Refund policy
RETURNS & REFUNDS
Last updated: 19 August 2026
At Alia – Handmade Ceramics, every piece is made by hand with care and intention. Because of this, small variations in shape, colour, glaze and texture are natural and make each piece unique.
I hope you love your piece, but I understand that sometimes a purchase isn't quite right. Below you'll find everything you need to know about returns, cancellations and refunds.
RIGHT OF WITHDRAWAL — EU CUSTOMERS
If you are an EU consumer purchasing online, you generally have the right to change your mind and withdraw from your purchase within 14 days of receiving your order, without having to give a reason.
You can exercise your right of withdrawal by:
- using the online withdrawal/cancellation button available on my website;
- contacting me directly by email or through my contact form; or
- using the statutory Model Withdrawal Form, available [HERE — LINK TO FORM].
The online withdrawal button is an additional and easy way to exercise your right of withdrawal. You are not required to use it.
After notifying me that you wish to withdraw, please send the item back within 14 days.
RETURNS
When exercising your right of withdrawal, you may handle and inspect the product only to the extent necessary to establish its nature, characteristics and functioning.
If you handle or use the product beyond what is reasonably necessary and this results in a loss of value, I may deduct the resulting amount from your refund where permitted by law.
Because ceramics are fragile, please make sure your return is packed carefully and securely.
You are responsible for the item until it arrives back with me, including any damage caused by insufficient packaging during return shipping.
Return shipping costs are the responsibility of the customer when exercising the right of withdrawal.
Return address:
Alia – Handmade Ceramics
Copernicusstraat 20
4816 CB Breda
The Netherlands
REFUNDS
When you exercise your right of withdrawal, I will refund the amount you are entitled to receive within 14 days of being notified of your withdrawal.
If you withdraw from the entire order, the refund includes:
- the purchase price of the returned products; and
- the cost of the cheapest standard delivery option you selected for your original order.
If you selected a more expensive delivery option, I only need to refund the cost of the standard delivery method.
If you return only part of your order, I do not have to refund the original delivery cost.
I may wait to issue the refund until I have received the returned item, or until you have provided proof that you have sent it back, whichever happens first.
I will refund you using the same payment method used for the original purchase, unless we agree otherwise.
CANCELLING BEFORE DISPATCH
If you would like to cancel your order before it has been processed or shipped, please contact me as soon as possible.
If your order has not yet been processed, I will cancel it and issue a refund where possible.
Once your order has been processed or shipped, it can no longer be cancelled through a standard cancellation request. However, EU consumers may still exercise their statutory right of withdrawal as described above.
CUSTOM AND PERSONALISED PRODUCTS
Custom-made or personalised products that are made specifically according to your wishes or specifications are, where permitted by law, excluded from the statutory right of withdrawal.
If a custom-made or personalised product is defective or does not conform to the agreement, your statutory consumer rights still apply.
SOMETHING ARRIVED DAMAGED?
I'm so sorry if your order arrives damaged. I know how disappointing it can be to open a parcel and find a broken ceramic piece.
Please contact me as soon as possible, preferably within 48 hours of delivery, and send clear photos of:
- the damaged item;
- the packaging; and
- the shipping label.
Please keep the original packaging until the issue has been resolved, as it may be needed when dealing with the shipping carrier.
If your item has been damaged during delivery or is defective, I will work with you to find an appropriate solution, such as a replacement or refund, at no additional cost to you.
The request to contact me within 48 hours does not limit your statutory consumer rights.
QUESTIONS?
If you're unsure whether your order can be returned, or simply have a question, please don't hesitate to contact me through my Contact page or at ceramicsbyalia@gmail.com.
I'm always happy to help.