Returns & Damages

Damaged, missing, or incorrect items

Contact us as soon as reasonably possible after delivery so we can document the issue with the carrier and resolve it.

• Include your Terralora order number.
• Send clear photographs of the outer box, internal packaging, shipping label, and affected item.
• Do not discard the packaging until we confirm whether the courier needs it for inspection.
• Tell us whether the item is damaged, missing, or different from what you ordered.

Resolution

Depending on the circumstances and stock/production availability, the resolution may be a replacement, repair arrangement where appropriate, partial refund, full refund, or another mutually agreed solution.

Change-of-mind returns

Where returns are accepted or legally required, contact us before shipping anything back. Returned items must normally be unused, complete, and safely packed. Return-shipping responsibility depends on the reason for return and applicable law.

Custom and made-to-order products

Products made to a customer specification, personalized items, and certain made-to-order goods may not qualify for ordinary change-of-mind cancellation where applicable law provides an exception. This does not affect rights relating to damaged, faulty, or misdescribed goods.

Handmade variation is not damage

Natural differences in glaze movement, speckling, marbling, wood grain, small measurements, and hand-finished details are expected. See Handmade Variations for examples of normal handmade character.

Return authorization

Please do not return a parcel without contacting us first. Unannounced international returns can create customs charges, delays, or loss and may make resolution harder.

Questions?

If you need clarification about an order, product, wholesale application, or one of these policies, contact the Terralora studio before placing your order.