Return & Exchange Guide
At theartoftableware.com, we are dedicated to providing you with exceptional tableware that elevates every dining experience. We understand that occasionally an item may not meet your expectations or may arrive in less-than-perfect condition. This guide explains how to initiate a return, what to expect during the process, and our commitment to making things right. Please read the following information carefully before completing your purchase.
Eligibility for Returns
To be eligible for a return, the item must be unused, in its original packaging, and in the same condition as when you received it. We strongly recommend that you carefully inspect all products upon delivery. If you notice any signs of damage, manufacturing defects, or if the item simply does not suit your needs, you may request a return within a reasonable period after receiving your order.
Products that have been used, washed, assembled, or altered in any way cannot be accepted for return. Additionally, items that are missing their original tags, protective wrappings, or boxes will not be eligible. We encourage you to handle all tableware with care while deciding whether to keep it, as any scratches, chips, or other signs of use will make the item non-returnable.
Non-Returnable Items
Certain categories of products are exempt from our return policy for hygiene and safety reasons. These include:
- Personalised or custom-engraved pieces
- Items sold as part of a clearance or final sale promotion
- Gift cards or digital vouchers
- Any product that has been specially ordered for you from our suppliers
If you are unsure whether a specific item falls under the non-returnable category, please consult our customer service team before making your purchase.
Initiating a Return
To begin the return process, please log into your account on theartoftableware.com and navigate to your order history. Select the order containing the item you wish to return and follow the on-screen instructions. You will be asked to provide a reason for the return and, if applicable, upload photographs showing the condition of the item and any defects.
Once your return request is submitted, our team will review the information. We aim to respond within a few business days. If your request is approved, you will receive further instructions on how to proceed. Please do not send any item back to us before receiving approval, as unauthorised returns may not be accepted.
Packaging Your Return
Proper packaging is essential to ensure that the item is not damaged during transit. You should reuse the original shipping box and all protective materials, such as foam inserts, bubble wrap, or tissue paper. Place the item securely inside, ensuring that it does not move or rub against the sides of the box. If the original packaging is no longer usable, you must provide equivalent protection.
Please include a copy of your return authorisation or a note with your order number inside the package. Do not write or attach any stickers directly onto the product or its original retail box, as this will void its return eligibility.
Refund or Exchange Process
Once your returned item arrives at our designated facility, it will be inspected by our quality control team. If the item meets all eligibility criteria, we will proceed with either a refund or an exchange based on your original request.
For refunds, the amount will be credited back to the original payment method used at checkout. Please be aware that financial institutions may take a variable number of days to reflect the credit in your account. We have no control over this processing time.
For exchanges, if you wish to replace an item with a different colour, pattern, or size, we will process the swap once the original item has been approved. If the desired replacement is unavailable, we will notify you and offer alternative solutions, including a refund.
Damaged, Defective, or Incorrect Items
If you receive a product that is damaged, has a manufacturing defect, or does not match what you ordered, please contact us immediately after delivery. In such cases, we will cover all necessary arrangements to resolve the issue. You will not be required to pay for any additional shipping to return the faulty item. Please provide clear photographs of the damage or the incorrect item, as well as images of the packaging showing any external damage that may have occurred during shipping.
We treat every claim of damage or defect seriously and will work quickly to send you a replacement or issue a full refund, whichever you prefer. Please note that minor variations in glaze, colour, or hand-finished details are considered normal characteristics of artisanal tableware and do not qualify as defects.
International Returns
If you are ordering from outside our primary shipping region, please be aware that return procedures may differ. You are responsible for ensuring that the returned item is properly declared and that any customs or duties fees are not required from us. We recommend keeping proof of shipment and tracking information for all returns sent from international locations.
Final Notes
Our goal is to make your experience with theartoftableware.com as seamless and enjoyable as possible. We believe in the quality of every piece we sell and stand behind it fully. By following the steps outlined above, you can initiate a return with confidence, knowing that your request will be handled fairly and efficiently.
For any questions not covered in this guide, please use the contact form available on our website. We are always here to help you find the perfect tableware for your home.
We reserve the right to update this return guide at any time. Changes will be posted on this page, and we encourage you to review it periodically. Your statutory rights remain unaffected by any of the terms stated above.