Damaged Products
Products damaged during transportation or delivery.
After-Sales Support
Clear Support When
an Order Issue Occurs
We take order issues seriously and aim to handle them clearly and practically. If you receive damaged, missing or incorrect items, or have questions about product quality, please contact us with the relevant information and evidence so we can review the issue and find a suitable solution together.
What Issues We Can Review
Common Issues We Can Review
If you receive any of the following issues, please contact us within 3 days of delivery with relevant evidence.
Missing Items
Products or quantities missing from the received shipment.
Incorrect Products
Incorrect products, colors, specifications or quantities.
Production / Customization Errors
Issues where confirmed production, logo, labeling or packaging requirements were not followed correctly.
How a Claim Is Reviewed
Our Review Process
We follow a clear process to review order issues and work with you toward a suitable solution.
Send Evidence
Send the order reference, photos or videos, affected quantity and relevant packaging or shipping evidence.
Review
We review the information and, where shipping damage is involved, coordinate with the logistics provider where necessary.
Confirm the Cause
We determine whether the issue relates to transportation, product preparation, customization, quantity or another order discrepancy.
Agree on a Resolution
Depending on the issue, order circumstances and available options, we work with you toward an appropriate solution.
Possible Resolutions
How We Can Handle the Issue
Depending on the issue and order circumstances, the following solutions may be available:
Replacement Products
Send replacement products for the affected items.
Missing-Item Reshipment
Reship missing items separately or include them with a future shipment where agreed.
Partial Refund
Provide a partial refund based on the affected product value where appropriate.
Replacement with a Future Order
Where agreed, replacement pieces may be added to the buyer’s next order.
Other Agreed Solution
Other mutually agreed solutions based on the specific situation.
Natural Ceramic Variations
Ceramic products may show small variations resulting from the production process. These can include:
- Color variation in reactive or kiln-effect glazes
- Slight differences between product photography and the physical product
- Minor dimensional variation
Unless otherwise agreed for a specific product, dimensions may vary slightly. For example, a product stated as 20 cm may have an actual dimensional variation of approximately ±0.5 cm.
Custom Products & Packaging
Custom products, logo applications and customized packaging are prepared according to the confirmed requirements.
- Once the design or specification has been confirmed, a change of preference is not normally eligible for a refund. Remaking may still be possible, but additional costs may apply.
- If a confirmed customization requirement was incorrectly executed by us, we will review the issue and arrange an appropriate correction or remake at our cost.
Pre-Shipment Confirmation
Before shipment, we can provide actual product photos or videos for buyer confirmation. Where applicable, we can also provide packed-product photos, outer-carton photos, label photos and carton-mark photos.
Pre-shipment confirmation helps identify issues before dispatch, but does not prevent buyers from reporting genuine transportation damage, shortages or order discrepancies after delivery.
After-Sales Policy FAQ
How soon should I report damaged or incorrect items?
Please report visible damage, shortages or incorrect items within 3 days of delivery.
What evidence should I provide?
Please provide the order reference, clear product photos or videos, affected quantity, packaging photos, outer-carton photos, shipping-label information and any other evidence relevant to the issue.
Should I keep the damaged products and packaging?
Yes. Please keep the damaged products and the original packaging until the issue has been reviewed, as they may be needed for verification.
What happens if products are damaged during shipping?
For sea or air DDP shipments and express DAP shipments, we first review the damage with the buyer and, where required, coordinate with the logistics provider to verify the issue and determine the next step.
Are small color or size differences considered defects?
Not necessarily. Ceramic products can have normal production variation, including kiln-effect glaze differences, photography-related color differences and minor dimensional variation. Product-specific requirements are reviewed based on the confirmed order details.
What if there is a problem with customized products?
If a confirmed customization requirement was incorrectly executed by us, we will review the issue and arrange an appropriate correction or remake. If the product was made according to the confirmed requirements but the buyer later changes their preference, a remake may still be possible with additional cost.
Need Help With an Order?
Send Us the Order Details
Please share your order reference, product information and issue details.
We will review the information and work with you to find a suitable solution.