To Qualify for a Return

• The item must be in the same condition as when you received it
• Unused, undamaged, and with all original tags or labels still attached (if applicable)
• In its original packaging, including any protective wrapping or inserts
• Accompanied by your receipt, order confirmation, or other proof of purchase

Important

Items sent back to us without first requesting a return and receiving our written authorization will not be accepted. Please always start with an email to service@frissgonv.com — it helps us track your return and process it quickly. If you have any questions at any point in the process, just reply to our email and we will walk you through it.

Damaged, Defective, or Incorrect Items

We inspect every piece before it leaves our workshop, but ceramic and wood can be fragile in transit. Please inspect your order carefully when it arrives. If your item is defective, damaged in shipping, or not what you ordered, contact us immediately at service@frissgonv.com with photos of the item and packaging. We will evaluate the issue right away and make it right — whether that means a free replacement, a full refund, or whatever solution works best for you.

Non-Returnable Categories

• Custom or personalized products — pieces made specifically to your order cannot be resold
• Sale or clearance items — final sale, no returns or exchanges
• Gift cards — non-refundable and non-returnable
• Original shipping fees — the shipping cost paid at checkout is non-refundable (we will refund the product price only)

If you are unsure whether your item qualifies for a return, please contact us before sending anything back — we are happy to clarify.

Exchanges

The fastest way to get the piece you actually want is to return the original item and place a new order for the replacement. Here is how it works:

• Start a return for the item you would like to exchange (following the steps above)
• Once your return is accepted and processed, place a new order for the replacement piece
• Your refund for the returned item will be issued to your original payment method

This approach is faster and more reliable than a direct exchange, especially for handmade pieces with limited inventory. If you need help choosing the right replacement, just ask — we are happy to make a recommendation.

Refund Timing

Once we receive and inspect your return, we will notify you of the refund status. If approved, the refund is issued to your original payment method. Please allow up to 10 business days for the refund to be processed on our end.

Please note that your bank or credit card provider may require additional time to post the refund to your account — this is outside our control. If more than 15 business days have passed since your refund was approved and you still do not see it, please contact us at service@frissgonv.com and we will investigate.