Return & Refund Policy

Последнее обновление: 9 августа 2026 г.

We want you to be completely satisfied with your porcelain. If something is not right, this page explains exactly how returns, exchanges and refunds work at Imperial Porcelain House LLC.

1. Your return window

You may return unused, unopened items within 30 days of delivery for a refund of the purchase price, less the original shipping cost. The 30 days are counted from the date the carrier records delivery at your address.

2. What can be returned

Имеющий право: items in their original condition and original packaging, unused, undamaged, with all protective materials, labels and any certificates included.

Не подходит:

  • Items that have been used, washed or displayed in a way that leaves marks.
  • Items returned without their original packaging, or damaged because they were packed inadequately for the return journey.
  • Custom, commissioned, personalized or hand-painted-to-order pieces made specifically for you.
  • Gift cards.
  • Items marked as final sale at the time of purchase.

Slight variations in hand painting, gilding and glaze are characteristic of hand-finished porcelain and are not defects.

3. How to return an item — step by step

  1. Contact us first. Email info@lomonosov-porcelain.net or message us on WhatsApp at +372 5805 3337 with your order number and the items you wish to return. Do not ship anything back before we confirm — unannounced returns can be refused or delayed.
  2. Receive your return instructions. We will confirm your return and send you the correct return address for our fulfillment center in Tallinn, Estonia, together with the customs wording to put on the parcel.
  3. Pack securely. Porcelain is extremely fragile. Use the original box wherever possible, with enough padding that nothing can shift or knock together. Damage caused by insufficient packaging is not covered.
  4. Ship the parcel. Return shipping is arranged and paid by you, unless the return is due to our error or a damaged arrival (see section 5). We recommend a tracked and insured service.
  5. Send us the tracking number. This lets us plan for the return and speeds up processing considerably.
  6. Возвращать деньги. Once the parcel arrives and we have inspected the items, we issue your refund to the original payment method within 10 business days. All refunds are processed through Stripe; your bank may need a further 3–10 days to post the funds.

4. Return shipping and customs

Returns travel from the United States back to Estonia. Please mark the parcel clearly as a возвращено исправно and include a copy of your invoice, so that it is not treated as a new commercial import. Parcels sent cash-on-delivery will be refused.

Original shipping charges are not refunded.

5. Damaged, faulty or incorrect items

Every order is insured against loss and damage in transit at no cost to you. This does not count against your 30-day return window.

If your item arrives damaged, if you receive the wrong product, or if your order is lost in transit, contact us within 7 days of delivery at info@lomonosov-porcelain.net and include:

  • Your order number;
  • Photographs of the item, showing the damage clearly;
  • Photographs of the outer packaging and protective materials.

Please keep the packaging until the claim is resolved — the carrier may need to inspect it. We will send a replacement or issue a full refund, including shipping, at no cost to you. Where a return is required in these cases, we cover the return shipping.

6. Exchanges

The fastest way to exchange an item is to return the original for a refund and place a new order for the piece you want, so that the item you want is not sold in the meantime. If you prefer a direct exchange, email us and we will arrange it where stock allows.

7. Cancelling an order

Cancellation is free as long as your order has not yet shipped. Email info@lomonosov-porcelain.net as soon as possible with your order number and we will cancel it and refund you in full. Once the parcel has been handed to the carrier, the standard return procedure above applies.

8. Late or missing refunds

If more than 10 business days have passed since we confirmed your refund and you still do not see it, check with your bank or card issuer first, as posting times vary. If it still has not appeared, contact us at info@lomonosov-porcelain.net and we will send you the Stripe refund confirmation.

9. Contact

ООО «Imperial Porcelain House»
Email: info@lomonosov-porcelain.net
Phone / WhatsApp: +372 5805 3337
Returns are received at our fulfillment center in Tallinn, Estonia. The full return address is provided when your return is confirmed.