Refund policy

Fantina is made by hand and sent by people who care how it arrives. If something is not right, we make it right.

Returns

You have 30 days from delivery to request a return. The piece must be unused, sealed, in its original packaging, and you will need your order number or proof of purchase.

To start a return, write to fantina.sale@gmail.com with your order number and the reason. If the return is accepted we send you a prepaid shipping label and the return address in the same email. Please do not ship anything back before you receive that label: parcels sent without an approved return cannot be accepted.

Damage in transit

Ceramic travels well until it does not. Inspect your order on arrival. If a piece is broken, defective or wrong, write to us within seven days with a photograph and your order number. We replace the piece. No questions, and you do not return the broken one.

What cannot be returned

For food safety we cannot accept honey or coffee once the seal is broken. We also cannot accept personalised or engraved pieces, gift cards, or sale items marked final. If you are unsure whether your piece qualifies, ask us before you open it.

Exchanges

The fastest route is to return the piece you have and place a new order once the return is accepted.

Refunds

We inspect the return on arrival and tell you the outcome the same day. Approved refunds go back to the original payment method within ten business days. Your bank or card issuer may take a few days more to post it. If more than fifteen business days have passed since we confirmed your refund, write to fantina.sale@gmail.com.

Cancellations

Orders can be cancelled at no cost until they are dispatched: from our Guadalajara studio for orders inside Mexico, from our McAllen, Texas warehouse for orders inside the United States. Once tracking has been issued, treat it as a return.

Questions: fantina.sale@gmail.com. We answer within one business day.