Refund policy

Your satisfaction with the order is essential to us. We are available to answer any questions you might have (size, material, colour, design etc.)

Even though we package the item(s) with extra care, accidents do happen. Ceramic items are very fragile and breakable. If you find that your item has been damaged in the post, we will either send you a replacement OR refund you the item's cost at our discretion. To process the return, you must contact us within five days of delivery and provide your phone number, images of the item in the package, and the box it arrived in. Please note that Canada Post will not insure items sold on this site, as they are considered “fragile” items. For more information, please do not hesitate to contact us.  

If for any reason, you are not happy with your order, we are pleased to facilitate a return. Please send a 'Refund Request' email with photos of the item and your order confirmation details within five days of the order's delivery. All refunds and discounts are calculated less original shipping costs (sometimes included in the item's cost) once the item has been received in the same condition the item was sent. The item must be shipped back WITH tracking. Please note that orders shipped back without the approval of refund will not be accepted. 

Broken or damaged items will not be refunded. If your item has broken, please do send an email as we have a replacement policy.

You can always contact us for any return question at ann@golemdesigns.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain items cannot be returned, like custom products (such as special orders or personalized items) and wholesale orders. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.