Returns & Price Adjustments

When an item from mackenziechildusa.shop arrives damaged or is not the SKU you paid for, write within fourteen days to mackenzie-childs@gmail.com. Include the order number and a photograph. We replace the piece or refund that line. Keep the carton and inner wrap until we say whether they must come back. Brush variation, a glaze pool, or a small studio mark that belongs to handmade work is not damage.

Unused goods in original packing may come back within fourteen days of delivery for a change of mind. Return postage on a change-of-mind carton is yours unless we shipped the wrong piece. Wait for our return note before you post, so the inbound can be matched. A carton without that note can sit unidentified on the dock.

Start a return by emailing the order number, the product name, and a brief reason. For unused goods, confirm that lids, hardware, and cards from the box are present. We reply with the address and label instructions. Do not take the parcel to a retail barn or an unrelated shop; those desks are not this website’s returns dock.

Refunds return to the original tender after inspection. Inspection looks for use, washing, assembly, and missing parts. A piece that has been used at a table, washed, or fitted with hanging hardware is not unused. A partial refund may apply if only part of a set returns. A return that is not sellable can be refused.

Later catalogue drops do not trigger an automatic price adjustment on a completed sale. If we sent the wrong finish or size, we correct that line by replacement or refund and we cover the return postage. If you ordered two finishes and kept one, send back only the unwanted line, still unused and still inside fourteen days.

Studio ceramics, enamel, and painted wood can show specks, a wandering line, and colour that reads differently in a home than under bench lights. Those traits are the character of the work and are not a basis for a defect return. A structural crack, a transit chip, or a different SKU than the page you paid for is a defect or a mis-ship and is handled as such.

A replacement travels under the same free-outbound method as the original sale. You are not charged to receive the correct piece. If stock is tight and the original must return first, the email will say so. Lost outbound cartons are traced; if the trace ends without delivery, we replace or refund the line.

A gift may be returned by the recipient when packing is unused and the fourteen-day window still runs from delivery. The refund typically goes to the original payer because that is how the processor recorded the sale. The order number is required; a gift message by itself often cannot locate the payment.

We do not take back goods that were altered after sale, goods missing original packing, or goods posted after the fourteen-day window unless a damage claim was opened in time. If a carrier held the first delivery so the box was opened late, write as soon as you open it and cite the scan dates. Those dates are reviewed in good faith.

Return questions, photograph reviews, and refund timing can be sent to mackenzie-childs@gmail.com or 800 327 8586. Paper mail may go to 3260 State Route 90, Aurora, NY 13026. Do not post a carton to that street until a return note for that order has been issued. An email with the order number and pictures is the shortest path to a same-day next step when the bench can answer.