Terms And Conditions

Last Updated: December 12, 2025

1. Introduction

Welcome to ceramics.lorashen.com. By placing an order on our website, you agree to the following terms and conditions. Please read them carefully regarding our handmade nature, shipping policies, and insurance procedures.

2. The Nature of Handmade Goods ("Artist's Vision")

All items in our catalog are 100% Hand Made. This means that every piece is unique and created from scratch by our master potter.

Variations Policy

The product images on our website are for illustrative purposes. The item you receive may differ from the photograph in terms of:

  • Size and Weight;
  • Color shades and tones;
  • Patterns and texture.

We allow for a variance of up to 20% between the catalog photo and the final product. These variations are not defects; they are a result of the "Artist's Vision," the unique behavior of glazes during firing, and the hand-crafting process. The master may use different shades or adjust the form slightly based on their artistic perspective.

Recommendation: If you have any doubts about a specific item, please contact us before purchasing. We are happy to provide photos of the exact item currently in stock to help you make a decision.

3. Order Processing & Production

In-Stock Items

If an item is marked as "In Stock," it typically ships within 1-3 business days. Before dispatch, we will email you photographs of the exact item being sent, as well as photos of the packaging.

Pre-Order (Made-to-Order) Policy

Items marked as "Pre-Order" or "Made to Order" are created specifically for you.

  • Production Start: Production begins the day after payment is received.
  • Timeline: Standard production time is up to 21 days. In case of force majeure, this may be extended to 30 days.
  • Process Updates: You may request photos of your item during the creation process.
  • Final Approval: We will send you photos of the finished item before shipping.

4. Shipping & Delivery

All orders are shipped from Kyiv, Ukraine via EMS Express.

Estimated Delivery Times

  • Neighboring Countries (Europe): ~1 week
  • USA & North America: ~2 weeks
  • Other International Locations: Up to 3 weeks

Note: We are not responsible for delays caused by customs clearance or local postal service disruptions.

5. Damages & Insurance (Crucial)

We pack our ceramics with extreme care and insure every shipment for its full value. However, if your item arrives damaged, you must follow this procedure for an insurance claim:

  1. Inspect Immediately: Open and inspect the package immediately upon delivery.
  2. Take Photos (Required Evidence): You must take clear photos of:
    • The broken item;
    • The packaging materials (box, bubble wrap, etc.);
    • The Shipping Label on the box (address and tracking number must be legible).
  3. Contact Us: Send these photos to us on the same day of delivery.

PLEASE NOTE: We can only issue a refund after the postal service approves the insurance claim. If the claim is rejected due to insufficient evidence or delay, we cannot provide a refund.

6. Returns & Refunds

We offer refunds in the following specific scenarios:

  • Non-Delivery.
  • Approved Insurance Claim (damaged or lost in transit).
  • Wrong Item Sent (fundamentally different from what was ordered).

We do not offer refunds for "change of mind" once the item has been shipped or if production has started on a custom order.

7. Contact Us

Email: ceramics@lorashen.com