Last updated: October 6, 2026

Upon receiving your order, please inspect it and contact Ondou within 48 hours of delivery at info@ondoustudio.com if the item is damaged or if you received the wrong item.

Shipping

Every piece is packed with care for its journey. Once a parcel is handed over, it is in the carrier’s hands. Ondou cannot see where it is beyond the tracking link – but if anything goes wrong on the way, Ondou will handle the claim with the carrier for you.

Receiving damaged items

Please inspect your order on delivery and, if something is damaged, write to info@ondoustudio.com within 48 hours. Carriers accept claims only for a short time, and quick reporting keeps the case clear.

If possible, open the parcel in front of the courier before signing. In practice, carriers often treat a signature without remarks as confirmation that the parcel arrived in good condition. If the box looks damaged, please note it with the courier before signing – this keeps the claim with the carrier possible.

Please take photos of:

• the outside of the box, including any visible damage;
• the shipping label;
• the inside of the box, showing the cushioning around the item;
• the item itself.

Keep all packaging until the case is closed. Ondou will offer a replacement, if available, or a full refund.

Receiving the wrong item

This has never happened so far – but Ondou is a one-human studio, not run by robots. If it does, please write to info@ondoustudio.com within 48 hours of delivery. Ondou will cover return shipping and send the correct item or issue a full refund.

Lost parcels

Delivery times depend on distance and customs:

• within the EU – please allow 20 days from the shipping confirmation before reporting a parcel as lost;
• outside the EU (such as the United States or Australia) – regular delivery can take 1–2 months, so please allow at least 60 days.

Before writing, check the tracking link, call your national post services, ask neighbours or household members, and confirm the delivery address in your order.

If it still hasn’t arrived, write to Ondou. You will be asked for a short written statement that the parcel was not received, as required by the postal service. Ondou will open an investigation with the carrier and offer a replacement or a full refund.

Returns for personal reasons

Each piece is made by hand, slowly, over many days. Every listing carries its measurements, notes on surface and glaze, and photographs updated with each new batch – so you know what to expect.

Not every piece from a batch can be photographed, so the one you receive may differ slightly from the images. This is noted on each product page, and it is part of what makes the piece yours.

Please take a moment reading and observing before ordering. For a one-person studio, a return means a piece travels twice and waits for its next home.

If it still doesn’t feel right once it arrives, you are free to return it.

Customers in the European Union and Norway may withdraw from a purchase within 14 days of receiving the item, without giving a reason.

Before sending anything, please write to info@ondoustudio.com. You will receive the return address and packing instructions.

1. Notify Ondou within 14 days of delivery – by email or using the form below.
2. Send the item back within 14 days of notifying Ondou.

Return shipping costs are covered by you, and the piece travels back at your risk. You may handle the piece only as you would in a shop. If it has been used beyond that, a deduction may be made for its reduced value.

The right of withdrawal does not apply to custom-made or commissioned pieces made to your specifications.

For orders delivered outside the European Union, Norway and the United Kingdom, returns for personal reasons are not accepted. Damaged, incorrect or lost items are covered as described above.

Packing a return

Ceramics are strong in use but fragile on the road. A few simple steps help the piece come back whole:

• Follow the original packaging rules: The original box and cushioning were chosen for this piece – if they are still in good condition, use them again. If not, use something similar.
• Wrap the piece in paper or bubble wrap, covering every edge and the rim.
• Fill the inside of cups and bowls with crumpled paper, so the walls are supported from within.
• Leave at least 5 cm of cushioning on all sides, top and bottom. The piece should never touch the walls of the box.
• Use a sturdy box. For delicate or larger pieces, place the wrapped box inside a second, larger box with additional cushioning between them.
• Shake test. Close the box and shake it gently. If you feel or hear movement, add more cushioning.
• Seal all seams with strong packing tape – top, bottom and edges.
• Mark it fragile. If the original fragile tape no longer holds, write FRAGILE clearly on the top and sides of the box.
• Take a photo of the packed piece before closing the box. If anything happens on the way, it helps with the carrier’s claim.
• Choose tracked shipping and send Ondou the tracking number once the parcel is on its way.

Thank you for taking this care – it means a lot to a one-person studio.

Refunds

Ondou will refund the full amount paid, including standard shipping costs, within 14 days of your withdrawal notice. The refund is made once the item is received back, or once you provide proof of sending – whichever comes first.

Refunds go to the original payment method. Banks and card providers may take additional days to process them; this is beyond Ondou’s control.

Legal guarantee

All pieces are covered by the statutory guarantee of conformity under EU law: each piece must match its description and be fit for normal use when delivered. This does not cover wear, accidental breakage or misuse. Variations in glaze, colour, texture and form are part of handmade work, are shown in the photographs and descriptions, and are not defects.

Withdrawal form

If you’d like, copy this form, complete it and send it to info@ondoustudio.com. A simple email with the same information works just as well.

To: Ondou Studio, Greta Rekštytė, info@ondoustudio.com
I hereby give notice that I withdraw from my contract of sale of the following item(s):
Ordered on / received on:
Name:
Address:
Date:

Disputes

If a question cannot be resolved directly, consumers may contact the State Consumer Rights Protection Authority of Lithuania.

Need help?
info@ondoustudio.com