Refund policy

I hope you love your order. If something isn't quite right, please email me at info@palmofferonia.com before returning your order so I can advise on the best next steps.


Skincare, Body Care & Aromatherapy

For hygiene and safety reasons, I'm unable to accept returns or exchanges on opened skincare, body care, aromatherapy or tea products.

If your order arrives damaged, incorrect or faulty, please contact me as soon as possible. If you experience an unexpected reaction after using a product, please stop using it immediately and contact me within 14 days of delivery so I can help investigate the issue.

As everyone's skin is different, I cannot guarantee suitability for every individual. I always recommend patch testing before first use.

If you have allergies, sensitivities or you're unsure whether a product is suitable for you, I always recommend checking the full ingredients list before purchasing. You're also very welcome to email me before ordering if you'd like advice. 


Adorned Jewellery & Studio Craft

Returns are accepted on ready-made jewellery, journals, bags, charms and other eligible Studio Craft pieces within 14 days of delivery. Just email me within 14 days of your order arriving to let me know, and you then have a further 14 days to send the item back.

Items must be:

  • Unused and unworn
  • Returned in their original packaging
  • In the same condition they were received

Items showing signs of wear, use, damage, alteration or repair cannot be accepted for return unless they are faulty.

Items returned without prior contact may experience delays while I identify the order and assess the return.

If you'd like to arrange a return, simply email info@palmofferonia.com with your order number and I'll provide return instructions.

Customers are responsible for return postage unless an item is faulty, damaged or sent in error. I always recommend using a tracked service, as I can't accept responsibility for returns lost in transit.

For hygiene reasons, earrings can only be returned if they are faulty.

Once your return has been received and inspected, refunds are usually processed within 3 working days. I'll also refund the cost of standard delivery on your original order. If you chose a faster delivery option, the extra cost over standard delivery isn't refundable. Refunds will only be issued once returned items have been received, inspected and confirmed to meet the conditions outlined in this policy. Approved refunds will be made to the original payment method used at checkout.

Please note that bespoke, personalised, customised, altered, resized or made-to-order items cannot be returned unless they are faulty.

Studio Pottery

Every ceramic piece is a one-off, made and glazed by me by hand, then fired in a kiln locally in London. When you buy a piece, you'll receive the exact one shown in the photographs. Because nothing is made twice, I can't offer exchanges or a like-for-like replacement, but your rights to cancel, return and be refunded are set out below.

Changing your mind

If you change your mind about a pottery piece, you can cancel your order within 14 days of the day it's delivered. Just email info@palmofferonia.com with your order number to let me know. You then have a further 14 days from that email to send the piece back.

To be accepted as a change-of-mind return, the piece must be:

  • unused: not used for food, drink, plants, candles, incense or anything else, and not washed in a dishwasher
  • in the same condition it was received, with no chips, cracks, marks or stains that weren't there when it arrived
  • returned with its original packaging where possible

Please pack returns very carefully. Ceramics break easily in the post, so I'd ask that each piece is wrapped individually in plenty of bubble wrap, with no movement inside the box, and ideally sent double-boxed. Return postage is your responsibility, and I strongly recommend a tracked and insured service that covers the full value of the piece. I can't accept responsibility for returns lost or broken on the way back to me.

Once the piece arrives back and I've checked it, I'll refund the price of the item along with the cost of standard delivery on your original order. If you chose a faster delivery option, the extra cost over standard delivery isn't refundable. Refunds are made to your original payment method, usually within 3 working days of the piece arriving back, and always within 14 days.

If a returned piece arrives damaged because it wasn't packed securely, or shows signs of use or handling beyond what you'd need to look it over, I may reduce the refund to reflect the loss in value. Where a piece arrives back broken, this can be up to the full price of the item.

If your piece arrives damaged

Every piece is wrapped carefully and packed to travel, but breakages can occasionally happen in the post. If your order arrives damaged, please:

  • email me within 48 hours of delivery where possible, with your order number
  • include clear photographs of the damaged piece, the inside of the box, the packing materials and the outside of the parcel with the delivery label
  • keep all of the packaging and the broken piece until I've confirmed the claim is resolved, as Royal Mail may need to see them

Please don't throw anything away or send the piece back unless I ask you to. Once I've seen the photographs, I'll refund you in full, including your delivery cost. As every piece is one of a kind I'm usually unable to send a replacement, but if there's a similar piece available I'm happy to offer it instead if you'd prefer.

Please take care unpacking, as broken ceramics can have sharp edges.

If your piece is faulty

If a piece has a fault that wasn't described in the listing, for example a crack that goes through the wall, a leak, or glaze that is lifting or flaking away from the clay, please email me with photographs as soon as you notice it. Your statutory rights for faulty goods always apply and aren't affected by anything in this policy.

