Cancelling or changing

If you would like to cancel or change your order (except customized order) before your order is despatched or collected, please contact us thanhthi.potteryvn@gmail.com within 24 hours after you have placed your order. Be sure to include your order confirmation number in the correspondence.

Damaged/Lost Items

If you have received a damaged or defective item, please contact the carrier and us immediately.
You must place a claim within 3 days of delivery to be issued a credit or for the replacement of damaged/defective items. We are sorry but we no longer assume responsibility for damaged/defective items after this period.

Please take the following steps to initiate a claim with the carrier.

1. Take photos or videos of the damaged goods (5-6 photos)
2. Send e-mail of photos to the shipper company along with all the pertinent shipping information (the number of your invoice, packing list, tracking number and confirmation of delivery).
3. Request that the carrier process the claim.

The shipping company will usually suggest three options:

• Refund the cost of the product however; shipping and handling fees are non-refundable.
• Replace the product, shipped at their cost.
• Get a partial refund and keep the item.

Once the claim has been settled we will act on your choice of compensation in one week.

We are not responsible for lost packages for which delivery confirmation is provided by the carrier.

Wrong Items

If you received the wrong items, please contact us immediately. If possible, you should send to us an electronic photo of the wrong sent items.
Moreover, you have to give us your order number and order shipment email. If you created an account on my website, you can find the order number on the “My Cart” page.
And then, we will ask you to send the items back to us. Obviously, we will refund the cost of shipping for this and reship the correct items if they are available. If the items are unavailable, we will issue you a refund for your goods. Refunds will be done through the same payment method that was used to pay for the items.

If you have any queries or need assistance, please contact us by email thanhthi.potteryvn@gmail.com

How do I return or exchange?

You have the right to exchange any product you have purchased directly from www.thanhthipottery.com within 10 days of receiving the items.

The product(s) must be unused – in its original packaging with labels – and in the same condition as when the product was received.

And then, you should give us some photos, at least 5-6 photos of products.

A product may only be exchanged for a product of the same, or lesser, value. If you wish to exchange for a more expensive product, a return must be made and we will issue a full refund. You are able to place a new order for the correct item at your own convenience.

If you wish to exchange or return your order, please contact us thanhthi.potteryvn@gmail.com; we will be happy to provide you with further instructions.