Refund policy
At Shushu Lane, we want you to feel confident when shopping with us. Please take a moment to review our policy below.
🔁 Eligible Returns & Refunds
We do not accept returns or refunds for change of mind.
Refunds and replacements are only issued for items that arrive damaged during transit or have quality issues.
Please report damaged or defective items within 48 hours of delivery. Items reported after this period may not be eligible for a refund or replacement, but we’ll always review your case individually.
If your order arrives damaged or defective, please contact us immediately at hello@shushulane.com.au with your order number and clear photos of the issue.
⏱️ Reporting Timeframe (Important)
Damaged or defective items must be reported within 48 hours of delivery.
Items reported after this timeframe may not be eligible for a refund or replacement. While we will always review each case individually, we are unable to guarantee a resolution for late reports.
We kindly ask customers to inspect their items upon delivery.
💔 Damaged or Defective Items
If your item arrives broken or damaged during shipping, we will happily arrange a replacement or a refund, once the issue has been verified.
Please note that small black dots, tiny pinholes, or slight glaze variations are natural characteristics of handmade ceramics and are not considered defects. These variations do not affect the safety or usability of the item.
❌ Non-eligible Returns
We are unable to accept returns or issue refunds for:
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Change of mind
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Items reported after the 48-hour inspection period
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Normal handmade variations as described above
If you have any questions or concerns about a product, we encourage you to contact us (hello@shushulane.com.au) before placing your order. We’re always happy to provide additional information to help you make an informed decision.
📦 Shipping Responsibility
Once an order has been marked as delivered by the carrier, we are not responsible for lost or stolen packages.
Please ensure your shipping address is correct at checkout, as we are unable to replace or refund orders shipped to an incorrect address provided by the customer.
⏳ Refund Processing Time
Once a refund is approved, it will be processed within 5–10 business days to the original payment method used at checkout.
Processing times may vary depending on your bank.
💬 Contact Us
We appreciate you choosing Shushu Lane and strive to provide a smooth and enjoyable shopping experience.
If you have any questions regarding returns or refunds, please contact us at hello@shushulane.com.au, and we’ll be happy to assist you.