Last updated: June 2026

Return & Exchange Policy

Every piece in our shop is handmade from scratch in the Soul Ceramics studio in Petah Tikva, Israel — thrown, glazed, and fired by hand. Because of this, minor variations in color, texture, or shape compared to product photos are normal and expected. These are signs of authentic handcraft, not defects.

1. Return Window

You may return an item within 14 (fourteen) calendar days from the date you receive your order.

Please contact us before shipping the item back so we can confirm eligibility and provide the return address.

2. Return Conditions

Items are accepted for return when all of the following apply:

• The item has not been used and retains its original condition.
• There is no damage caused by the customer.
• The item is packed in its original or equivalent protective packaging.
• Proof of purchase (receipt or order confirmation) is included.

3. Non-Returnable Items

• Custom / personalised orders (items made with a name, date, or to a specific design) cannot be returned or exchanged.
• Items that cannot be resold for hygiene reasons once opened and used.
• Items damaged due to customer misuse.

4. Damaged in Transit

Ceramics are fragile. We pack every order carefully, but shipping damage can occasionally happen.

If your item arrives damaged:

• Contact us within 48 hours of receiving the package.
• Include photos of the damage and the packaging (including the outside of the box).
• We will replace the item or issue a full refund — your choice.

Claims submitted after 48 hours are reviewed on a case-by-case basis.

5. Return Shipping Costs

• If the item is defective or damaged in transit through our fault — we cover the return shipping costs.
• If you changed your mind (wrong colour, don't need it anymore, etc.) — you are responsible for return shipping costs.

For international returns, the customer is responsible for all shipping, customs, and handling costs in both directions.

6. Refunds

Once we receive and inspect the returned item, we process your refund within 14 business days using the same payment method you used at checkout. The original shipping fee is non-refundable unless the return is due to our error (damaged or wrong item).

7. Exchanges

Because each piece is one-of-a-kind, a direct swap for an identical item is not possible. We are happy to arrange an exchange for another available piece of equal or similar value. Please contact us before sending anything back to confirm availability.

8. How to Start a Return

1. Contact us via WhatsApp or email (see below) with your order number and reason for return.
2. Wait for confirmation and the return address.
3. Pack the item securely and ship it with a trackable service.
4. After we receive and inspect the item, we will process your refund or replacement.