Our handmade products are made by people and not machines. Small imperfections or differences in shape, size and colour may occur and are part of the charm of a handmade product. This part of the handmade process is what makes our products unique and should not be seen as a fault. This will never affect the overall aesthetic of the product and its ability for use as intended. Some fabrics are made from natural fibres and might have imperfect characteristics such as slubs and other irregularities in the yarns which are not weaving faults and therefore not considered faults by us as a company.
All of our pottery is dishwasher and microwave safe, however, for our handmade and minutely painted and glazed pieces we recommend washing by hand for purposes of product longevity.
Our company, our manufacturing suppliers and fulfilment agents check all orders before they are shipped to you and we make every effort to ensure that your order is in perfect condition. We recommend that you check the quality of your products upon receipt. The buyer must inspect the condition of the goods immediately upon receipt and should report any damages and discrepancies within 48 hours of receipt of the order. Should the buyer fail to give such notice, the condition of the said goods and the goods received are deemed to be accepted. Items relating to the order should be kept in original packaging pending any investigation. Returns cannot be accepted if they are not in their original packaging. If goods appear damaged, incomplete or incorrect upon receipt, this must be notified as soon as possible to us, and within 48 hours. We will endeavour to provide a replacement or a refund as soon as possible after assessing how the damage has occured. Refunds will be processed as soon as goods are received and within 7 days from receipt. Upon inspection, we reserve the right to refuse an exchange or refund if goods are not returned in a resellable condition or are damaged.
If for any reason you are dissatisfied with a homeware product purchased here, we operate a no-problem, no-hassle return policy: simply return the product undamaged in the original packaging (you will need to support return shipping costs) within 14 days, and we will operate a refund (minus the return shipping costs) as soon as we receive it, and not later than seven days from receiving the returned goods. According to EU consumer rights directives, if you bought a good or a service online, you have the right to cancel and return your order within 14 days, for any reason and with no justification. Read more about consumer protection for online purchases here and here.
We operate free replacements for furniture items that have arrived damaged due to transport or other circumstances, on the condition that we are notified of the damage as soon as possible after receipt and inspection of goods. From December 2017, we can no longer offer free replacements for homeware items that have arrived damaged to their destination. Goods of the type we trade in, especially glass and ceramics, cannot be insured and are not compensated by shipping and courier companies. We offer full refunds for damaged items such as these, with the exception of the shipping fee. We can offer no replacement or refund for framed or unframed prints that are returned visibly damaged or in unsellable condition.
For larger goods, such as furniture, we offer full free returns, if the goods are returned in perfect condition and undamaged within 7 calendar days from the date of the delivery. Returns and refunds are possible for self-assembly products that have been part- or fully-completed, provided no visible damage has occured during the assembly process. If you have received a faulty or damaged product, please refer to the paragraphs above. You must inspect all goods upon receipt or within a reasonable time thereafter, so that we can provide a replacement or a refund as soon as possible.
Please follow our RETURNS process detailed here:
Upon return, the product should be unused, unassembled and in its original packaging.
Email firstname.lastname@example.org and include your reason for return and your order number/contact details.
The product(s) must be returned to us in good condition within 7 calendar days (5 working days) of the date it was delivered to you.
When organising a return, we suggest you to return goods via a fully insured courier so that you have a proof of delivery back to us.
We will process your refund within 24 hours of receiving the goods back, but some card issuers can take up to 3 working days to show the refund on your debit/credit card accounts. Orders paid via Bank Transfer will be paid back to the original account that the money was transferred from.
I have received a faulty item, what should I do? | Prior to dispatch, great care is taken to inspect each item. In the unfortunate event that you have received a faulty item, we will arrange for it to be collected and quality tested. A faulty product is one that has a manufacturing defect rather than one that has been delivered to you broken or damaged. If you have a product that has been damaged whilst in transit please email email@example.com with your order number/contact details and details about the fault (including photos). Once we have received your email we will contact you within 24 hours (Mon-Fri) to arrange a replacement or for a full refund to be made.
I have received an incorrect item | We aim to resolve misspicked orders in a timely manner. Please email firstname.lastname@example.org with the order number and the incorrect item's name and number.
An item is missing from my order | We may have sent your items in separate parcels so please check the items have not already been delivered. If an item is missing, please email email@example.com with the order number and the missing item's name and number. We will resolve the issue for you as quickly as we can.
GDPR rules stipulate that a full response to a request for information is provided within one month. We have processes that specify what data is being recorded about an individual purchasing on our site, where that data is stored, for what purposes this data is recorded and used, and whether and for how long it is kept.
Your Consumer Rights
The Competition and Consumer Protection Commission (CCPC) of Ireland details your rights when buying online from an EU-based company here:
Buying online can be a quick and easy way to shop, but even if you’re shopping from your own home you still need to take steps to protect yourself online.
EU laws give you strong protection when you buy online. The Consumer Rights Directive covers you when you buy from businesses based in the EU, so remember to check the geographical address of any business that you are buying from.
If you have changed your mind and want to return the goods you bought, what should you do? If you’ve bought something from a business that is based in the EU, you are protected by EU law.
Your rights when it comes to purchasing online in anywhere in the European Union are detailed here:
- Contract information
- Pricing and payments
- VAT - Value Added Tax
- Shipping and delivery
- Guarantees and returns
We hope you enjoy shopping here, and your custom is truly appreciated. Please do not hesitate to get in touch if you think we could do anything to improve your shopping experience on our site and feedback on any aspect of this site is always welcome.
Thank you for shopping us!
Find your next home gift at: home-lust.com/collections
Contact us at: firstname.lastname@example.org