ÈRAS - Refund & Return Policy

Refund policy

We have a 14-day return policy. You have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition you received it - unused, unwashed, and in its original packaging. Please re-ship returns in your original packaging; without it, ceramic items will not survive the trip back, and the return cannot be processed.

To initiate a return, please email us at support@studioeras.com with your order number.

If your return is accepted, we'll reply with the return address and instructions. Customers are responsible for return shipping costs. We strongly recommend purchasing tracking and insurance for the full value of your order - we cannot process returns for pieces that arrive damaged in return transit. Items sent back to us without first requesting a return will not be accepted.

A note on handmade variation

Each ÈRAS piece is shaped, glazed, and fired by hand. Slight variations in color, glaze flow, surface texture, weight, and dimensions are intrinsic to the medium and are not defects. Two pieces from the same collection will share a family resemblance but will not be identical - and we think that's the point. These variations are not eligible for return as defects.

Damages and issues

Please inspect your order upon delivery and contact us immediately if your piece is defective, damaged, or if you received the wrong item. We'll evaluate the issue and make it right.

If your item was damaged in transit, please take photos of:

  • The damaged piece

  • The inside of the shipping box, including the packing materials

  • The exterior of the box and the shipping label

Send the photos to support@studioeras.com along with your order number. Please keep all original packaging until your claim is resolved - we may need it to file a claim with the carrier.

For verified damage or defects, we will replace the piece. If a replacement is not available, we'll issue a full refund for the price of the damaged piece. Damaged or defective items do not require return shipping at your cost - we cover it.

Care and use

To keep your ÈRAS pieces beautiful for as long as possible:

  • Hand-wash with a non-abrasive sponge and mild soap; air-dry or pat dry with a soft cloth.

  • Avoid the microwave, dishwasher, oven, stovetop, and freezer.

  • Avoid sudden temperature changes - don't pour boiling water into a cold piece, or place a hot piece on a cold surface.

  • Avoid abrasive cleaners or scouring pads.

Damage caused by use outside this guidance is not covered by our policy.

Exceptions / non-returnable items

The following are not eligible for return:

  • Sale or final-sale items (clearly marked at point of purchase)

  • Gift cards

  • Items showing wear, washing, or use of any kind

  • Items returned without their original packaging

  • Items damaged after delivery from drops, thermal shock, or use outside the care guidance above

  • Variations in glaze, color, texture, or dimensions characteristic of handmade work

Refunds

Once we receive and inspect your return, we'll let you know whether the refund has been approved.

If approved, we'll refund the purchase price to your original payment method, minus original shipping costs. Return shipping costs paid by the customer are not refunded. Please allow 5-10 business days for your bank or credit card company to process and post the refund.

For damaged, defective, or wrong items, refunds are issued in full and we arrange and pay for any return shipping required.


Exchanges

We don't process direct exchanges. The fastest way to swap a piece is to return your original order for a refund, then place a new order for the piece you want - at the same time, or whenever you're ready.

Customers are responsible for shipping costs on the new order.

Limitation of liability

To the fullest extent permitted by law, our liability for any claim arising from the purchase or use of an ÈRAS piece is limited to the purchase price of that piece. We are not liable for indirect, consequential, or incidental damages.

This does not affect any rights you may have under applicable consumer protection laws that cannot be limited or excluded by contract.

Governing law

This policy is governed by the laws of the State of California, without regard to conflict-of-law principles. Any dispute arising from this policy will be resolved in the courts of San Mateo, California

Contact Questions?
Email support@studioeras.com. We answer within 1 business day

Last updated: 05/31/2026