DELIVERY AND RETURNS POLICY

Please note: This shipping and returns policy applies exclusively to retail sales made through our website.

For professional, wholesale, or large freight shipments (LCL/FCL), please refer to our B2B General Terms & Conditions.

Worldwide Shipping

We are thrilled to ship our Cambodian ceramics to most international destinations! All retail shipments are dispatched via DHL Express. If your items are in stock, your package will typically reach your location within 5 to 7 business days from dispatch.

Embracing “Perfect Imperfections” (Handmade Disclaimer)

Our genuine stoneware ceramics are handmade treasures. Because they are crafted from natural raw materials and shaped by human hands—taking days or even months to complete—no two pieces are exactly alike. You are shopping for “perfect imperfections.” Slight variations in color, shape, glaze, and finish are natural occurrences of the artisan’s handiwork and are what make your piece 100% unique!

Breakage & Lost Shipments

Our pieces are packaged with extreme care and must pass a rigorous 1-meter (3-foot) drop test before leaving our facility. While exceptionally rare, international transit can sometimes result in breakage.

* Due to the fragile nature of ceramics, standard courier insurance often does not cover these goods.

* In the unfortunate event of breakage, we will provide complimentary replacement pieces capped at a maximum value of 5% of your total order amount.

* Please note: All logistics, transport, and international customs fees for shipping replacement items will remain the responsibility of the customer.

Custom & Personalized Items

If the Company manufactures items to a specified order, custom design, or according to the Customer’s unique specifications, these items are Final Sale. We cannot accept returns, exchanges, or offer credit for customized parts.

Returns & Exchanges

We gladly accept returns for exchange only within 14 days of receipt. We do not offer cash refunds. All discounted or “Sale” items are Final Sale.

* Condition: Items must be returned in their original, unused condition.

* Risk & Freight Cost: The return transport to our facility in Cambodia is entirely at the Customer’s expense and risk. We highly recommend using DHL with insurance.

* Cambodian Import Duties & Customs Fees (Important): Please be advised that returning goods into Cambodia incurs strict import duties, local taxes, and administrative customs clearance fees. The Customer is 100% responsible for paying all inbound taxes, duties, and carrier clearance fees. Any return shipment that arrives with unpaid customs charges will be strictly refused and returned to the sender at their own expense.

* Process: The Company’s acceptance of a return shipment does not guarantee an immediate exchange. Final approval for an exchange will be granted only after we have received and inspected the physical condition of the returned piece(s), and confirmed that all associated import and customs fees have been settled in full.

How to Initiate a Return

Before shipping any items back, please contact our customer service team by email at: hello(at)khmerceramics.com. Our team will provide you with the exact return address and instructions.

Shipment of exchanged or replaced items from Cambodia back to you will be at your charge and will be sent via DHL.

Thank You!

Our priority is you.

This policy is written to provide complete transparency so you can shop with confidence.

Thank you for supporting Khmer Ceramics & Fine Arts Centre Cambodia, and for bringing a piece of our heritage into your home!