Returns & Refunds Policy

Last Updated: September 27, 2024

At Do Do Chang, every ceramic piece is carefully handmade, inspected, and prepared with attention to detail. Because our products are handmade and often delicate, we understand that customers may occasionally need to return an item or request a refund.

This Returns & Refunds Policy explains when returns, exchanges, and refunds may be available and how to contact us if you have an issue with your order.

1. Our Commitment

We want you to be happy with your Do Do Chang purchase. Each ceramic piece is made and inspected with care before being shipped.

Because handmade ceramics are individually created, slight differences in shape, texture, glaze color, size, or finish may naturally occur from one piece to another. These variations are part of the character of handmade ceramics and are generally not considered defects.

However, if your item arrives damaged, defective, incorrect, or significantly different from what you ordered, please contact us so that we can review the situation and help find an appropriate solution.

2. Return Eligibility

We generally accept return requests for eligible unused items when the request is made within 30 days of delivery.

To be eligible for a return, the item should:

Be unused and in its original condition.
Be free from damage, stains, or signs of use.
Include the original packaging and protective materials when reasonably possible.
Be accompanied by the relevant order information.
Be returned within the applicable return period.

Certain items may not be eligible for return because of their nature, condition, customization, or other applicable restrictions.

If you are unsure whether your purchase qualifies for a return, please contact us before sending anything back.

3. Handmade Variations

Our ceramics are handmade rather than mass-produced. As a result, small variations may occur naturally.

Minor differences in glaze color, surface texture, shape, dimensions, or small handmade marks may be present. These characteristics are part of the individual nature of handmade ceramics and do not necessarily indicate that a product is defective.

We encourage customers who appreciate handmade products to understand that no two individually crafted pieces are expected to be perfectly identical.

4. Damaged Items

We take special care when packaging ceramic products, but unexpected damage can occasionally occur during transportation.

If your order arrives damaged, please contact us as soon as possible at order@dodochang.com.

To help us evaluate the issue, please provide:

Your order number.
Your name and contact information.
Clear photographs of the damaged product.
Photographs of the exterior shipping package.
Photographs of any visible damage to the packaging.
Photographs of the internal protective materials.
A brief description of the damage.

Please keep the damaged product and original packaging until we have completed our review. The information and photographs may be necessary to understand the condition of the shipment and determine the appropriate resolution.

Depending on the circumstances, we may offer a replacement, refund, or another appropriate solution.

5. Incorrect or Defective Items

If you receive an item that is different from the product you ordered, or if the item has a manufacturing defect that materially affects its intended use, please contact us at order@dodochang.com.

Please include your order number and photographs showing the issue.

After reviewing the information, we will determine the appropriate solution. Depending on availability and circumstances, this may include a replacement, exchange, refund, or other reasonable resolution.

6. How to Request a Return

Before returning any item, please contact us at:

Email: order@dodochang.com

Please include your order number, the name of the item you wish to return, the reason for the return, and any relevant photographs.

Do not send an item back without first receiving return instructions from our team. Unauthorized returns may not be processed correctly.

If your return request is approved, we will provide instructions regarding where and how to send the item.

7. Return Shipping Costs

Unless an item arrives damaged, defective, incorrect, or otherwise qualifies for a return at our responsibility, the customer may be responsible for the cost of return shipping.

Original shipping charges may not be refundable where permitted by applicable law.

For approved returns caused by an issue with the product or an error on our part, we will review the circumstances and determine the appropriate shipping solution.

8. Packaging Your Return

Ceramic products are fragile and must be packaged carefully.

When returning an item, please use appropriate protective packaging to reduce the risk of damage during transportation. Whenever possible, use the original packaging and protective materials.

Do Do Chang cannot be responsible for damage caused by inadequate packaging during a customer-initiated return.

We recommend obtaining a shipping receipt and tracking number and keeping the information until the return has been fully processed.

9. Refunds

Once an approved return has been received and inspected, we will notify you regarding the status of your refund.

If your refund is approved, the applicable amount will generally be credited to the original payment method used to place the order.

The time required for the refund to appear in your account may depend on your bank, credit card company, payment provider, or other financial institution.

Refund processing times may therefore vary after we initiate the refund.

10. Partial Refunds

In certain circumstances, a partial refund may be considered if an item has minor issues that do not substantially affect its intended use and a return is not required.

Any partial refund will be determined based on the individual circumstances of the order and will be communicated to the customer before processing whenever reasonably possible.

11. Exchanges

If you would like to exchange an item for another product, please contact us at order@dodochang.com before returning the original item.

Exchanges may depend on product availability and the condition of the returned item.

If the requested replacement is unavailable, we may offer another appropriate resolution, such as a refund.

12. Non-Returnable Situations

A return may not be accepted when an item has been used, damaged after delivery through customer handling, altered, modified, or returned outside the applicable return period without prior approval.

Normal characteristics of handmade ceramics, including minor variations in color, glaze, texture, shape, or finish, are generally not considered defects.

We reserve the right to review each return request individually and apply this policy in accordance with applicable laws and regulations.

13. Cancellations

If you need to cancel an order, please contact us as soon as possible at order@dodochang.com.

We will make reasonable efforts to accommodate cancellation requests received before an order has been processed or shipped. Once an order has entered processing or has been shipped, cancellation may no longer be possible and the order may instead need to follow the applicable return procedure.