Refund policy

Returns

If you're not satisfied with the item you received, you can return your purchase intact, unused and in its original packaging within 14 days of receiving your order (based on the delivery date indicated by the carrier).

Initial shipping costs will not be refunded.
Return shipping and any applicable customs fees are the responsibility of the customer.

To initiate a return, please contact us at hello@eleaceramics.com before sending anything back.

Please note: You are responsible for the packaging. Fragile pieces must be carefully protected. Any item returned chipped, broken, or damaged cannot be refunded.

Exchanges

We do not offer direct exchanges.
If you'd like to replace an item, we will refund the returned pieces upon receipt, and you can then place a new order.

Claims

Any claim relating to an order error (missing item, incorrect item, wrong quantity) or a damaged item must be reported within 48 hours of receiving your parcel, by email to hello@eleaceramics.com. Beyond this timeframe, Elea Studio cannot be held responsible for any discrepancies or damage identified.

In order to process your request promptly, we ask that you include with your message a photo of the opened parcel as received, clearly showing the items present and any damage. Without this photo, we will be unable to process your claim.

In the event of a confirmed error or damage, we will offer, depending on the circumstances, either the resending of the missing or damaged item, or a refund of the difference.

Lost parcels

If you believe your parcel has been lost, please contact us at hello@eleaceramics.com.
We will open a claim with the carrier. If the parcel is officially declared lost, we will issue a full refund of the missing items within 48 hours.

International orders and customs

Customs fees may apply to orders shipped outside the EU, particularly to the United States.
These fees are the customer’s responsibility.
If the fees are not paid and the parcel is automatically returned by the carrier, we will issue a partial refund, excluding return shipping costs, once the items are received back in perfect condition.

Initial shipping costs will not be refunded in this case.

Cancellations

You may cancel your order within 72 hours of payment confirmation.
After this period, if production has already begun, we will no longer be able to accept the cancellation.

For any cancellation request, please contact us as soon as possible at hello@eleaceramics.com.