Last updated 18 August 2026
Delivery, Returns & Claims
What to expect from the written quotation to the safe arrival of your work.
Your written order
We confirm the exact work, current condition, seller, price, currency, destination, packing, delivery plan, insurance and expected dispatch window before payment. An enquiry does not reserve a work. Your order is formed only when the written quotation or order confirmation is accepted and payment is received as stated there.
Packing and dispatch
Porcelain is packed for the individual object and route, using protective inner packing and an outer carton or crate where the work requires it. Packing and delivery charges are shown before payment. Tracking details are shared after collection by the carrier. Delivery dates are estimates and can move because of customs, weather or carrier disruption.
Delivery and transit insurance
When Crafted Wonders arranges the carrier, transit insurance to the declared invoice value is included unless the quotation clearly says otherwise. Responsibility for loss or damage passes when the work is delivered to you or a person you authorise to receive it. If you appoint your own carrier, responsibility passes when the work is handed to that carrier, and you arrange the insurance and any carrier claim.
Import taxes and duties
Unless the written quotation says that destination charges are included, the recipient is responsible for import VAT, customs duty, brokerage, storage and other charges assessed in the destination country. Any estimate is guidance only; the customs authority makes the final assessment. On a change-of-mind return, these charges are not refunded by Crafted Wonders, although you may be able to reclaim them from the relevant authority.
If a parcel arrives damaged
Please inspect the outer package before accepting it. Note visible damage on the carrier record, photograph every side of the unopened package, the label, inner packing and the work, and keep all packing. Tell us within 72 hours of delivery so we can protect the carrier and insurance claim. An unedited unpacking video is helpful where available, but it is not the only form of evidence. For damage that could not reasonably be seen on delivery, contact us as soon as it is discovered.
How a damage claim is resolved
Send your order reference and evidence to contact@craftedwondersart.com. We will review the work, packing and carrier record with you. Depending on the work and the issue, the resolution may be a repair, replacement, agreed price adjustment, or return and refund. We cover reasonable return costs when the wrong work was sent or the work arrived damaged or materially different from the written order.
Returns for a change of mind
For an eligible in-stock work, contact us within 14 calendar days after delivery. The work must be unused, in the condition received and returned with its original packing after we provide return instructions. You are responsible for the original delivery charge and the tracked, fully insured return journey. We refund the work price after the return is received and checked.
Bespoke and specially sourced work
Made-to-order, personalised, altered, specially sourced or specially reserved works cannot be cancelled or returned for a change of mind once the agreed work has begun or the reservation has been confirmed. This does not affect a claim for damage, a material difference from the written order or any right that cannot lawfully be limited.
Return approval and refunds
Contact us before sending anything back so we can confirm the address, carrier and insurance requirements. Unauthorised or uninsured returns may delay a claim. An approved refund is sent to the original payment source within 14 calendar days after the returned work is received and checked; banks and payment providers may take additional time to show it.
Law and resolving a concern
Orders are governed by the laws of the People's Republic of China. Please contact us first so we can try to resolve the concern directly. If it remains unresolved, the competent court at the seller's domicile has jurisdiction unless the written quotation provides an agreed arbitration forum or mandatory law requires another forum. Nothing in this policy removes consumer rights that cannot legally be excluded.
When the written order is more specific
The written quotation or order confirmation can add work-specific terms for packing, insurance, delivery, returns or dispute handling. Those terms take priority for that order, except where mandatory law gives you a right that cannot be limited.
Frequently asked
The practical details, in one place.
If your destination or work needs a different arrangement, it will be set out in the written quotation.
Can I buy directly online?+
The collection is sold by direct enquiry. We confirm the exact work, current availability and destination before sending the written quotation.
Do you ship internationally?+
Yes, where a suitable carrier and route are available. Share the destination with your enquiry and we will set out the packing, insurance, import charges and expected timing before payment.
Is shipping insurance included?+
It is included for a shipment arranged by Crafted Wonders unless the written quotation clearly says otherwise. The quotation identifies the declared value. If you use your own carrier, you arrange the insurance.
Do I need an unpacking video?+
A continuous, unedited video can help explain a transit claim, but it is not the only evidence we consider. Clear photographs, the carrier record, the shipping label and all original packing are also important.
Can I return a work?+
Eligible in-stock works may be returned for a change of mind when you contact us within 14 calendar days after delivery. Bespoke and specially sourced works are excluded unless there is damage, a material difference from the written order or a mandatory right applies.
Can I request additional photographs?+
Yes. Use the artwork enquiry or private viewing service to request specific views such as scale, reverse, base, mark, surface detail, condition or packaging.
Are works safe for food or dishwashers?+
Do not assume a work is food-safe, microwave-safe or dishwasher-safe unless the written work-level information explicitly confirms it.