Refund policy


Denise Celia Curated – Hand-built Ceramic Vessels

At Denise Celia Curated, each vessel is hand-built, sculpted, and finished with slow, intentional care. Because of the fragile and unique nature of the work, packaging and shipping are handled with extra attention.

Shipping

South Africa

All orders within South Africa are shipped via trusted local couriers. Every parcel is securely wrapped, labelled FRAGILE, and handled with care to protect delicate sculpted details.

Flat-rate shipping for ceramic vessels:

  • Small parcels under 1kg: R250

  • Parcels between 1–2kg: R450

  • Vessels or parcels over 2kg, or multiple larger pieces:
    Please email me for a custom shipping quote and include the item code or product name in your message.

For international shipping enquiries, you’re welcome to get in touch directly to explore available options.

Orders & Lead Times

If the item is in stock, it will usually be dispatched within the same week.
If the piece is made to order, the timeframe and delivery details will be discussed with you personally before payment is finalised.

The cost of delivery will always be confirmed before you complete checkout or send payment.

Tracking & Responsibility

Tracking details will be provided for all courier shipments where available. Once your order has left the studio and has been handed over to the courier, responsibility for safe delivery passes to the buyer.

Delivery times may vary based on location and courier schedules, and Denise Celia Curated cannot be held liable for delays or non-delivery caused by the courier service.

Lost or Missing Parcels

If a parcel goes missing in transit or is marked as delivered but cannot be located, a claim must be opened directly with the courier service used.

If tracking shows that an order has been delivered and you are unable to find it, Denise Celia Curated is unfortunately not able to issue a refund or store credit, as risk passes to the buyer once the parcel is handed to the courier.

Stock Availability

The online shop is updated regularly, but because each piece is handmade and produced in small batches, occasional stock discrepancies may occur.

If you purchase an item that is listed as in stock but is no longer available, you will be contacted with options to:

  • commission a similar piece (with an estimated lead time), or

  • receive a full refund.

Returns

Because each piece is handmade and often one-of-a-kind, returns are only accepted for items that arrive damaged or faulty.

Please inspect your parcel as soon as it arrives. If your piece has been damaged in transit or you have received the incorrect item, contact me immediately so that I can assist.

Natural variations in shape, size, surface texture, and glaze movement are expected in hand-built ceramics and are part of their character. These are not considered defects and are not grounds for return.

Custom orders, sale items, and gift vouchers are non-returnable.

Refunds for Damaged Items

All sales are final, except in the rare case of damage during shipping.

If your piece arrives damaged, please email me as soon as possible at info@denisecelia.com with:

  • Your order number

  • Clear photos of the damaged piece

  • Photos of the outer box and internal packaging

This information helps me assess the claim and work with the courier where possible. Depending on availability, I will either:

  • remake/replace the piece, or

  • arrange a refund.

This helps us evaluate the claim and arrange a refund or replacement, depending on availability.

Return shipping costs for damaged items are the responsibility of the buyer unless otherwise agreed.