Every piece we sell is handmade or vintage, and most are one of a kind. We pack each one by hand and insure it in transit. If something does go wrong, this page explains exactly what happens and what we need from you.

Packing and dispatch

Pieces are wrapped individually, cushioned and boxed for transit, and sent on a tracked service. Every parcel is insured. Orders are usually dispatched within 2–3 working days; if a piece is made to order we will tell you the timing before you buy.

If your piece arrives damaged

Please check your order as soon as it arrives and tell us within 48 hours of delivery. Ceramics travel well when packed properly, but breakages do occasionally happen, and the insurance claim depends on evidence gathered quickly.

Once damage is confirmed we will replace the piece where a replacement exists. Because most of our pieces are one of a kind, that usually is not possible, in which case we refund you in full including the original postage.

Changing your mind

Under the Consumer Contracts Regulations 2013 you have 14 days from receiving your order to cancel it, without giving a reason. To do that, email us within those 14 days. You then have a further 14 days to send the piece back.

• Return postage for a change of mind is at your own cost. Please use a tracked and insured service — ceramics are fragile, and until it reaches us the piece is your responsibility.
• The piece must come back unused and in its original packaging, including any tomobako or signed box it was supplied with.
• We may reduce your refund if a piece has been handled more than was necessary to examine it, in the way you would in a shop, or if it is returned damaged.
• We refund within 14 days of the piece arriving back with us, to your original payment method.

Made-to-order pieces are excluded. Where a piece is fired or finished specifically for you, it is made to your specification and the 14-day cancellation right does not apply. These items are clearly marked as made to order on their product page.

Faulty or not as described

Separately from the above, the Consumer Rights Act 2015 gives you 30 days to reject a piece that is faulty or significantly different from its description, for a full refund. Contact us and we will put it right.

One thing worth saying plainly: variation is not a fault. Kiln marks, ash and scorch patterns, glaze pooling and drips, fine crackle in the glaze, slight asymmetry and differences in colour between pieces are the character of handmade Japanese ceramics, and are exactly why each piece is individual. Vintage pieces may also show gentle wear from previous use. We describe and photograph these honestly on every listing, so please read the piece's page before ordering.

Cancelling before dispatch

If you change your mind before your order has been sent, email us as soon as you can. If it has not yet gone out we will cancel it and refund you in full.

Contact

Questions about an order, a delivery or a return — email contact@obsidianflamestudios.com and we will come back to you.