Last updated: 2026-02-07
Overview
We take great care with every shipment, but due to the delicate nature of ceramics, occasional damage can still occur.
Please note that all sales are final – contact us if your order is damaged.
This policy applies to all ceramic art and dishware sold at kjwest.com. By purchasing from our store you agree to the terms below.
Shipping damage (items damaged in transit)
If an item arrives damaged due to shipping:
- Photograph the damage immediately (packaging and item).
- Contact us within 48 hours of delivery at [email protected] with your order number and photos.
- You will be offered, at your choice:
- A full refund, or
- An exchange for the same item or a similar item (subject to stock availability).
We will arrange the next steps after reviewing your claim. For shipping-damaged items we will cover return shipping.
User-caused damage (drops, accidents, misuse)
We do not accept returns, refunds, or exchanges for items damaged after delivery due to customer mishandling, drops, accidents, or misuse. If you report damage that occurred after delivery, we may offer repair, replacement at cost, or store credit at our discretion — contact us to discuss options.
Refunds
We will replace items only if they are defective or damaged. If you are unhappy with your item, please contact us at [email protected] and we can discuss options, such as:
- A refund, or
- A similar item of equal value, or
- Store credit.
Reviews & shipping issues
Customer reviews are for the product itself. We ask that customers contact us first to report shipping damage so we can resolve the issue (refund or replace). While we will not restrict customers from leaving honest reviews, we request that reviews reflect the item rather than damage caused by carriers. If you experienced shipping damage, please contact us so we can help before posting feedback.
Recommended steps for customers receiving fragile items
- Inspect packaging and item immediately upon delivery.
- Photograph packaging and item if there is visible damage.
- Save original packaging until the inspection/return process is complete.
Contact & support
To report any issues, contact:
Email: [email protected]