At hisilo, every handcrafted ceramic mug, cup, and artisan piece is thoughtfully crafted and carefully packaged with attention to every detail. We're committed to providing a secure, reliable, and enjoyable shopping experience from the moment you place your order until it arrives at your door.
30-Day Return Window
We accept eligible returns within 30 days of delivery. To request a return, please contact our customer support team.
As many hisilo products are handcrafted, slight variations in glaze, texture, shape, color, brushwork, kiln marks, and finish are natural characteristics of the craftsmanship and are not considered defects.
Eligible Return Conditions
To qualify for a return, items must be:
• Unused and in their original condition
• Returned in the original packaging whenever possible
• Free from damage, misuse, or modifications
• Accompanied by proof of purchase
• Approved by our customer support team before being returned
Please note: As each hisilo ceramic piece is handcrafted, slight variations in glaze, color, texture, shape, and finish are natural characteristics of handmade craftsmanship and are not considered defects or eligible for return.
Non-Returnable Items
The following items are not eligible for return:
Personalized or custom-made products
Limited edition or one-of-a-kind handmade pieces
Gift cards
Final Sale items
Products damaged through misuse, accidents, or improper care after delivery
Please note: As every hisilo ceramic piece is handcrafted, natural variations in glaze, color, texture, shape, and finish are part of the unique character of each item and are not considered defects.
Damaged or Incorrect Orders
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery. Include your order number and clear photos of the product and packaging, and we'll work quickly to provide a suitable solution, such as a replacement or refund.
Refund Processing
Inspection Time
Within 3–5 business days after the returned item is received.
Refund Method
Refunded to your original payment method.
Processing Time
Your bank or payment provider may take an additional 5–10 business days to complete the refund.
Additional Information
Additional verification may be required for certain refunds.
Need Help?
Our customer support team is happy to assist with returns, refunds, replacements, or any questions about your order or our handcrafted ceramic products.
Thank you for choosing hisilo. We appreciate your support for handcrafted ceramics and are committed to providing a smooth, enjoyable shopping experience.
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