Refunds and Returns
Refunds, Returns and EU Withdrawal Policy
Every single piece is created individually in my studio in Galway city. All elements of the making process are completed with love and care by hand, with attention to the smallest detail. I strive for a high-end finish, with the intention of making each piece a little work of art in its own right. Due to the handcrafted nature of my work and the nature of the materials used, no two pieces will ever be exactly the same. Please allow for small variations in shape, colour, and surface detail.
This makes every piece completely unique.
~ Rachel 😊
EU Customers
If you are a customer in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving a reason, unless an exemption applies.
To start the return or withdrawal request, please visit this link. You will be asked to sign in to your customer account using your email address and a six-digit verification code. Once signed in, you can submit your request directly through your account. After your request is submitted, you will receive an automatic confirmation email, and we will then review the request and follow up with any next steps.
You can also contact us at info@rachelwebbceramics.ie within 14 days of delivery if you need assistance.
The customer is responsible for return shipping costs and must arrange the return shipment themselves.
Customers are required to keep a proof of postage and to use a tracked service, as we cannot accept responsibility for a return until it reaches us.
Once your withdrawal request has been submitted, we will send confirmation by email. The withdrawal period expires 14 days after the day you, or a third party other than the carrier and indicated by you, receive the goods.
The EU right of withdrawal may not apply to certain items, including custom-made or clearly personalised goods. Because many of our pieces are handcrafted and may be made to order, some items may fall within this exemption where applicable. If you are unsure whether a specific piece qualifies, please contact us before placing your order.
Customers Outside the EU
For customers outside the European Union, we offer a 7-day return window from the date you receive your order.
To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. You will also need the receipt or proof of purchase.
To start a return, please use this link or contact us at info@rachelwebbceramics.ie.
The customer is responsible for return shipping costs and must arrange the return shipment themselves.
Customers are required to keep a proof of postage and to use a tracked service, as we cannot accept responsibility for a return until it reaches us.
Damages and Issues
Please inspect your order upon arrival and contact us immediately, or within 14 days (EU customers) or 7 days (non-EU customers) from the date of delivery, if the item is defective or damaged so that we can evaluate the issue and make it right.
Please keep the original packaging and take photos of both the packaging and the damaged product(s). We will need photographic evidence to help us assess and resolve the issue promptly.
We will either offer a refund or replace the damaged piece(s), depending on the circumstances and the final agreement between us and the affected customer.
Refunds
Refunds will be processed to the original payment method used for your order. Please allow 3–7 business days for the refund to appear in your account. If you have not received your refund after 10 business days, please contact us so we can follow up with our payment processing partners.