Return Policy

Return Policy

Customer details

Please enter your complete and correct delivery and billing address at checkout. We cannot redirect a parcel once it has been dispatched. If a parcel is returned to us because the address was incomplete or nobody was available to receive it, we will contact you to arrange redelivery.

Order cancellation

Orders cannot be cancelled once they have been placed. We begin preparing and packing orders straight away in order to dispatch within 2 to 3 working days, which is why we ask you to check your order and address carefully before confirming. If something is wrong with your order, write to us at support@schroeyandmouser.com as soon as possible and we will help where we can.

Returns and exchanges

We do not accept returns or exchanges for change of mind.

Our pieces are fragile, and a return journey is where breakage is most likely. A piece that survives the trip to you may well not survive the trip back, and neither of us gains from that. Shipping to you is also free and paid by us, so a change of mind return costs us the outbound freight as well.

We would rather you order with confidence than order and reconsider, so every listing carries dimensions, weight, capacity, materials and care instructions, along with photographs of the actual piece. If anything you need is missing or unclear, write to us at support@schroeyandmouser.com before you order and we will answer.

In rare cases we may agree to a return at our discretion. Where we do, the customer arranges and pays for return shipping and carries the risk of any damage that occurs on the way back to us. A refund is issued only for pieces that reach us in the condition they left in, and the original outbound shipping cost is deducted.

Damaged in transit

If your order arrives broken, you can choose either a replacement or a full refund. We cover the cost either way.

To raise a claim, please film your parcel being opened as a single continuous recording with no cuts, pauses or edits, showing the sealed parcel and its shipping label, the parcel being opened, each item being lifted out of its packing, and the damage itself. Start recording before you touch the tape and keep filming until every item is out of the box. Send it to support@schroeyandmouser.com within 3 days of delivery, along with your order number and a photograph of the outer packaging, and keep the box, packing material and damaged piece until the claim is settled.

The full requirements are set out in our Shipping Policy under Damage in Transit. A claim that meets them is approved, usually the same day we see it.

Manufacturing faults

If a piece reaches you with a fault that is not transit damage, such as a crack under the glaze or a firing flaw, write to us at support@schroeyandmouser.com within 3 days of delivery with photographs. We will replace it or refund it, whichever you prefer, and we will arrange and pay for the collection.

Small variations in painting, glaze pooling and colour between pieces are not faults. They are how hand-finished work behaves, and they are noted on every product page.

Wrong item received

If you receive something you did not order, write to us within 3 days of delivery with photographs and your order number. We will arrange collection at our cost and send the correct piece, or refund you in full if you prefer.

Refunds

Approved refunds are issued to the original payment method within 5 to 7 working days of approval. The time taken for the amount to appear in your account after that depends on your bank or card issuer.

Contact

For anything related to a return, replacement or refund, write to support@schroeyandmouser.com with your order number in the subject line.