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Refund Policy

Refund & Returns Policy

Last updated: 25 October 2025

Thank you for shopping with deulm. We take great care in creating and packaging each ceramic piece, and we want you to be happy with your purchase.
This policy explains your rights and our procedures regarding returns, refunds, and exchanges for orders placed on https://deulm.com.

Returns eligibility

You have the right to cancel and return your order within 14 days of receiving your item, in accordance with the Consumer Contracts Regulations (UK).

To be eligible for a return:

  • The item must be unused, in the same condition you received it, and in its original packaging.

  • You must provide proof of purchase (e.g., order number or confirmation email).

  • Custom or made-to-order pieces are non-refundable, unless they arrive damaged or faulty.

How to start a return

To start a return, please contact us at @deulm.ldn within 14 days of delivery, stating:

  • Your order number

  • The item(s) you wish to return

  • The reason for return

Once your return is approved, we’ll provide you with the return shipping instructions.
Please do not send items back without contacting us first.

Return shipping

  • Customers are responsible for the cost of return shipping, unless the item is faulty or damaged on arrival.

  • We recommend using a tracked postal service and keeping proof of postage, as we cannot be held responsible for lost parcels.

  • Returned items remain your responsibility until we receive them.

Damaged or faulty items

We carefully inspect and package each order, but if your item arrives damaged or faulty, please contact us within 48 hours of delivery with:

  • Your order number

  • Photos showing the damage or defect

As each ceramic piece is unique and cannot be exactly replaced, we are unable to offer replacements.
In these cases, you will be offered a full refund (including return shipping costs) once the issue is verified.

Refunds

Once your return is received and inspected, we’ll notify you of the approval or rejection of your refund.
If approved, your refund will be processed to your original payment method within 7–10 business days.

Please note:

  • Shipping costs are non-refundable unless the item is faulty.

  • Refund processing times may vary depending on your bank or payment provider

Refund & Returns Policy

Last updated: 25 October 2025

Thank you for shopping with deulm. We take great care in creating and packaging each ceramic piece, and we want you to be happy with your purchase.
This policy explains your rights and our procedures regarding returns, refunds, and exchanges for orders placed on https://deulm.com.

Exchanges

Because all of our ceramic pieces are unique, we do not offer exchanges.
If you would like a different item, please place a new order through our website.

Exceptions

The following items are not eligible for return:

  • Custom, commissioned, or personalised ceramic pieces

  • Gift cards

  • Sale items (unless damaged or faulty)

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