Refund policy

Returns & Refunds

Each vase is part of a limited production run, handmade and carefully packed for safe delivery. Because of the fragile nature of our work and the small quantity made in each cycle:

All sales are final.

We’re unable to accept returns or exchanges at this time.

Damages or Issues

We take great care in packing, but occasionally accidents happen in transit. Please inspect your order immediately upon arrival and contact us within 48 hours if your item is:

  • Damaged

  • Defective

  • Incorrect

📩 Email: shop@sullivanowen.com

We’ll ask for a few photos to help us file a claim with the shipping carrier. Once confirmed, we’ll send you a prepaid return label to ship the full package back to us. As soon as your damaged item is en route, we’ll ship you a replacement.

We keep a small reserve of each vase style to allow for quick exchanges. If your item is out of stock, we’ll offer to send a replacement from the next production cycle as soon as it's ready.

European Union: 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the legal right to cancel or return your order within 14 days—for any reason and without justification.

To begin a return: 📩 Contact: shop@sullivanowen.com

The vase must be unused and in its original packaging, including both the outer carton and the custom black vase box with all foam inserts. We’re happy to send a packing guide if needed.

Please do not use your own shipping carrier. We’ll provide an insured return label to protect the item during transit. Because of the delicate nature of porcelain, we need to ensure safe return shipping.

Refunds for EU Returns Only

Once we receive and inspect your return, we’ll notify you of the approval status. If approved, your refund will be issued to your original payment method within 10 business days. (Please allow additional time for your bank or card provider to process the return.)

If more than 15 business days have passed since we approved your return and you haven’t received your refund, please contact us at shop@sullivanowen.com.