Refund policy

At Nicelain, we combine traditional craftsmanship with modern design. Because our ceramic products are handmade and delicate, we have specific guidelines to ensure a fair return process.

Return Window

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.

Eligibility for Returns

To be eligible for a return, your item must be in the same condition that you received it:

  • Unused and in its original state.

  • In its original packaging (essential for the safe transport of ceramics).

  • Including all tags and the receipt or proof of purchase.

How to Start a Return

To initiate a return, please contact us at info@nicelain.com.

Note: Returns must be sent to the address provided by our team after your request is approved. Items sent back to us without first requesting a return will not be accepted.

Damages and Issues (Important for Ceramics)

Since ceramics are fragile, please inspect your order immediately upon reception. If the item is defective, damaged, or if you receive the wrong item, contact us at info@nicelain.com within 24 hours of delivery.

  • Please include clear photos of the damaged item and the packaging.

  • We will evaluate the issue immediately to offer a replacement or a refund.

Non-Returnable Items

Certain items cannot be returned:

  • Custom Products: Special orders or personalized ceramic pieces.

  • Sale Items: Items purchased during a sale or with a gift card.

  • Used Items: For hygiene and safety reasons, ceramic items that show signs of use (e.g., food stains on tableware) cannot be returned.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-Day Cooling Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. The item must still meet the eligibility criteria mentioned above (original packaging and unused).

Refunds

Once we’ve received and inspected your return (to ensure no damage occurred during shipping), we will notify you if the refund was approved.

  • If approved, you’ll be automatically refunded on your original payment method within 10 business days.

  • Please note that your bank or credit card company may take additional time to process the refund.

If more than 15 business days have passed since we’ve approved your return, please contact us at info@nicelain.com.