Return policy

We strive to make sure our customers are completely happy with their purchases from our handmade ceramics shop. If for any reason you’re not satisfied with your order, we offer a simple and transparent return policy.

Return conditions

1. Return period
   You can return an item within 14 calendar days of receiving your order.
2. Item condition
   The item must be returned in its original condition, with no signs of use, damage or wear. All original packaging, labels and accessories must be kept.
3. Non-returnable items
   • Made-to-order or personalized items.
   • Items damaged due to improper use.

Return procedure

1. Contact us
   Before returning an item, please contact our support team by phone +380936639411 or send an email to info@trueself.com.ua with the subject “Order return”. Our team will help you with the details.
2. Packing the item
   Pack the item properly to prevent damage during transit. We recommend using the original packaging.
3. Shipping the item
   Send the item to: address. Please note that return shipping costs are paid by the buyer unless otherwise stated in the terms.

Refund

Once we receive and inspect the item, we’ll send you an email confirming receipt. The refund will be issued to the same payment method used for the purchase within 7–10 business days.

Exchanges

If you’d like to exchange an item for another one, please contact our support team to check availability and exchange terms.

We always strive to resolve any issues so that your shopping experience is a pleasant one!