Refund policy

Returns
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Personalised goods or any ceramic items that have been made to order are non-returnable. 

To complete your return, we require a receipt or proof of purchase.

Parcels lost in transit 
If your order has not arrived within 10 working days of dispatch, we will provide a replacement free of charge. You must report this to us no later than within 2 weeks of dispatch.

Refunds 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days. 

Late or missing refunds 
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at daveanddandelion@gmail.com.

Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges 
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at daveanddandelion@gmail.com and 

Shipping
To return your product, you should mail your product to: Dave & Dandelion, Unit 1, Glendale Business Park, Wooler, NE71 6QP, United Kingdom 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

If you are shipping an item, you should consider using a trackable shipping service. We don’t guarantee that we will receive your returned item. We also recommend retaining proof of postage. 

Cancellations

Once an order is placed for our handmade to order ceramics and sent to our studio to be made, it can no longer be cancelled.