Frequently asked questions
What is the return policy?
We strive to keep every customer happy, If this isn’t the case, let us know here : Lucie@luciedemoyencourt.com
and we’ll do our best to work with you to make it right. We will accept returns and process refunds to our customers on all our ceramics provided that the item(s) are returned to our studio undamaged, checked by us and then we can issue a refund.
Our Fine Art Prints cannot be refunded as they are printed on demand. If your print arrives damaged please email us a photograph and we will take it from there.
What if my shell arrives broken or damaged?
If your Item arrives in a less than perfect state, please email Lucie@luciedemoyencourt a phtograph of the item, and its packaging, this will help us to see if we need to claim from our shippers for this. We do our best to either refund or resend our a similar piece depending on the situation. The shipping cost of the new piece would have to be additionally paid for.
When will I get my order?
We try to package your items within a week of the order, for very large orders, it may take up to 10 days, please bear with us as we are a small studio with a large output and we like to pack each package very carefully. You should receive tracking orders in your email within 1 -10 days from the day or purchase. Shipping times vary depending on your selection at checkout, for South African deliveries it is 3 days, for UPS economy shipping it could be up to 20 days, and for Fedex door to door it is 3-5 working days.
How much does shipping and tariffs cost?
Shipping is calculated based on your location and the items in your order. You will always know the shipping price upon checkout.
For our lovely American Clients we are sorry to be lawfully obliged to add the Trump tariffs to all our invoices. for South Africa this is an additional 30%. To be clear this 30% is not going into our pockets but to our shipping handler who will then pay to the US.
Can you combine my orders?
If you have placed Multiple orders, we will ask you about combining shipments and if any refunds on shipping costs are due to you, we will refund these at the time of booking the shipments.
Thank you for browsing our website, we hope to hear from you soon!
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