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You must inform us within 14 days of receiving items if you would like a refund. Items that are approved for a refund must be returned and received back within 28 days after delivery. If 28 days have gone by since your receipt of the purchase, unfortunately we can’t consider your order for a refund or exchange.

Damaged goods must be reported within 48 hours of receiving items.



There are certain situations where refunds will not be granted:

- Any item not in its original condition/packaging, is damaged or missing parts for reasons not due to our error

- Any item that is returned more than 28 days after delivery

- Sale items, custom items and pre-ordered items cannot be refunded




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

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 decision for your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment within 14 working days.


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


Damaged goods


Damaged goods must be reported to Vivian Xu Ceramics within 48 hours of the delivery. Damages reported after 48 hours will not be refunded as time sensitive insurance claims will have expired. Shipping cost will not be refunded.

A photo of the damaged piece, along with the box and packaging with all labels visible is required to be sent to

Refund or exchange of product will be discussed on a case by case basis.


Shipping costs


Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.

If your order qualified for free shipping, but your return brings the total under the qualification amount, then a shipping charge will be taken before your credit is applied to your payment method.


Return shipping


You will be responsible for paying for your own shipping costs for returning your item. We recommend you send the item back using a tracked and insured service.

We don’t guarantee that we will receive your returned item and we are not responsible for any damages to the item made on return shipping.

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