Return and Exchange Policy
EXCHANGES, STORE CREDITS & REFUNDS
Call us at 800-96-ITALY (48259) to receive authorization for a refund, exchange or store credit for all unused products that were shipped to you.
Refunds are only given to purchasers if we are notified within five (5) days after you receive your order. If we do not receive your return back to our warehouse within ten (10) days after you notified us, you will then be eligible for an exchange or store credit instead of a refund.
Exchanges and Store Credits are given when we are notified within thirty (30) days of receiving your order Gift recipients can either make an exchange or receive store credit only. Returns must be received by our warehouse within ten (10) days after you notified us, so that you can receive an exchange or store credit.
There are no refunds for shipping charges when making a return or exchange. There are also no refunds or exchanges for products that were specially ordered (eg. personalized profession plaques or custom/special ordered products that we normally do not carry) or products on clearance. If you refuse a shipment from the third party shipping company (FedEX, UPS, USPS, etc… ) that we used to send your order, you are responsible for all shipping costs incurred, including shipping charges to you and back to us. If of course, we do make a mistake with your order, we will rectify the problem for you at no additional charge. If you return any product to us without notifying us of your return, we will not be able to give you a refund, exchange or store credit. Follow the directions below for RETURNING MERCHANDISE.
INSTRUCTIONS FOR RETURNING MERCHANDISE AFTER YOU HAVE NOTIFIED US (Merchandise not damaged - PLEASE READ CAREFULLY):
Before you ship back any merchandise, you must (a) provide a copy of your original receipt that was emailed to you with your return or exchange, (b) since ceramics are fragile, ship back your product(s) to us in the manner that it was originally packed and shipped to you by carefully repackaging the merchandise in the packing material (bubble wrap and styrofoam peanuts) and box originally provided to you or in similar packing material & in a similar sturdy shipping box, (c) fully insure the unused merchandise for it’s full value, since you are responsible for all shipping expenses of your return or exchange. We are not responsible for lost, misdirected or damaged returns.
Note about Mechanical Products (Eg. Clocks): Call immediately for special instructions and a return authorization number before returning a mechanical product that is malfunctioning. All mechanical products are thoroughly inspected & tested and receive an inspection number before they are shipped. If a mechanical product is being returned because of a mechanical malfunction and we find out upon inspection once the product has been returned that the product is not malfunctioning, we will not be responsible for any shipping costs (to and from the customer).
ALL PRODUCTS IN ORDERS ARE INSURED FOR SHIPPING. DO NOT SHIP BACK ANY DAMAGED MERCHANDISE TO US. CONTACT US IMMEDIATELY at 800-96-ITALY (48259) TO REPORT ALL DAMAGED MERCHANDISE. You must contact us within 3 days of receiving your damaged merchandise or we will not be able to process your claim and offer you an exchange, store credit or refund. We will arrange inspection of your claim and pick up of the damaged merchandise as soon as possible by the shipping company after you report the claim to us. Once the shipping company picks up the damaged merchandise and/or we begin processing the claim, we will replace the damaged product and ship out the replacement product you originally ordered immediately.
In order for us to process your claim, you must save the damaged merchandise in its entirety and save all packing materials (bubble wrap, styrofoam peanuts, etc…) including the shipping container/box for inspection by our shipping company. If the damaged merchandise, packing material and shipping container/box are missing for the inspection by our shipping company, you will not receive an exchange, refund or store credit. If you do ship back the damaged merchandise to us without contacting us first for special instructions, we will not give you a refund, exchange or store credit.
REFUNDS and EXCHANGES FOR ALL PRODUCTS RECEIVING FLAT RATE SHIPPING
As with all returns, you are responsible for all shipping expenses of your return or exchange back to us, including fully insuring the unused merchandise for it’s full value. If you paid Flat Rate Shipping for product(s) that you will be returning, we will deduct 10% from the purchase price of the product(s) you are returning to cover the cost of shipping your product(s) to you (from our business to your desired destination) . If of course, we do make a mistake with your order, we will rectify the problem at no additional charge.
NOTE REGARDING OUR HAND PAINTED HANDMADE ITALIAN CERAMICS
We inspect all of our ceramics before shipping. All of our Italian ceramics that we carry are handmade hand painted ceramic product(s) that are made by artisans in Italy by hand, not manufactured by machines. At times, there may be slight variations (color, size, design, small smudges or paint spots, loose lids, etc… ) that are characteristics of these handmade ceramics created by artisans. As you know, these variances are evidence of an original, unique, one of a kind, handcrafted, handpainted piece of artwork. Since our ceramics are handmade & hand painted, we are not responsible for any shipping costs (original & return shipping costs), if you decide to return your ceramic product(s) because of slight variations (color, size, design, small smudges or paint spots, loose lids, etc… ) that are characteristics of these handmade ceramics created by artisans. If of course there is a major defect with a product in your order, we will rectify the problem at no additional charge. For more information regarding our Italian Ceramics, see also About Our Italian Ceramics & Creating Our Italian Ceramics and Italian Ceramics Care & Usage. We also will provide a handout with each shipment with the following brief information: "About Our Italian Ceramics", "Creating Our Ceramics" and "Italian Ceramics Care & Usage".
All information on this page, will be included in writing with your shipment.