Exchange & Returns

Hello, thank you for your purchase of inèz products and we appreciate your support!

If you have any concerns regarding your purchase, please check out the FAQs below.

What to do if my order arrives broken?

Our shipments are carefully inspected before leaving our warehouse, however if you received a damaged item, please contact us through our customer service line +6011 122 38509. Please contact us within 3 days from the date of receiving your order for an exchange and we will be in touch with you within 7 days with further information.

Any exchange for a damaged item will be replaced with the same item or store credit only (no cash refunds), subjected to availability and inspection of the item. Unfortunately, there is no refund for shipping cost.

If 3 days have gone by since the delivery of your purchase, unfortunately we can not offer you an exchange.

Is my item eligible for a replacement or for store credit?

If the items you ordered was damaged upon arrival due to transportation, inèz will replace the item or issue a store credit of the same amount.

Please do note irregularities and inconsistencies will occur in ceramics and are not 100% perfect, these should not be considered as flaws. Our ceramics are either made or finished/glazed manually. Do not hesitate to send us an enquiry through email or Whatsapp us for clarification.

What to do if I received the wrong order?

Please contact us through our customer service line +6011 122 38509, and we will be in touch as soon as we can.

What to do if I changed my mind after payment?

Thank you for your order, however, all paid orders are final and cannot be cancelled or exchanged unless damaged. Damaged orders will be replaced with the same item or store credit only (no cash refund), subjected to the availability and inspection of the item. Unfortunately, there is no refund for shipping cost.

How do I use my store credit?

Store credit will be issued upon confirmation of damaged items and will appear on customer’s account profile page, at which it should be used within 6 months of issuance. Store credit is non-transferable and is not applicable on shipping fees. Multiple store credit coupons can be used on a single order.