Ceramic Delivery & Damage FAQ
Ceramic Delivery & Damage — Frequently Asked Questions
Our ceramics are packed with care, but we know transit can be unpredictable. This page walks you through exactly what to do if something goes wrong — and what to expect from us.
Receiving Your Order
What should I do as soon as my parcel arrives?
Please inspect every item immediately upon delivery — before discarding any packaging. Check for cracks, chips, or breakage. If anything looks wrong, act right away; delays can affect your claim.
My order was marked delivered but I haven't received it. What do I do?
First, check your tracking link (sent in your dispatch email) for the latest carrier update and check with neighbours or a building reception. If the item is still missing, email us at support@losartisans.com with your order number and tracking number so we can investigate.
Damaged or Defective Items
My ceramic arrived broken or cracked. What do I do first?
- Don't discard anything — keep the broken item, all packaging materials, and the outer box.
- Take clear photos immediately — photograph the damaged item, the inner packaging, and the outer box (including any visible dents, tears, or carrier labels).
- Contact us within 7 days of delivery at support@losartisans.com with your order number, a description of the damage, and your photos attached.
Claims submitted after 7 days, or without photo evidence, may not be eligible for a resolution under our policy.
What information do I need to include in my damage report email?
- Your order number
- Your tracking number
- A clear description of the damage (e.g., "handle snapped off", "hairline crack across the rim")
- Photos of: the damaged item, the inner packaging, and the outer shipping box
The more detail you provide, the faster we can resolve your claim — and in some cases, we need this information to file a carrier claim on your behalf.
I received the wrong item. What should I do?
Contact us immediately at support@losartisans.com with your order number and a photo of the item you received. We will evaluate the situation and make it right.
Resolution: Replacements & Refunds
What can I expect after I report a damaged item?
Once we receive your email and photos, we'll review the claim and respond with next steps. If the damage is confirmed, your options are:
- Replacement — we will send a replacement item (subject to stock availability).
- Refund — if a replacement is not possible, we will issue a refund to your original payment method. Please allow up to 10 business days for the refund to appear after it is approved, plus additional processing time from your bank or card provider.
How long will it take to hear back from you?
We aim to respond to all damage claims as quickly as possible. Emailing support@losartisans.com is the fastest route. Have your order number and photos ready to avoid back-and-forth.
Do I need to return the broken item?
In most cases involving shipping damage, you do not need to return the broken pieces — but please do not dispose of the packaging or item until we confirm this, as we may need it for a carrier claim. We will let you know in our reply whether a return is required.
Carrier Claims & Shipping Costs
Will Los Artisans file a carrier claim on my behalf?
When transit damage is evident, we handle the carrier claim process on our end. Your photos and tracking information are essential for us to do this — which is why we ask for them upfront.
Who pays return shipping for damaged items?
Per our Refund Policy, return shipping costs are generally the buyer's responsibility and will be deducted from any refund or exchange amount. However, where a return is required due to a defect or shipping damage we (or the shipping carrier) caused, we will provide a return shipping label and instructions. Please do not send items back without contacting us first — items returned without prior authorisation will not be accepted.
Standard Returns & Other Questions
I changed my mind. Can I return an undamaged item?
Yes — we have a 14-day return window from the date you receive your order. The item must be unused, in its original condition, and in its original packaging. Return shipping costs are the buyer's responsibility. Please contact us at support@losartisans.com to request a return before sending anything back.
Note: we cannot accept returns on sale items or gift cards.
Can I exchange a damaged item for a different product instead?
The fastest way to get what you want is to complete the return of the original item first. Once accepted, you can make a new purchase separately. Contact us to discuss your options.
I'm in the EU. Do I have additional rights?
Yes. If your order was shipped to the European Union, you have the right to cancel or return within 14 days for any reason, without justification. The item must be unused, in original condition and packaging, with proof of purchase. Return shipping costs are the buyer's responsibility. See our full Refund Policy for details.
Still Have Questions?
We're here to help. Email us at support@losartisans.com with your order details and we'll get back to you as soon as possible.
You can also review our full policies here: