Refund policy

 

Returns, exchanges and cancellations

Yes, I’ll gladly accept them! 

  • Contact me within 7 days of delivery at iben@overgaard.dk.
  • Time to ship items back varies, as most product are uniue and handmade
  • Request a cancellation within 24 hours of purchase

The buyer is responsible for return shipping costs. If the item is damaged upon return, the buyer is responsible for any loss in value as well.  


Are there any items that cannot be returned or exchanged?
I cannot accept returns for custom-made or personalized orders, unless they arrive damaged or defective.
Unfortunately, I cannot accept returns on gift cards.


Is a refund possible if I am not happy with the pieces?
Yes, it is. Please first send me an email, with a picture of the pieces you have received, and the reason you are not happy with them. You can send the pottery back to me, that is, to the same address it came from. Please pack the item as carefully as possible, in the same way it was packed when you received it. After I receive the pottery, a refund will be issued back to your credit card or original method of payment within 30 business days.


NB:  The buyer is responsible for initial shipping costs AND return shipping costs. If the item is damaged upon return, the buyer is responsible for any loss in value as well.  
 
Exchanges 
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


Refunds
I will notify you once I’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.


Loss, Theft, Damages
Iben Overgaard Pottery is not liable for lost or stolen packages and releases responsibility upon transfer of order to the shipping company. If you received your order damaged, please contact the shipping company to file a claim.

Please save all packaging materials and damaged goods before filing a claim.