Refund policy

We have a 30-day return window, which means you have 30 days after receiving your item to request a return.

Eligibility

To be eligible for a return, your item must be in the same condition that you received it—unused, unwashed, with tags attached, and in the original packaging (including any inserts, dust bags, or protective materials). A receipt or proof of purchase is required.

Please note: Many of our goods are artisan-made and/or fragile. Pack returns carefully in the original inner/outer packaging to help prevent damage in transit.

How to start a return

Email us at admin@atlasandkiln.com to request a return authorization. Please include your order number and a brief note about the reason for the return.

If your return is accepted, we’ll send a return shipping label (or shipping instructions for oversized items) and tell you where to send your package. Items sent back without a return authorization cannot be accepted.

  • For standard returns, customers are responsible for return shipping costs unless the item is defective, damaged, or sent in error.

  • Original shipping charges are non-refundable.

  • For international returns, duties/taxes paid to customs are non-refundable and may be reclaimable with your local authority.

Damages & order issues

Please inspect your order upon delivery and contact us right away if an item is defective, damaged, or the wrong item so we can make it right.

  • For damage claims, email photos of the packaging and the item within 7 days of delivery to admin@atlasandkiln.com so we can file a carrier claim and arrange a replacement or refund.

Exceptions / non-returnable items

Some items can’t be returned:

  • Custom or made-to-order items

  • One-of-a-kind/vintage items marked final sale

  • Gift cards

  • Sale/clearance items marked Final Sale

If you’re unsure about a specific item, please ask—we’re happy to help.

Exchanges

The fastest way to get the item you want is to return the item you have. Once your return is accepted, place a new order for the replacement.

European Union – 14-day cooling-off period

If your order ships into the EU, you have the right to cancel or return your order within 14 days, for any reason and without justification. Items must be unused, with tags, and in the original packaging, and you’ll need the receipt or proof of purchase.

Refunds

We’ll notify you once we’ve received and inspected your return and let you know if the refund is approved. If approved, we’ll issue a refund to your original payment method within 10 business days. Your bank or card issuer may take additional time to post the refund.

If more than 15 business days have passed since your return was approved, please contact us at admin@atlasandkiln.com