Refund policy

Everything we make is made from scratch, which is why we do pre-orders for most of our ceramic items. If you do have an issue with a damaged product, please see below.

You can always contact us with any questions at info@theorchidden.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right. We carefully package each item so that it arrives to you in perfect condition, but because of the natural, fragile state of pottery, on occasion something may be damaged. Please contact us and take as many photos of the damaged box (top, bottom, and all four sides), as well as the pottery and send to us at info@theorchidden.com. Once a claim is approved you will get a credit to your next order. Broken and damaged pots are not the responsibility of The Orchid Den and should be resolved with the shipping company by the consumer. Claims received more than 7 days passed the delivery date may not be eligible for credit or replacement.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as plants) and custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
Since most of our products are custom made and ordered, we do not offer exchanges.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.