Refund policy

Last updated: [June,2025]


 

1. Our Promise

 


Every piece at Jasmine Samuels Ceramics is wheel-thrown and hand-carved in small batches at our London studio (29 Eccleston Pl, SW1W 9NF). Because each item is truly one-of-a-kind, we do not accept returns or exchanges for change-of-mind. However, we want you to be completely happy with your order and stand behind our craftsmanship.


 

2. Damages in Transit

 


If your parcel arrives damaged:

 

  1. Contact us within 48 hours of delivery at jasminesamuels@gmail.com..

  2. Attach clear photos of the damaged item and all packaging.

  3. Keep the packaging until we confirm the next step (it may be required for a carrier claim).

 


Once we verify the damage:

 

  • Replacement – We’ll craft and ship a replacement at no cost (subject to availability).

  • Refund – If a replacement is not possible, we’ll issue a full refund to your original payment method.

 


 

3. Wrong or Missing Items

 


Please email us within 48 hours if your order is incorrect or incomplete. We will send the correct piece or the missing item immediately, or arrange a refund when necessary.


 

4. Made-to-Order & Custom Pieces

 


Custom or made-to-order work cannot be cancelled once production has begun. In the rare event a custom piece arrives damaged, the same damages in transit procedure applies.


 

5. Shipping Costs on Approved Returns

 


If we ask you to return an item (e.g., for carrier inspection), we will provide a prepaid return label. You will not be responsible for return shipping on approved claims.


 

6. Refund Processing

 


Approved refunds are issued to the original payment method within 5 business days of confirmation. Your bank or card issuer may take additional time to post the funds.


 

7. EU & UK Consumer Rights

 


Nothing in this policy affects statutory rights under UK or EU consumer law where applicable.


 

8. Contact

 


Questions? Reach us at:

Email: jasminesamuels@gmail.com.

Postal: Jasmine Samuels Ceramics, 29 Eccleston Pl, London SW1W 9NF, United Kingdom


Thank you for supporting handmade ceramics and for your understanding of the unique nature of our work.