退款政策

Every piece is handmade and therefore unique. We do our best to show product photos that accurately represent the final item, but please keep in mind that no two pieces are ever exactly alike — variations in colour, tone and pattern are part of the craft.

Returns & exchanges: Returns and exchanges are accepted within 14 days of delivery. Return shipping costs are not covered by us. Refunds will be issued or exchanges shipped once the original item has been returned undamaged.

The following items cannot be returned: Custom or personalised products, Special orders, Sale items, Gift cards.

Damaged or Faulty Items:

If your order arrives damaged, please contact us within 48 hours of the confirmed delivery date (as recorded by the carrier) at mariela@mariela-ceramica.com. We feel 48 hours is a reasonable time to report damage, and claims reported after this window may not be eligible for replacement, refund, or insurance coverage.

To open a claim, please include:

• Photos of the damaged item
• Photos of the inside and outside packaging
• Your order number

We don't require damaged goods to be returned before we assess the claim.

For approved claims, we will do our best to offer a repair, replacement, exchange, or refund where applicable. If a replacement is not in stock, we can remake the item — please allow approximately 4–6 weeks for handmade production.

Import duties, taxes, and customs fees are the sole responsibility of the recipient and are non-refundable under any circumstances, including in the event of an approved damage claim.

EU right of withdrawal: Under EU Directive 2011/83/EU, consumers have the right to withdraw from a purchase within 14 days of delivery. This right does not apply to custom-made or personalised products. For eligible items, return shipping costs are the responsibility of the buyer.

Care & use:

• Washing: Hand wash only — not dishwasher safe. Sculptural works should only be hand washed or wiped with a damp cloth. Use a mild detergent; harsh washing liquids can over time damage the glaze, leaving the surface matte, crackled, or prone to cutlery marks.
• Oven & microwave: Not suitable for oven or microwave use. Avoid sudden temperature changes — never pour boiling water into a ceramic vessel or transfer ceramics directly from the freezer to the microwave.
• Base: Some pieces have a slightly rough base due to the glazing process. We recommend attaching felt, rubber, or cork furniture pads to protect your surfaces from scratches.

Custom orders: We love creating custom pieces. If you have a project in mind, get in touch at mariela@mariela-ceramica.com.