Free Shipping on Orders of EGP2000 or above.

Returns & Exchanges

Clear, fair policies for when things don't go as planned
📋 3-Day Inspection Window

When Can You Return or Exchange?

We stand behind every product we sell. However, ceramic materials and equipment have specific characteristics. Here's exactly what you need to know:

✅ Eligible situations:

  • Damaged during transit – The box arrives crushed, torn, or with visible dents, and the inside product is broken.
  • Manufacturing defect – A glaze that separates abnormally, a kiln element that fails immediately, clay with foreign objects.
  • Wrong item shipped – You ordered Porcelain 710 but received Stoneware 307.
  • Missing pieces – A tool set arrives incomplete.

❌ Not eligible:

  • Products you've already used, fired, mixed, or altered.
  • Opened raw materials (clay bags, glaze jars, powder buckets) – unless a defect is confirmed.
  • Items damaged after delivery (dropped kiln shelf, broken handle from mishandling).
  • Custom orders made specifically for you (special clay blends, bulk custom cuts).
  • Change of mind / color not matching expectation – we provide digital swatches, but monitors vary.

⏰ The 3-Day Rule – How It Works

From the moment you sign for your package, the clock starts. You have 3 calendar days to inspect and report any issue. Here's the step-by-step:

  1. Day 1 – Receive your order. Open and check everything.
  2. Day 2 – If something's wrong, take photos showing the issue clearly.
  3. Day 3 (before midnight) – Submit your return request via our contact form or WhatsApp.
💡 Pro tip: Film yourself opening high-value orders (kilns, wheels, large clay batches). This is the fastest way to get an approval within hours.

📸 How to Submit a Return Request

To help us process your request quickly, please provide:

  • Your order number (starts with #CS-...)
  • Clear photos or a short video showing the damage/defect
  • A brief description of what happened
  • Whether you prefer a refund, exchange for same item, or store credit

Send to: Contact page (select "Returns" as subject) or WhatsApp +20 10 26311113

🔄 After Approval – What Happens Next?

Once we verify your request and approve it (usually within 1–2 business days):

  • We'll email you a return shipping label (if the error is on our side).
  • If the return is for a non-defective item (rare exceptions), you cover the return shipping cost.
  • Pack the item securely in its original packaging (or equivalent).
  • Drop it off at the designated shipping point.
  • After we receive and inspect the returned product, we process your refund or send the replacement within 3–5 business days.

Refund method: Original payment method (credit card, bank transfer, or cash on delivery refund via bank transfer). Store credit is issued instantly.

⚡ Special Cases: Raw Materials & Glazes

Because ceramic chemistry is delicate, we have tighter rules for certain categories:

Unopened, sealed bags/jars✅ Returnable within 3 days
Opened but unused (seal broken)❌ Not returnable – hygiene and quality reasons
Opened with confirmed defect✅ Returnable – we'll test a sample
Custom-blended clays or glazes❌ Final sale – no returns

For kilns and heavy equipment, we may arrange a technician visit instead of return shipping – much easier for everyone.