FAQ

​Can porcelain be shipped safely?

 

You would be surprised to find out how well these fragile items ship. The key is expert packaging and using reputable transport companies. We are experts in the safe packaging of porcelain items and you do not need to worry about whether your items will arrive safely.

 

When can I expect my item to arrive?

 

Your item will be shipped after receipt of funds, unless agreed otherwise in writing. 

We will ship your items within a maximum of 2 working days after payment (usually quicker). We cannot be held responsible for delivery times once the item has been shipped as this is at the shipper's discretion and, in case of international delivery, can be subject to customs delays, weather, holidays and/or political instability.

What happens if my item arrives late or damaged?

 

If your delivery failed to appear or was damaged in transit, please let us know as soon as possible and provide us with pictures of the damaged item and/or packaging. Cut off dates for this are 14 days after shipping, or 2 days after a damaged delivery. We will need to comply with shippers' regulations in order to follow up the issue, but it is vital that you let us know what is wrong as soon as possible. We will do anything we can to follow up faulty deliveries but cannot be held responsible if we have not been notified within the required time period. 

We always aim to have happy customers so if you have an issue with or questions about your item, please contact us within 14 days of receipt and we will do anything we can to resolve the issue with you! 

 

​Can I return my item?

 

Cancellations can only be accepted before the item has been shipped. Once an item has been shipped, the transaction cannot be cancelled anymore.


Returns need to be requested within 2 days of receipt of the item and completed within 14 days from the date they have been agreed in writing.

If you want to return an item because you changed your mind, you will be responsible for the return shipping. We will only pay for return shipping if we have mutually agreed that the item did not satisfy your expectations. 

You are subject to the Consumers Rights Act, which protects your rights buying over the internet.

 

We always aim to have happy customers so if you have an issue with or questions about your item, please contact us within 14 days of receipt and we will do anything we can to resolve the issue with you! 

Why does my box look used?

We believe it is important to do things in a sustainable way. As packing materials and international shipping contribute to global warming, we try to reduce these effects by recycling packing materials whenever we can. We only buy new materials if really necessary, and only materials of a sustainable nature.

© 2019 by Gentle Rattle of China - copyright on all images and text

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