submitted within the applicable return period.
- Customers must provide order information and supporting photos when required.
- The product must include original packaging whenever possible.
Damaged or Broken Items
Ceramic products require careful handling during transportation. Although we use protective packaging, unexpected damage may occasionally occur during delivery.
If your item arrives damaged, please contact us within 48 hours after delivery and provide:
- Order number
- Photos of the damaged product
- Photos of the packaging and shipping label
After reviewing the information, we will provide an appropriate solution, which may include replacement, partial refund, or full refund depending on the situation.
Non-Returnable Items
Due to the nature of our products, certain items may not be eligible for return:
- Items damaged due to improper handling after delivery.
- Products modified, used, or altered after receiving.
- Items returned without prior communication.
- Customized or specially prepared items unless defective.
Refund Process
Once your return request has been approved and reviewed, refunds will be processed through the original payment method used during checkout.
Submit return request with order details.
Our team reviews your request.
Approved returns are processed.
Refund is issued to original payment method.
Order Cancellation
If you need to cancel your order, please contact us as soon as possible. Cancellation requests can only be accepted before the order enters the preparation or shipping process.
Exchange Policy
If you receive a damaged or incorrect product, please contact our support team. We will review your case and provide the best possible solution.
Contact Us
For return, refund, or order-related questions, please contact:
Elowen Atelier
Email: support@elowenatelier.store
Website: elowenatelier.store