Our returns policy
You can return a piece within 30 days of receiving it. After this period, we're unable to offer a refund or exchange, although your statutory rights for faulty goods still apply (see below).
We accept returns within these 30 days, provided the piece comes back in good condition. Faulty or damaged pieces can be replaced (see Exchanges below).
Restocking fees
There are no restocking fees.
Return address
Contact us at contact@ooloteaware.com to get the instructions and the return address for your order. Please don't send returns to our business address in Paris.
How to return a piece
- Contact us at contact@ooloteaware.com with your order number to get the return instructions and the return address for your order.
- You can also use our cancellation form.
- Send the piece back to the return address we give you, carefully packed.
Return postage and responsibility
- Return postage is paid by you, unless the piece arrived damaged or faulty.
- The return parcel remains your responsibility until it reaches us, so we can't guarantee its safe arrival.
- If the piece you're returning is worth more than £60, we recommend a tracked and/or insured service.
Items that can't be returned
- Tea filters whose packaging has been opened (for hygiene reasons)
- Gift cards
- Pieces that have been visibly damaged or heavily used after delivery
Refunds and exchanges
Conditions
- Return requests made more than 30 days after you received your order can't be accepted.
- If you're returning a piece because it's damaged or faulty, please send us photos or a short video before sending it back, so we can look into it quickly.
- Pieces should be returned in their original packaging wherever possible. Pieces returned stained or marked may not be accepted, or the refund may be reduced to reflect their condition.
- Please include your order number in the parcel (a printed copy of your order confirmation email is ideal), so we can match your return quickly.
How refunds work
Once we've received and checked your return, we'll email you to confirm and let you know whether your refund has been approved.
Approved refunds are made to your original payment method within 14 days of us receiving the piece, and include the standard delivery charge you paid. Your bank may take a few extra days to show the money in your account.
Late or missing refunds
If you haven't received your refund within this time:
- Check your bank statement again.
- Contact your card issuer.
- Contact your bank.
- If you still can't see it, contact us at contact@ooloteaware.com.
Exchanges
Pieces that are faulty or damaged in delivery can be replaced.
To help us confirm that the damage didn't happen after delivery, we ask for a photo of the piece in its original packaging, taken when you open it, with the delivery label visible.
If you need an exchange, please contact us at contact@ooloteaware.com.
A note on cast iron
Uncoated cast iron can develop light surface rust with use if it isn't dried fully. This is a natural trait of the material rather than a fault, and it's easily treated (see the care notes on each product page). If there's rust when your teapot arrives, please get in touch and we'll put it right.
Your statutory rights
This policy is in addition to your statutory rights as a consumer in the UK, including under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. It does not affect them.
Last updated: 1 October 2026