Refund policy
Returns
If you are not completely satisfied with your purchase, please contact me within 14 days of receiving your goods.
Items must be returned unused, in the same condition they were received, including any gift box if supplied, within 30 days of delivery.
To be eligible for a return, items must be unworn or unused, in their original packaging, and accompanied by proof of purchase.
To start a return, please contact me at matildabelleceramics@icloud.com.
Items sent back without first requesting a return will not be accepted.
Customers are responsible for return postage costs. I recommend using a tracked service that includes insurance and retaining proof of posting.
Damages or issues
Please inspect your order upon receipt and contact me as soon as possible if your item is damaged, faulty, or incorrect.
Please keep all packaging and provide a couple of photos of the item and packaging to help resolve the issue quickly.
Non-returnable items
The following items cannot be returned unless faulty:
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Earrings (for hygiene reasons)
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Bespoke or personalised items
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Sale items
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Gift cards
If you are unsure whether your item is eligible for return, please get in touch before purchasing.
Exchanges
The quickest way to receive an alternative item is to return your original purchase. Once the return is approved, you can place a new order separately.
Refunds
Once your return is received and inspected, I will notify you whether your refund has been approved.
Approved refunds will be issued to your original payment method within 10 business days. Please allow additional time for your bank or card provider to process the refund.
If more than 15 business days have passed since your refund was approved, please contact me.
I recommend returning items in the original packaging. A deduction may be made if goods are damaged during return due to inadequate packaging.