Simple deliveries and returns
Every piece we create moves from the artisan's hands to your door with the utmost care. Here is everything you need to know to ensure your order arrives smoothly and that your exchanges or returns are simple and straightforward.
What are the shipping terms?
At Luloba Céramique, we use various carriers to deliver all your orders. If you are not present at the time of delivery, a delivery notice will indicate the nearest collection point where you can pick up your parcel.
What are the delivery times?
For a custom order, please allow 6 to 8 weeks from the time you pay the deposit. For online orders from our regular collection, we ship them within 7 days of receiving your order. You can contact us at any time to track your package. Please note that delivery times remain at the discretion of the carrier.
Is it possible to pick up my order directly at the workshop?
Of course! Select the in-store pickup option and come visit us during our opening hours at 28 rue Principale Sud, Sutton.
Friday to Sunday from 10:00 a.m. to 5:00 p.m.
Can you deliver abroad?
We ship within Canada only. For any other destination, please email us at info@lulobaceramics.com for a personalized quote.
What to do if your package is lost?
If you believe your package is lost, contact us at info@lulobaceramics.com. We will handle communication with the carrier. If delivery is not confirmed or if your package cannot be tracked until receipt, we will replace your purchase at no cost.
What happens if I receive a damaged product?
If an item arrives damaged, please report it to us within 48 hours. In order for us to replace it free of charge, please send us a photo of the item in its original packaging along with the necessary insurance documents within 15 days of delivery. Of course, shipping costs will be covered by us.
What is your exchange and return policy?
You may return or exchange any piece from our regular collection within 30 days of the purchase date. Pieces must be intact, unused, and returned to Luloba Céramique.
Upon receipt, we will process the exchange or refund as soon as possible. However, we reserve the right to refuse a return if the piece is not in its original condition or if it has been used. Return shipping costs are the responsibility of the buyer.
Please note that for any custom orders or items outside of regular production, no exchanges or refunds are possible.
What are your guarantees?
We are not responsible for the replacement or refund of pieces broken by the customer. Pottery pieces are fragile by nature and require more care than commercial products.
If a piece breaks due to a manufacturing defect, we will replace the piece at our expense. A photo of the broken piece along with the sales receipt must be emailed to info@lulobaceramics.com within 6 months of the date of purchase.
We reserve the right to determine whether the breakage is due to an accident or a manufacturing error.
