All products are sold with a 7 day satisfaction guarantee. If you are not completely happy with a product that you received with your order, you can contact us within 7 days of receipt with the reason of dissatisfaction. Please send us an email before returning anything. If the product is in its original sealed state we will issue a return number and a return delivery address. Courier and packaging costs for the return will be for your account.

Upon receipt, we will inspect the item and if it is in its original state, we will issue a gift voucher for that particular ceramicist / supplier to the value of the product. If you have opened and/or used the product and are not satisfied, we will pass your feedback onto the supplier of the product. The supplier’s remedy is then up to their own discretion and Ceramics Online itself will not be held responsible for issuing a credit.

If an order does not arrive with the buyer within 30 days of sending (excluding unforeseen circumstances such as postal strikes, extreme weather, political events), please send us an email with the full details of the product bought. Once we have investigated the claim, you will be entitled to a refund from the supplier of the product.

If a product is damaged or broken when you receive it, you must inform us within one working day (24 hours) of receiving it.


We will require the following information to assess the damage:

  1. photograph of the outer box (including whether it has a Fragile sticker or not);
  2. photograph of the inside of the box, including the inner packaging; and
  3. photograph of the damaged item.


Please send an email to, containing the above information, including your order number and a detailed description of the problem.


If necessary we will arrange collection of the product from you at no charge.  Once we have inspected the product or photographs and validated your return (if needed), we will, according to your preference:

  1. replace the product (if available); or
  2. issue a refund voucher for the purchase price of the product or

issue a refund (using the same method of payment you originally used for the purchase).

If you receive an item that you think is incorrect please notify us immediately by email within 24 hours,  including your order number and necessary details. We will contact you to resolve the issue and make the necessary arrangements.