Returns & Refunds

Fired clay and hand-blown glass sometimes do not survive a courier, however well they are packed. When that happens it is our problem, not yours.

Email hello@oroviatable.com within 14 days of delivery with a photograph of the damage and your order number. We will replace the piece or refund it in full — including the shipping you paid — whichever you prefer. You choose; we do not.

You will not be asked to send a broken piece back. Please keep the item and its packaging until we have replied, because the courier occasionally asks to see how it was packed, but once we have answered you can dispose of it.

Replacements ship within two business days of us confirming, on the same service you originally paid for. If a piece from a set arrives broken we replace that piece, not the whole set.

Any unused piece can be returned within 30 days of delivery, for any reason or none. It needs to be unused and back in its original packaging — a plate that has been eaten off or a glass that has been drunk from cannot be resold and cannot be returned.

Email hello@oroviatable.com with your order number. We authorise the return and send you a prepaid shipping label by email. There is nothing to arrange yourself, nothing to pay, and no restocking fee.

Because every return travels on a label we issue, we do not publish a returns address and you should never post anything to us unprompted. A parcel sent without an authorised label may not reach the right place.

Every piece in the catalog is made by hand, and each product page states exactly where pieces differ from one another — speckle density, rim regularity, glaze pooling, wall thickness, height. We publish that detail before you buy precisely so that what arrives is what you expected.

Variation of the kind described on the product page is not damage and is not grounds for a defect claim, though it is of course still covered by the ordinary 30-day return above. If a piece differs from its stated record in a way the page did not prepare you for, that is a defect and we will treat it as one.

Refunds are issued to the card that paid. We cannot refund to a different card, to a bank account, or as store credit unless you ask for credit specifically.

We process the refund within 5 business days of a return reaching us, or within 2 business days of agreeing a breakage claim. Card networks then take a further 3 to 10 days to post it to your statement — that part is outside our control and varies by issuer.

The original charge and the refund will both show as OROVIA on your statement.

If you do not recognise a charge, please email hello@oroviatable.com or call us before disputing it with your bank. We can almost always identify the order within an hour during opening hours, and a dispute costs you far more time than a phone call does.

Orders can be cancelled for a full refund at any point before they are dispatched. We pack once a day on business days, so in practice that means the same working day you ordered.

Once an order has been dispatched it becomes a return, on the terms above.