Returns & Price Adjustments

If a piece from mackenziechildsca.shop arrives damaged or is not the item you ordered, write within fourteen days to mackenzie-childs@gmail.com with the order number and a photograph. We will replace the piece or refund that line. Please keep the carton and the inner wrap until we say whether we need them back. A studio mark, a small shift in brushwork, or a glaze pool that matches handmade work is not treated as damage.

Unused items in the original packing may be returned within fourteen days of delivery if you simply changed your mind. Return travel on a change-of-mind parcel is your cost unless we sent the wrong piece. Wait for a return note from us before you post the carton, so the arrival can be matched to the order. A parcel that arrives without that note can sit unidentified.

To start a return, email the order number, the product name, and a short reason. If the piece is unused, say so and confirm the packing is complete, including lids, hardware, and care cards that came in the box. We will reply with the address and any label instructions. Do not send a return to a retail barn or a third-party shop; those counters are not this website’s warehouse.

Refunds go to the original payment method after we inspect what came back. Inspection looks for use, washing, assembly, or missing parts. A piece that has been placed on a table for a season, run through a dishwasher, or had a hanging hook installed is not unused. We may offer a partial refund if only part of a set comes back, or refuse a return that is not in sellable condition.

Price adjustments after purchase are limited. If a catalogue price later falls, we do not automatically mail the difference. If we shipped the wrong finish or the wrong size, we will make that line right by replacement or refund without asking you to pay the return postage. If you ordered two finishes and kept the one you prefer, return only the line you do not want, still within fourteen days and still unused.

Handmade ceramics, enamel, and painted wood can show specks, slight wiggles in a line, and colour that reads warmer or cooler in your room than under studio lights. Those traits are described on this page so a return is not opened for the character of the work. If a piece is structurally cracked, chipped in transit, or a different SKU than the page you paid for, that is a defect or a mis-ship and we will treat it that way.

A replacement travels under the same free-outbound rule as the original order. We will not charge you to send the correct piece. If the original has to come back first because stock is tight, we will say so in the email so you know the sequence. Lost outbound parcels are traced with the carrier; if the trace ends without delivery, we replace or refund the line.

Gift purchases can be returned by the recipient if the packing is unused and the fourteen-day window still applies from the delivery date. We may refund the original payer rather than send cash to the recipient, because that is how the processor records the sale. Include the order number; a gift note alone is often not enough to find the payment.

We do not accept returns of items that were customised after sale, items missing original packing, or items sent back after the fourteen-day window except where a damage claim was already opened in time. If a carrier delayed the first delivery so that you opened the box late, write as soon as you open it and explain the scan dates. We look at those dates in good faith.

Questions about a return, a photograph, or a refund timing can go to mackenzie-childs@gmail.com or 800 327 8586. Written mail may go to 3260 State Route 90, Aurora, NY 13026. Please do not ship a carton to that street unless we have given you a return note for that order. The fastest path is an email with the order number and pictures so we can tell you the next step the same business day whenever we can.