Refund policy
REFUND POLICY
Last updated: June 4, 2026
Please review all product photos, descriptions, measurements, materials, finish details, and policies carefully before purchasing.
RETURNS
We accept returns only on eligible Buttons, Artist Tools, and Home Decor.
Eligible items may be returned within 14 days of delivery. To request a return, contact us at hello@silverwoodceramics.com within 14 days of receiving your order.
To be eligible for a return, the item must be unused, in the same condition that you received it, in its original packaging, and accompanied by all original packaging and included materials.
Returns must be approved before being sent back. Items returned without prior approval will not be accepted.
Customers are responsible for the full cost of return shipping. Original shipping charges are non-refundable. Silverwood Ceramics does not provide prepaid return labels unless expressly stated otherwise in writing.
If your return is accepted, we will email instructions on how and where to send your package.
FINAL SALE ITEMS
Jewelry is always final sale.
For hygiene, safety, and quality-control reasons, jewelry is not eligible for return, exchange, refund, cancellation, or price adjustment.
Artist Seconds are always final sale.
Artist Seconds are sold as-is and may include visible imperfections, irregularities, glaze variations, surface marks, warping, kiln effects, asymmetry, colour variation, or other cosmetic flaws. Artist Seconds are not eligible for return, exchange, refund, cancellation, or price adjustment.
Gift cards are final sale and are not eligible for return or refund.
DAMAGES AND ISSUES
Please inspect your order as soon as it arrives.
If your order arrives damaged, defective, or incorrect, contact us within 48 hours of delivery at hello@silverwoodceramics.com with your order number and clear documentation of the issue.
To assess the claim and, where applicable, submit a carrier claim, we require:
- clear photos of the damaged or incorrect item;
- clear photos of the outer shipping box;
- clear photos of the inner packaging;
- clear photos of the shipping label; and
- clear photos showing the item, packaging, and shipping label together in one frame.
We may also require additional photos or video where reasonably necessary to document the condition of the shipment.
Please keep the item and all original packaging until the claim has been resolved. Claims may be delayed or denied if the item, packaging, or required documentation is unavailable.
Submission of photos or videos does not guarantee a refund, replacement, or credit. Silverwood Ceramics assesses damage and issue claims on a case-by-case basis.
EXCHANGES
We do not offer direct exchanges.
For eligible items (Buttons, Artist Tools, and Home Decor), the fastest way to receive a different item is to request a return. If the return is accepted and approved after inspection, you may place a separate order for the new item.
CANCELLATIONS
Orders are processed and shipped same day on business days. Once an order has been dispatched, it cannot be cancelled.
If a cancellation request is received after the order has shipped, the request will be treated as a return. To receive a refund, the item must be returned to us in its original, unused condition and in its original packaging, in accordance with our Returns policy. Refunds will not be issued until the item has been received and inspected.
Orders placed on weekends or public holidays will be processed and shipped on the next business day. Cancellation requests received before the order has shipped will be accepted if submitted to hello@silverwoodceramics.com before fulfillment has begun.
INTERNATIONAL ORDERS
Original shipping charges, return shipping costs, customs duties, VAT, import taxes, brokerage fees, tariffs, carrier handling fees, and other destination-country charges are non-refundable.
If an international order is refused, abandoned, returned because import charges were not paid, or returned because of destination-country processing requirements, original shipping charges and any unrecoverable shipping, customs, carrier, or return costs may be deducted from any refund otherwise available.
REFUNDS
We will notify you once we have received and inspected your return, and we will let you know whether the refund has been approved.
If approved, the refund will be issued to your original payment method, minus any non-refundable shipping charges, return shipping costs, customs charges, carrier fees, or other unrecoverable costs where applicable.
Approved refunds are usually processed within 10 business days. Your bank or credit card company may take additional time to process and post the refund.
If more than 15 business days have passed since we approved your refund, please contact us at hello@silverwoodceramics.com.