Refund policy

Last updated 24 March 2025

A bowl is easier to judge on your own table, and in your own cupboard, than on a screen. If one is not right, tell us within 30 days of delivery and we will take back anything unused.

The short version

30 days from the delivery date to tell us you want to return something.
Pieces must be unused and undamaged, with the box and divider if you still have them.
Email info@aldorven.com with your order number and which items you are returning. We will reply with the correct return address — please do not send anything back before you have it.
Return postage is yours unless the item is faulty, damaged on arrival or not what you ordered, in which case it is ours.
Anything that arrives damaged is replaced or refunded, and you do not send it back.

Refunds

Once the return reaches us we inspect it and refund within 10 business days, to the original payment method. Your bank may take a few days more to show the credit. We email you when the refund is issued.

Original outbound shipping is refunded only where the whole order was faulty, damaged or wrongly sent. Where you paid a shipping charge and are returning part of an order, that charge is not refunded.

Pack returns as we packed them

Wrap each piece in paper and box it so rims cannot touch; the original box and divider are ideal. A return travels at your risk until it reaches us, so we recommend a tracked service.

Faulty or damaged on arrival

Send a photograph of the item and its packing to info@aldorven.com within 14 days of delivery. We will replace it or refund it, whichever you prefer, and you will not need to post it back.

What counts as a fault

A chip showing bare steel on arrival, a dent, a crack in the enamel, a lid that does not sit on its bowl, or a piece that is clearly the wrong size is a fault, and we replace it or refund it. A small dark speck at the rim edge, slight waves in the glaze, an occasional pinhole and small differences between pieces are part of how enamel is made, and are normal.

Wear is not a fault

Chips from a drop after delivery, rust where a chipped bowl was left wet, dulling from scouring powder or steel wool, and cracks from heating a bowl empty are wear, not faults. The Care & Materials page explains how to avoid them.

Items we cannot take back

Pieces that have been used or damaged after delivery.
Items returned without adequate packing.
Anything returned more than 30 days after delivery without prior agreement.

Exchanges

We do not process direct exchanges. Return the item for a refund and place a new order — it is faster than holding stock against an incoming parcel.

Your statutory rights

If you are in the United Kingdom or the European Union you have a right to withdraw from the contract within 14 days of receiving the goods, without giving a reason. That right sits alongside the 30-day policy above, not instead of it, and nothing here limits your statutory rights.

Cancelling an order

If your order has not shipped, email us with the order number and we will cancel and refund it in full. Once it is with the carrier we cannot recall it, but you can return it under this policy.