Each Lychee Legacy piece is made by hand in Jingdezhen. This policy explains the aftercare available for custom orders, including studio errors, transit damage, and missing parcels.
1. Scope
This policy applies to custom-made orders only. For ready-to-ship items, please refer to the relevant product information and our standard store policies.
2. The Nature of Handmade Ceramics
Handmade ceramics carry natural variations in glaze, tone, texture, brushwork, and small details. These are part of the character of the work and are not considered defects. Screen colours may also differ slightly from the finished piece.
3. Studio-Made Errors
If a custom piece differs from the agreed specification because of an error in our craftsmanship, text, colour, size, or production, please contact us. We will remake the piece at no additional production cost.
4. Damage in Transit
If your custom order arrives damaged, please contact us within 48 hours of delivery. Please send the photographs listed below so that we can review the issue and make a carrier claim where appropriate.
Once the damage is confirmed, Lychee Legacy will cover the cost of remaking the piece. A EUR 15 reshipping fee applies for sending the replacement.
5. Missing Parcels
If a parcel is confirmed lost by the carrier, or does not arrive after a reasonable period beyond its expected delivery window, please contact us with your order number.
Where a replacement is appropriate, Lychee Legacy will cover the remake cost. A EUR 15 reshipping fee applies for sending the replacement. If tracking shows that a parcel has been delivered to the correct address, we will gladly help you review the delivery details, but a replacement is not automatic.
6. Photographs We Need
For transit damage, please send clear photos of:
- The outer shipping box
- The inner packaging
- The damaged piece
- The shipping label
Please keep all packaging until the case has been reviewed. We only ask for the information needed to understand what happened.
7. Remake Timing
Custom remakes normally take approximately 2–4 weeks to produce, before dispatch. We will keep you informed once the remake is approved and when it is ready to ship.
8. Addresses, Duties, and Remote Areas
The EUR 15 reshipping fee applies to destinations that our carrier can serve normally. For very remote locations, restricted addresses, or destinations that cannot be served by our usual carrier, we will contact you before proceeding to discuss the available options.
Any import duties, taxes, customs charges, or local clearance fees remain the responsibility of the customer.
9. What This Aftercare Does Not Cover
- Spelling, wording, or design details approved or supplied by the customer
- Damage caused after delivery through use, accidents, or improper care
- Orders affected by an incorrect or incomplete delivery address provided at checkout
- Natural handmade variations described above
10. Contact Us
Please contact us through our Contact page with your order number and a short description of the issue. We will review each request with care and respond as soon as possible.
This policy explains our aftercare process and does not limit any mandatory consumer rights that may apply in your country of residence.