Policies

Returns, Refund & Cancellation Policy

Last updated: 23 October 2026

Every Liana Creations piece is handmade and packed with care. Please read this policy before ordering.

Damaged or wrong item

If your item arrives damaged, broken or different from what you ordered, we will replace it or refund you.

  • Contact us on WhatsApp within 48 hours of delivery.
  • Share a clear unboxing video, recorded without cuts from the moment you open the sealed parcel, along with photos of the item and the package.
  • Keep the item, tags and original packaging until your request is resolved.

Requests without an unboxing video, or made after 48 hours, may not be accepted.

What we cannot return or exchange

  • Change of mind, or not liking the colour or design after delivery.
  • Natural handmade variations in colour, shape or finish.
  • Customised or made-to-order pieces.
  • Items that have been worn, used, damaged after delivery, or not stored as per the care instructions.
  • Items bought on sale or with a discount offer.

Exchanges

Once a damaged-item request is approved, we will send a replacement of the same design. If it is not available, we will offer another design of equal value or a refund.

Refunds

  • Approved refunds are made to the original payment method within 7 working days after approval.
  • Shipping charges are not refundable, except when the item arrived damaged or was wrong.
  • If we cancel your order (for example, because an item is out of stock), you will receive a full refund.

Order cancellation

You can cancel your order before the product is dispatched. Please email Lianaterracotta@gmail.com with your order details and the reason for cancellation.

  • A pre-dispatch cancellation fee of 2% will be charged, and the balance 98% will be refunded.
  • The refund is made through the same mode of payment within 10 working days.
  • Once an order has been dispatched, it cannot be cancelled. Customised pieces cannot be cancelled once work has started.

Contact us

For any questions, email Lianaterracotta@gmail.com, message us on WhatsApp, or use our Contact page. Shipping charges and delivery times are explained in our Shipping Policy.