Refund policy

Refund & Returns Policy

Last updated: February 2026
Lili Toth Studio – www.lilitothstudio.com
Email: lilitothstudio@gmail.com

1. Returns (Non-Faulty Items)

We hope you love your piece as much as we love making it. However, if you change your mind, you may return your item within 14 days of receiving your order, in line with UK Consumer Contracts Regulations.

To request a return, please email lilitothstudio@gmail.com within 14 days of delivery and include:

  • Your order number

  • Your full name and address

Once your return is approved, you then have a further 14 days to send the item back.

Conditions of Return

  • Items must be unused and returned in their original packaging.

  • You are responsible for return postage costs.

  • We require tracked service, as we cannot be responsible for returns lost in transit.

Refunds will be issued to your original payment method within 7 working days of us receiving the returned goods.
Original delivery charges are non-refundable.

Please note: Due to the handmade nature of our ceramics, variations in shape, size, glaze finish, tone and pattern are part of the design and are not considered faults.

We are unable to offer exchanges. If you would like a different item, please place a new order.

2. Missing Items

If you believe an item is missing from your order, you must notify us within 48 hours of delivery.

Please email lilitothstudio@gmail.com with:

  • Your order number

  • Photos of the outer packaging

  • Photos of the internal packaging

After 48 hours, we may not be able to investigate missing item claims.

3. Damaged or Faulty Items

If your item arrives damaged or develops a fault, please contact us within 48 hours of delivery.

Email: lilitothstudio@gmail.com
Please include:

  • Your order number

  • Your full address

  • Clear photographs of the damage and packaging

We will assess the issue and offer one of the following where appropriate:

  • A replacement

  • A repair

  • A remake

  • A refund

If a remake is required, please allow approximately 2–3 weeks, depending on studio workload.

We do not usually require damaged goods to be returned, but in some cases we may request the item back for inspection before issuing a refund or replacement. Please do not return items unless we confirm in writing.

If an item is confirmed as faulty or damaged in transit, return postage will be reimbursed.

Returns are processed within 7 working days, although this may take longer during busy periods.

4. Care & Responsibility

All pieces are handmade in our studio and should be treated with care.

We recommend:

  • Hand washing in warm or cool water

  • Avoiding sudden temperature changes

  • Avoiding dishwashers unless otherwise stated

We cannot accept responsibility for breakages caused by accidental damage, misuse, or improper care.

Nothing in this policy affects your statutory rights under UK consumer law, including your rights in respect of faulty or misdescribed goods.

For independent advice, you may contact your local Citizens Advice Bureau or Trading Standards.

5. Cancellation Rights (UK & EU Customers)

You have the right to cancel your order within 14 days of receiving your goods.

To exercise your right to cancel, please email:

lilitothstudio@gmail.com

Include:

  • Your name

  • Address

  • Contact details

  • Order number

  • Clear statement that you wish to cancel

Items must be returned within 14 days of cancellation confirmation.

Made-to-Order & Custom Pieces Policy

Because custom and made-to-order items are created especially for you, we do not accept returns or refunds unless the item is faulty or damaged.

This includes:

  • Personalised items

  • Commissioned pieces

  • Made-to-order vases or decorative objects

Due to the handmade process, variations in finish, glaze, tone, and pattern are natural and will not be considered faults.

Made-to-Order Faulty or Damaged Items

If your made-to-order piece arrives damaged or faulty, please notify us within 48 hours of delivery at:

lilitothstudio@gmail.com

Include:

  • Order number

  • Full address

  • Photographs of the damage

We will aim to remake your piece as quickly as possible. As each item is handmade, please allow 2–3 weeks.

If you would prefer not to wait, we can offer a refund.

We may request return of the item before processing a refund or remake. Please wait for confirmation before sending anything back.

Time Limits for Fault Claims

  • Dinnerware & decorative objects: faults must be reported within 28 days, unless arising from reasonable use.

  • Lighting & mirrors: covered for 12 months against manufacturing faults.

This does not affect your legal rights under the Consumer Rights Act 2015.