Care, Returns & FAQ
Everything you need to know about our handmade ceramics, from caring for your pieces to orders and returns.
Ceramic Care Guide
A little care goes a long way.
Our ceramics are handmade to be enjoyed every day. Here are a few simple tips to help keep your pieces in good condition.
1. Handle with Care
Ceramics are naturally fragile. Avoid dropping or knocking your pieces, as impacts may cause chips, cracks or breakage.
2. Avoid Temperature Shock
Avoid sudden changes between hot and cold temperatures, which may cause ceramics to crack.
3. Handwashing Recommended
Our ceramic tableware is dishwasher-safe. However, gentle handwashing with mild soap and a soft sponge is recommended to keep your pieces looking their best. Avoid abrasive scrubbers.
4. Check Before Use
If your ceramic piece develops visible cracks or chips, we recommend discontinuing its use for food and drinks.
5. Embrace the Handmade Details
Slight variations in colour, glaze, texture and shape are natural characteristics of handmade ceramics. These little differences make every piece unique.
Returns & Refunds
We accept eligible change-of-mind returns within 7 days of delivery. Please note that accidental breakage or damage occurring during use is not covered by our refund or replacement policy. This does not affect your rights regarding manufacturing defects.
1. Our Return Policy
We hope you love your Ohleaf pieces as much as we enjoy making them! If you've changed your mind about your purchase, you may request a return within 7 days of receiving your order. To be eligible for a change-of-mind return, the item must be: - Unused and in its original condition. - Returned in its original packaging. - Accompanied by proof of purchase. Please contact us before returning any item. Return shipping must be arranged and paid for by the customer. We recommend using a trackable delivery service.
2. Non-Returnable Items
We are unable to accept change-of-mind returns for: - Items that have been used or damaged after delivery. - Ceramic pieces that have been chipped, cracked or broken during use. - Customised or personalised products. - Made-to-order pieces once production has started. - Items that are not in their original condition. These exclusions do not affect your rights if an item is faulty or does not conform to its description.
3. Ceramic Breakage After Use
Please note that ceramics are naturally fragile and can break if not handled carefully. We do not provide refunds, exchanges or complimentary replacements for accidental damage occurring after delivery. This includes: - Accidental drops or knocks. - Chips, cracks or breakage caused by impact. - Damage caused by mishandling or improper use. - Damage resulting from sudden or extreme temperature changes. If you are unable to accept the naturally fragile characteristics of ceramic products, we encourage you to consider this carefully before purchasing. This exclusion does not apply to damage resulting from a manufacturing defect. If you believe your item is defective, please contact us for a review.
Every order is carefully packed before shipment. If your item arrives damaged or broken, please contact us as soon as possible, preferably within 7 days of receiving your parcel. Please provide: - Your order number. - Clear photographs of the damaged item. - Photographs of the outer and inner packaging. Please keep the damaged item and its packaging until we've reviewed your case. Where an item is confirmed to have arrived damaged, we'll arrange an appropriate remedy.
5. Manufacturing Defects
As all Ohleaf ceramics are handmade, slight variations in colour, glaze, texture, shape and finishing are expected and are not generally considered manufacturing defects. However, if you believe your piece has a manufacturing defect, please contact us with your order details and photographs. We'll review the issue and provide an appropriate remedy where required. Please note that our 7-day change-of-mind return period does not limit your statutory rights regarding defective products.
6. Refunds
Once an approved return has been received and inspected, we'll notify you of the refund status. Approved refunds will be processed through the original payment method where possible. For change-of-mind returns, original shipping fees and return shipping costs are non-refundable. Where an item is faulty, damaged on arrival or does not conform to its description, applicable consumer rights will be respected.
7. Custom & Made-to-Order Products
Customised, personalised and made-to-order products cannot be cancelled, returned or refunded for a change of mind once production has started. However, if an item arrives damaged or has a manufacturing defect, please contact us and we'll review the situation.
8. A Final Note
By purchasing from Ohleaf, you acknowledge the handmade nature of our ceramics and understand that slight variations between pieces are part of their unique character. Ceramics are naturally fragile, and we encourage all customers to handle their pieces with care. Our policies do not affect any rights you may have under applicable consumer protection laws. If you have any questions about your purchase, please feel free to contact us. We're always happy to help!
Frequently Asked Questions
1. Are all Ohleaf pieces handmade?
Yes! Every Ohleaf ceramic piece is handmade, so no two pieces are exactly alike. Slight variations in colour, glaze, texture, shape and finishing are completely natural. These little differences are part of the handmade process and make each piece unique. Please note that the product you receive may look slightly different from the photographs on our website.
2. Are ceramic products fragile?
Yes. Like all ceramics, our pieces are naturally fragile and should be handled with care. Although our mugs, cups and other functional ceramics are designed for everyday use, they may chip, crack or break if dropped, knocked or exposed to sudden temperature changes. If you are looking for something highly resistant to impact or breakage, handmade ceramics may not be the best fit.
3. What if my order arrives damaged?
We carefully pack every order to protect our ceramics during delivery. However, accidents during shipping can occasionally happen. If your item arrives broken or damaged, please contact us as soon as possible, preferably within 7 days of delivery. Kindly provide your order number, clear photos of the damaged item and photos of the packaging. We'll review the situation and help arrange an appropriate solution. Please keep the damaged item and packaging until we've reviewed your case.
4. What if my ceramic piece breaks after I start using it?
Unfortunately, accidental breakage, chips or cracks that occur during use are not covered by our return, refund or replacement policy. This includes damage caused by drops, knocks, mishandling, impact or sudden temperature changes. However, if you believe the breakage may have been caused by a manufacturing defect, please contact us with your order details and photos. We'll be happy to review the case.
5. What if I think my item has a manufacturing defect?
Please contact us with your order number, clear photos and a brief description of the issue. As each piece is handmade, natural variations in glaze, colour, texture and finishing are not necessarily defects. We'll review each case individually and assist with an appropriate solution where a manufacturing defect is identified.
6. Can I change or cancel my order?
We process orders as quickly as possible, so changes or cancellations may not always be possible once an order has been placed. If you need to make a change, please contact us as soon as possible and we'll do our best to help.
7. When will my order be shipped?
Ready-stock orders are generally dispatched within 3 business days after payment has been confirmed. Made-to-order and customised pieces require additional production time. Please refer to the individual product page for estimated lead times. If there are any unexpected delays in shipping your order, we'll keep you updated via email.
8. Can I receive a price adjustment if an item goes on sale?
Unfortunately, we are unable to offer price adjustments for orders placed before a promotion or sale begins.