What isn't a fault

Handmade, kiln-fired ceramics vary from piece to piece, and the following are a normal part of how they're made, not faults:

  • small pinholes, specks, bubbles or dimples in the glaze
  • glaze that has moved, pooled, thinned or broken over edges and texture during firing
  • variation in colour or finish from the photographs, from screen to screen, or between pieces glazed the same way
  • speckling, iron spots or markings that come from the clay itself
  • slight unevenness in shape, rim, height, wall thickness or base, and pieces that sit with a very slight wobble
  • finger marks, tool marks, dents and dimples that are part of the making
  • unglazed areas, such as the foot and base, and small marks where the piece sat in the kiln
  • fine sanding marks on the base

Seconds

Some pieces are sold as seconds, at a reduced price, because they have a flaw. Any flaw will be described in the listing and shown in the photographs where possible. A flaw that was described before you bought the piece can't be the reason for a faulty-item return, but you can still return a second under the change-of-mind terms above.

Decorative pieces

Pieces described as decorative only aren't suitable for food or drink. A decorative piece being unsuitable for food or drink isn't a fault.

Damage after delivery

I can't accept returns or offer refunds for damage that happens after your piece has been delivered, including chips, cracks or breaks from knocks, drops, sudden changes in temperature, or use in an oven, on a hob, in a freezer or in any other way the piece isn't intended for.

Pottery drops

Pottery is released in drops, and every piece is one of a kind. Pieces in your basket aren't reserved, and a piece only becomes yours once your checkout is complete. If two orders for the same piece go through at the same moment, the earlier order will be fulfilled and the later one will be cancelled and refunded in full. I'm not able to hold or reserve pieces ahead of a drop.



Order Cancellations

If you need to cancel your order, please contact me as soon as possible.

Orders can usually be cancelled before they have been dispatched. Once an order has been fulfilled, the returns policy above applies.


International Orders

Orders shipped outside the UK may be subject to customs procedures depending on the destination country and shipping method. Customers are responsible for ensuring that products may legally be imported into their destination country and for complying with any local customs requirements.

Where orders are sent Delivered Duty Unpaid (DDU), any import duties, taxes, customs charges or handling fees charged by the destination country's customs authority or carrier are the responsibility of the customer and are non-refundable by Palm of Feronia.

If a parcel is returned due to unpaid customs charges or because it was not collected, any return fees charged by the courier will be deducted from your refund.

Any original shipping charges paid at checkout are non-refundable.


Refused Deliveries

If an order is refused by the recipient, is unclaimed, or is returned because delivery could not be completed, any return shipping costs, customs charges, duties or courier fees incurred will be deducted from any refund where applicable. If the costs incurred equal or exceed the value of the order, no refund will be payable.


Jewellery Repairs & Alterations

Every Adorned piece is handmade using natural gemstones, freshwater pearls and sterling silver. While each necklace is securely made, natural materials and stringing can become worn over time through everyday use.

If you'd like a necklace shortened, lengthened or otherwise adjusted, I'm usually able to do this for a small fee.

If your jewellery ever needs restringing or repair, please get in touch. If a fault develops within 3 months of purchase, I'll happily repair it free of charge.

After this period, or where damage is consistent with everyday wear, accidental damage, water exposure or general restringing, repairs are available for a small fee.

To arrange a repair, simply email info@palmofferonia.com with your order number, a brief description of the issue and, if possible, a clear photograph.

Please note:

  • Return postage is the customer's responsibility unless the item is confirmed to be faulty.

  • Repairs are assessed individually and are subject to material availability.

  • Repair costs are quoted in advance and payment may be requested before work begins. 

  • Any replacement materials used during a repair will be chosen as closely as possible to the original design, although exact matches cannot always be guaranteed due to the natural variation and availability of gemstones, pearls and other materials.


Damaged, Incorrect or Missing Orders

Please inspect your order as soon as possible after delivery. If your parcel has arrived damaged or incorrect, please contact me within 48 hours where possible so I can investigate promptly.

If anything is damaged, incorrect or appears to have been lost in transit, please contact me as soon as possible so I can investigate and put things right.

If your parcel appears to be delayed or missing, please get in touch as soon as possible. I'll investigate with the delivery provider and keep you updated throughout the process.

Please note that delivery providers have their own timescales before an item can officially be considered lost, so investigations may not be able to begin immediately. Please keep all original packaging where possible if your parcel has arrived damaged, as this may be required by the delivery provider during an investigation.

Purchases from Other Retailers

I'm only able to process returns, refunds or repairs for items purchased directly from www.palmofferonia.com.

If you purchased your item from one of my stockists, please contact the retailer directly, as they'll be able to help with your return or exchange.