Refund policy

Online Purchases

Unused pieces purchased online may be returned within 14 days of delivery for either a replacement or a refund.

• Return postage is the customer’s responsibility and must be sent with tracking.

• Items must be securely packaged for return. The customer is responsible for the safe arrival of returned ceramics.

• If a returned item arrives damaged, we are unable to issue a refund or exchange.

Please email hi@klei.shop to arrange a return before sending your item back.

If your order arrives damaged, please email us within 48 hours of delivery with clear photo evidence of the item as it arrived, including the packaging. We will arrange a replacement (subject to stock availability) or contact you to discuss an alternative.

Please note: as all our ceramics are handmade and one of a kind, replacement pieces may vary slightly in shape, size, or glaze and cannot be guaranteed to be identical to the original item.

In-Store Purchases

All purchases made in store are exchange or store credit only within 14 days of purchase.

• Items must be unused and returned with a valid receipt.

• Items damaged or broken after leaving our premises are not eligible for exchange or store credit.

Please note: refunds are not offered for in-store purchases.

International Orders

Customers outside the UK may be required to pay import duties or local taxes. These charges are not included in our prices and are the responsibility of the customer. Unfortunately, we do not have visibility or control over these costs.