Returns
In the unlikely event that you are not happy with the item that you have received, you can receive a refund within 30 days of you receiving it. If 30 days have gone by since the receipt of your purchase, unfortunately we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Please note that Earrings are exempt from being returned unless the item was damaged or had missing parts upon receipt for reasons due to our error.
To complete your return, provide us with details of the item to be returned and the reason for its return by email here , and return the item.
You should return your item to: Katy O'Neil Ceramics, 126 Lee Lane, Bolton, United Kingdom, BL6 7AF
You will be responsible for paying for your own shipping costs when returning your item. Shipping costs are non-refundable unless the item was damaged or had missing parts upon receipt for reasons due to our error. You should consider using a tracked shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
Refunds
We will not grant refunds where:
Any item has obvious signs of use
Any item is not in its original condition, is damaged or has missing parts for reasons not due to our error
Any item is returned more than 30 days after initial receipt by the customer
The item is a pair of Earrings (unless the item was damaged or had missing parts upon receipt for reasons due to our error)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and to inform you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied using your original method of payment within 7 days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank or credit card account again - it may take some time before your refund is officially posted to your account.
Next, contact your bank as there is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund, please contact us here and we will endeavour to help.
Exchanges (if applicable)
Whilst we normally only replace items if they are defective or damaged, if you need to exchange it, inform us by email here, and we will be pleased to help where we can. Dependent upon where you live, the time it may take for your exchanged product to reach you will vary.
Shipping
To return your item, you should mail it to: Katy O'Neil Ceramics, 126 Lee Lane, Bolton, United Kingdom, BL6 7AF. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable unless the item was damaged or had missing parts upon receipt for reasons due to our error. You should consider using a tracked shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
