Refund policy
Last updated 24 March 2025
This policy sets out when you can return something to Ferzalon, how long you have, and what happens to your money. It forms part of our Terms of Service. Nothing here limits your statutory rights as a consumer.
The short version
You have 30 days from delivery to change your mind. If something arrives damaged, send us a photograph within 7 days and we will replace it or refund you in full — and you will not need to post broken ceramics back to us.
Changed your mind
Email info@ferzalon.com within 30 days of delivery with your order number, and we will send you the return address and instructions. Do not send a parcel back before you have heard from us: our registered office is not a returns address and anything sent there may not reach us.
To be accepted, the item must be unused, unwashed and in its original packaging, with any inserts. Once it is back with us and checked, we refund the price you paid for the goods within 5 business days.
Return postage on a change-of-mind return is yours to pay, and the original outbound shipping cost is not refunded. We recommend a tracked service; until the parcel reaches us it is your responsibility, and we cannot refund a return that never arrives.
Damaged on arrival
Every piece is inspected before it is packed and everything fragile is double-boxed with moulded inserts, but transit is transit. If your order arrives broken or chipped, email us within 7 days of delivery with your order number and photographs of both the piece and the outer carton.
We will send a replacement or refund you in full, whichever you prefer. In almost every case we do not ask for the damaged item back — posting broken ceramics is not safe and not worth anyone's time. Please keep the packaging until the claim is settled, because the carrier occasionally asks to see it.
Wrong item, or something missing
Tell us within 7 days and we will put it right at our cost, either by sending the correct piece or refunding it. We pay the return postage on anything that is our mistake.
What we cannot accept
- Items returned after 30 days from delivery
- Items that have been used, washed or put through a dishwasher
- Items returned without their original packaging
- Items damaged after delivery, including by thermal shock or by being dropped
- Items sent back without contacting us first
Hand-painted variation is not a fault
Every piece is painted freehand, so the motif sits slightly differently on each one, the rim strokes vary in width, and the number of dashes round an edge differs. On the langoustine plate even the number of langoustines varies. Small pinholes or specks in a glaze are normal in earthenware. None of that is a defect, and we describe it plainly on every product page and on our Care and Materials page so that nobody is surprised.
If you would rather have something uniform, a printed plate is the right purchase and we would genuinely rather tell you that before you buy than argue about it afterwards.
Refunds
Refunds go back to the original payment method. Once we process one it usually appears within 3 to 10 business days depending on your bank; that part is outside our control. We will email you when the refund is issued.
If a parcel is returned to us because the address was wrong or incomplete, or because it was never collected from the carrier, we refund the value of the goods once it is back with us and deduct the shipping cost. Any charge the carrier passes back to us is also deducted.
Cancelling before dispatch
Email us as soon as you can. We can normally still stop an order within a few hours of it being placed. Once a parcel has left the warehouse we cannot recall it, and this policy applies instead.
Contact us
Email info@ferzalon.com with your order number. A person replies within one business day, Monday to Friday.
Ferzalon is a trading name of ULIKE E-COMMERCE CO., LIMITED, Unit 903, 9/F, Cameron Commercial Centre, 458–468 Hennessy Road, Causeway Bay, Hong Kong SAR.