Refund policy

Pottery is personal. You chose a particular glaze, a particular weight in the hand, and we want that choice to feel right when the box is open. If it does not, this page explains what we can do and how quickly we can do it. Our aim is a fair process that does not require you to argue your case or quote legislation at us.

The 30-day window

You may request a return within 30 days of the delivery date shown by the carrier.

Condition of returned items

To be accepted, an item must be unused and in the condition in which it arrived. For tableware this means no food residue, no dishwasher marks from a trial run, no scratches from a knife, and no chips or cracks caused after delivery. Please keep the original packaging where possible and pack the pieces so they cannot move against each other in transit. If the original box was damaged on arrival, any sturdy box with adequate padding is fine. We inspect every return, and if an item shows signs of use we may offer a partial refund or return it to you at your cost.

Items we cannot accept

We cannot accept returns on gift cards, final-sale pieces clearly marked as such at checkout, or items that have been personalized or custom-glazed to your specification. For hygiene reasons, we also cannot accept used food-contact items that show evidence of use, even after cleaning.

European and UK withdrawal rights

If you are a consumer in the European Union, the European Economic Area, or the United Kingdom, you have a statutory right to withdraw from your purchase within 14 days of receiving the goods, without giving a reason. Our 30-day window is longer than that legal minimum and is offered in addition to it. To exercise the statutory right, tell us clearly within 14 days that you wish to withdraw, then send the goods back within 14 days of that notice. The cost of return shipping is yours unless the item is faulty. This right does not apply to sealed goods that cannot be returned for hygiene reasons once unsealed, or to personalized items, except where they are defective.

How to start a return

Email emoticonhq@outlook.com with the subject "Return request" and include your order number, the item or items you wish to return, and a short reason. If something is damaged, attach photographs of the item and the shipping box. We will reply with a return reference and the correct return address. Please do not send a parcel before you receive that reference; unmarked returns take far longer to identify, and we cannot guarantee that we will be able to process them within the usual timeframe.

Return address:
Emoticonhq Returns
4820 Marigold Avenue, Suite 217
Tampa, Florida 33609
United States

Refunds

Once your return reaches our warehouse, we inspect it within three business days and send you an email confirming the outcome. Approved refunds are issued to the original payment method within five to ten business days after approval. We cannot refund to a different card or account. Shipping charges are refunded only when the return results from a fault on our side, such as a damaged, defective, or incorrect item.

Exchanges

We do not hold stock aside for exchanges, so the quickest route is usually to place a new order for the replacement and return the original for a refund. If you would prefer a direct exchange for the same item in a different color, write to us first and we will tell you whether the piece is available and how long it would take. If the replacement costs less, we refund the difference; if it costs more, we send a secure payment link for the balance.

Damaged, defective, or incorrect items

Please open your parcel as soon as it arrives and check the pieces before the first use. If something is broken, cracked, or not what you ordered, contact us within 48 hours of delivery with photographs. We will arrange a replacement or a full refund, including shipping, and we will not ask you to return broken pottery unless the carrier requires an inspection. Do not discard the packaging until we confirm how to proceed; carriers sometimes ask for photographs of the box and label.

Lost or delayed parcels

If tracking has not moved for five business days, let us know and we will open a trace with the carrier. We ask that you wait until the carrier's investigation is complete before requesting a refund, although we may send a replacement earlier at our discretion. If a parcel is confirmed lost, you may choose a replacement or a full refund. If tracking shows delivery but the parcel is missing, please check with neighbors and your building's mailroom, then contact us; we will help you file a claim.

Return shipping costs

Unless the return is due to damage, a defect, or our error, return shipping is paid by you. We do not charge a restocking fee. Customs duties and taxes paid on the original order are not refundable by us; in some countries you may be able to reclaim them from the customs authority.

Questions

If you are unsure whether your item qualifies, email emoticonhq@outlook.com before sending it. A short message now is faster than a return that has to be reversed later.