GUARANTEE AND RETURN
Ilona van den bergh sincerely hopes that you are satisfied with your purchase.
All sales are final but In case you are truly not fully satisfied with your product(s), you can return the item(s) within **7 days** for a refund or exchange.
If your order arrives in a million pieces, contact ilona van den bergh within **2 working days** .The sad truth is, transport services are hard on packages. No matter how many layers of bubble wrap it is packed in. If this happens to you, here's what you do:
1. Immediately photograph the package and the broken piece(s).
2. Contact ilona van den bergh within **2 working days** after receipt of your package to let her know about the mishap. Don’t forget to send her the pictures of the package and the broken pieces.
3. we will work out together a solution to replace the broken pieces.
All returns/exchanges must be in new or unused condition in the original packaging. Ilona van den bergh is not responsible for return shipping costs nor for handling charges. In case of a lost parcel when returning an item, ilona van den bergh can not be held responsible.
Though quite some effort is put in describing and photographing all items as good as possible and because all articles are handmade and unique, colors and shapes can vary slightly on different screens.
Ilona van den bergh can refuse or not refund returned articles in some specific cases :
- articles that are made according to the specifications of the customer.(tailor-made, specific colors, personalized articles,…)
- The articles are used. (it is important to send back the products in the original packaging).
- The articles are returned damaged. Even if it is because of the transport company. Therefore make sure to pack the articles very well and have them insured for transport.
- The article was discounted, in promotion.
Due to the delicate nature of handmade ceramics, ilona van den bergh can not be responsible for broken pieces months down the line. Breakable things unfortunately sometimes break. The articles are made to be durable, but please use care. Even when the articles are dishwasher safe, handwashing is recommended for the longevity of your piece.