Return Policy

Last updated: July 23, 2026

We want every PorcelainSoul piece to arrive as a keepsake you feel good giving or keeping. Please review this policy before placing an order, especially for custom or personalized pieces.

Returns

For eligible ready-made items, you may request a return within 30 days of delivery. Items must be unused, undamaged, and returned with their original packaging and accessories.

Custom, personalized, made-to-order, final sale, gift card, and digital items are not eligible for return unless they arrive damaged, defective, or different from what you ordered.

Damaged, defective, or incorrect items

Please inspect your order when it arrives. If an item is damaged in transit, defective, missing, or incorrect, contact us within 7 days of delivery with your order number and clear photos of the product and packaging. We will review the issue and offer a replacement, refund, or other reasonable solution.

How to start a return

Contact us at [email protected] before sending anything back. Include your order number, the item you want to return, and the reason for the request. Returns sent without approval may not be accepted.

Return shipping

Customers are responsible for return shipping costs unless the return is due to our error, a defective item, or shipping damage confirmed by our support team. We recommend using a tracked shipping service, as we cannot refund items that do not reach us.

Refunds

After we receive and inspect an approved return, we will notify you whether the refund is approved. Approved refunds are issued to the original payment method. Your bank or payment provider may need additional time to post the refund.

Original shipping charges, customs duties, taxes, and payment processing fees may be non-refundable unless required by law or the issue was caused by our mistake.

Exchanges

The fastest way to receive another item is to place a new order after your return is approved. If your item arrived damaged or incorrect, we may arrange a replacement instead.

Questions

For return questions, contact [email protected].