Exchange and Return Policy

At Pratos de Ardósia, we are committed to providing a satisfying shopping experience. If you are not completely satisfied with your purchase, we offer exchange and return options in accordance with international standards. Please refer to the guidelines below for the exchange and return process.

1. EXCHANGE AND RETURN PERIOD

You may request an exchange or return of your product within 30 days of receiving the order. To be eligible, the item must be in its original condition, unused, and in its original packaging.

2. REQUEST PROCESS

  • Contact our Customer Service team at crossborder@slatedish.com to initiate the exchange or return process.
  • Provide your order number, the reason for the request, and, if applicable, photos of the item to assist with evaluation.
  • After your initial contact, our team will provide instructions for returning the item.

3. RETURN SHIPPING

Customers are responsible for the shipping costs of returned products, except in cases of manufacturing defects. To ensure item security during transportation, we recommend using a trackable shipping service, such as FedEx or PS, which allows real-time tracking. We are not responsible for lost or damaged returns during transit.

4. EVALUATION AND REFUND

Once the returned item has been received and inspected, we will notify the customer of the approval or rejection of the return. If approved, the refund will be automatically processed to your original payment method within 10 business days.

5. EXCHANGES

If you wish to exchange an item, specify the desired exchange details when contacting our team. Once we receive the returned item, we will send the new product, subject to stock availability.

6. NON-ELIGIBLE ITEMS

Some items are not eligible for exchange or return. Custom or final sale (outlet) products cannot be returned or exchanged, except in cases of defect.

7. DAMAGED ITEMS POLICY

If your product arrives damaged, please contact us immediately with detailed photos of the item and packaging. In such cases, we will cover the return shipping cost and issue a replacement or full refund.

8. CANCELLATION POLICY

Orders may be canceled before they are shipped. To cancel, please contact Customer Service as soon as possible at crossborder@slatedish.com.

9. CUSTOMER SERVICE

For any questions or additional support, please contact Customer Service at crossborder@slatedish.com. We are available to assist with any exchange, return, or general order inquiries.

What materials are used in Slate Dish products?

All our products are made from high-quality slate and, in some cases, carefully selected ceramic. Our pieces are handcrafted by skilled artisans to ensure durability and a flawless finish.

Are the products safe for food use?

Yes, all Slate Dish products are made with food-safe materials, adhering to strict quality standards.

How should I care for my Slate Dish products?

We recommend cleaning the pieces with a damp cloth and mild detergent. Avoid prolonged immersion in water and abrasive products to preserve the finish.

What is the delivery timeframe for the products?

The delivery timeframe varies depending on the customer’s location and the chosen shipping option. We ship products through trusted partners like FedEx and PS to ensure safe and efficient transportation. Estimated delivery times will be provided during the checkout process.

How can I track my order?

After your order is shipped, you will receive an email with a tracking number and instructions to track your order.

What is the exchange and return policy?

We offer up to 30 days for exchanges and returns. Detailed conditions are available in our Exchange and Return Policy section. To start the process, please contact our customer service team.

What payment methods are accepted?

We accept various payment methods, including credit cards, PayPal, and other secure options through the Shopify platform, ensuring safe transactions.

Are the products resistant to high temperatures?

Our slate pieces are designed to withstand moderate temperatures and are perfect for serving hot food. However, they are not recommended for direct use in ovens or microwaves.

Do you ship internationally?

Yes, we ship to various countries. Shipping rates and delivery times vary by region. During checkout, you can check if we ship to your country and the associated costs.

How can I contact you for more information?

If you have further questions, please contact us at crossborder@slatedish.com. Our team is ready to assist with any inquiries.