Refund policy

Because each piece is thoughtfully handcrafted, I want you to love your purchase. If for any reason you're not completely satisfied, please review the policy below.

Returns

To request a return, please email jess@themadeline.com within 5 days of receiving your order. Approved returns must be shipped back within 7 days of delivery.

Please note:

  • Return shipping costs are the responsibility of the buyer.

  • Items must be returned unused and in their original condition.

  • Please package your return carefully and purchase tracking, as refunds cannot be issued for items that are lost or damaged during return shipping.

  • Original shipping charges are non-refundable.

  • Please review all product descriptions, dimensions, and photos carefully before placing your order, as each handmade piece is unique.

The following items are not eligible for return:

  • Custom or personalized pieces

  • Gifted items

  • Perishable products

  • Pipes

Handmade Products

Every piece is individually handcrafted in my California studio. Slight variations in size, shape, glaze, texture, and color are a natural part of the ceramic process and make each piece uniquely yours. These variations are expected and are not considered defects or grounds for a refund.

Damaged Orders

If your order arrives damaged, please email jess@themadeline.com within 3 days of delivery.

Please include:

  • Your order number

  • Photos of the damaged item(s)

  • Photos of the shipping box and packaging

Depending on the item and current inventory, I'll either replace your piece or issue a refund.

Lost or Stolen Packages

Once your order has been handed over to the shipping carrier, delivery is outside of my control. If your tracking indicates your package has been delivered but you cannot locate it, please contact the shipping carrier first.

If you believe your package has been lost, please reach out and I'll do my best to help you work with the carrier to locate it. Unfortunately, The Made Line cannot be responsible for packages that are lost or stolen after they have been marked as delivered.

Incorrect Shipping Address

Please double-check your shipping address before placing your order.

If an incorrect address is provided and your package is returned to me, the buyer is responsible for any additional shipping charges required to resend the order.

Refund Processing

Once your return has been received and inspected, I'll notify you by email regarding the status of your refund.

If approved, your refund will be issued to your original payment method. Please allow 5–10 business days for your bank or credit card provider to process the refund after it has been issued.

Thank you for supporting handmade ceramics and small business. Every order is carefully crafted, packed, and shipped with great care, and I truly appreciate your support!

Need help? Email jess@themadeline.com and I'll be happy to help.