We understand that sometimes things don’t go according to plan.

If you need to cancel or return your order, we will follow these guidelines below in order to reach a solution.

Cancelling an order

Since tiles are made-to-order, our cancellation and order change policy is dependent on how far along the tiles are in our production process. Please contact Dürt immediately for consultation at hello@durtstudios.com. If you reach us before production begins, a full refund will be issued. After production has begun, a 10 to 50 percent cancellation fee will be applied depending on the level of production completed. Once the tiles have been bisque fired, all orders are final and non-refundable.

Returning orders

Returns are accepted up to 30 days after receiving your order. If you would like to start the process, email us at hello@durtstudios.com and include proof of purchase.

Returns will be paid for and arranged by the customer, except when items arrived to the customer damaged.

Returned items are required to be returned in their original condition.

The customer is also responsible for returned items until they reach Dürt Studios. We recommend using a tracking or signed delivery method to ensure they make it. Once the items are returned, we will issue a refund.

Custom orders are usually non-returnable, but please reach out for consultation.

Seven-day grace period

Please inspect your tiles and send us any complaints within seven days of receiving your tiles.

Once the tiles are installed, they’re considered accepted and become non-returnable.

If the buyer provides an incomplete or incorrect address and the package is returned to Dürt Studios, we will charge a second shipping fee to send it again.

Errors by Dürt

If any of our products are faulty or damaged when delivered, we will replace the piece ASAP and cover the cost of shipping.