Return Policy

Returns & Refunds

At Lorvelife, every ceramic piece is carefully made, finished and packed by hand. Due to the handmade nature of our ceramics, subtle variations in shape, size, colour, brushwork and surface texture are to be expected and make each piece unique.

We also understand that ceramics are fragile. Our returns policy is designed to resolve any problems fairly while reducing the risk of unnecessary damage during return shipping.

Damaged, Broken or Incorrect Items

We take great care when packing every order. However, ceramics are fragile and damage can occasionally occur during transit.

If your item arrives broken, damaged, defective or incorrect, please contact us as soon as possible after delivery at service@lorvelife.com.

Please include:

Your order number
A brief description of the issue
Clear photographs of the item and the damage
Photographs of the outer and inner packaging where relevant

Once we have reviewed the issue, we will normally offer an appropriate solution, such as:

A replacement at no additional cost, where available; or
A refund to your original payment method.

Because broken ceramics can be unsafe and difficult to ship, we will normally not ask you to return an item that arrived broken or significantly damaged.

Please keep the item and its packaging until we have reviewed your claim, as photographs may be required for us to assess the damage or make a claim with the delivery carrier.

Changed Your Mind?

We hope you will love your Lorvelife piece, but we understand that sometimes an item may not be quite right for you.

If you wish to cancel or return an eligible online purchase, please contact us at service@lorvelife.com within 14 days of receiving your order.

Because our products are fragile ceramics, returning them involves a greater risk of breakage in transit. Please contact us before sending anything back.

Depending on the circumstances, we may be able to offer an alternative resolution, such as a partial refund without requiring the item to be returned.

Any such arrangement will be agreed with you in advance and is offered as an optional alternative to a return where appropriate.

If you choose to proceed with a return, the item must be:

Unused and in its original condition
Carefully repacked, preferably using the original protective packaging
Returned using the return instructions provided by our customer service team

For change-of-mind returns, the customer is responsible for the cost of return shipping unless otherwise required by applicable law.

Please use a tracked shipping service and pack the ceramic carefully. You are responsible for taking reasonable care of the item while it is in your possession and during the return process.

Please do not return an order to the address shown on the original parcel. Contact us first so that we can provide the correct return instructions.

Handmade Characteristics

Every Lorvelife ceramic piece is individually made and/or decorated by hand.

Small variations are a natural part of handmade ceramics and are not normally considered defects. These may include slight differences in:

Shape and dimensions
Weight and capacity
Brushwork and pattern placement
Colour and glaze tone
Surface texture
Small natural speckles or firing marks
Slight irregularities around handmade rims or forms

These characteristics are part of the individuality of handmade ceramics — no two pieces will be exactly alike.

Product measurements are also taken by hand and small variations may occur.

If you prefer perfectly uniform, machine-made products, please consider this before placing your order.

This does not affect your rights where an item is genuinely faulty, damaged or materially different from its description.

Custom & Personalised Orders

Products made specifically to your instructions or clearly personalised for you cannot normally be cancelled or returned simply because you have changed your mind.

This includes personalised artwork and other products created specifically for an individual customer.

However, if a custom or personalised item arrives damaged, defective or incorrect, please contact us and we will make it right.

Refunds

Once your return or refund request has been approved, we will confirm the resolution with you by email.

For approved refunds, payment will normally be returned to the original payment method.

Please allow additional processing time for your bank or payment provider to credit the funds to your account.

Where an eligible order is cancelled under applicable consumer law, any required refund of standard outbound delivery charges will also be handled in accordance with those rights.

Return Shipping

If an item arrives damaged, defective, or incorrect due to an error on our part, we will resolve the issue without requiring you to pay return shipping costs.

For eligible change-of-mind returns, return shipping costs are normally the customer's responsibility.

Because ceramics are particularly vulnerable to damage during transportation, please pack all returns securely and follow the return instructions provided by our customer service team.

Do not send a return without contacting us first. Unauthorised returns sent to an incorrect address may result in significant delays.