Breakable Exchange Policy

CELÉSTE ARTESANO GUARANTEE

BREAKABLE ITEM & TRANSIT DAMAGE POLICY

Effective Date: August 2026

At Celeste Artesano, we take utmost care in handcrafting, inspecting, and packaging every piece of tableware with specialized shockproof cushioning. Because our products—including Dinner Sets, Complete Tea Sets, Cups & Saucers, Mugs, Platters, Napkin Rings, and Tea Coasters—are crafted from delicate ceramics, fine porcelain, and glassware, we provide a complete replacement guarantee for any transit damage under the following clear guidelines.

01

12-Hour Mandatory Damage Reporting Window

Due to the highly fragile nature of tableware and logistics claim protocols, strict time adherence is compulsory:


Strict 12-Hour Deadline: Any breakage, chipping, crack, transit damage, or missing item must be reported to our customer concierge team within 12 hours of package delivery (as confirmed by the courier partner tracking log).

Post 12-Hour Disclaimer: Requests received after 12 hours from the delivery timestamp cannot be entertained, as logistics insurance companies strictly void in-transit damage claims beyond this window.
02

Compulsory Unboxing Video Guidelines

To claim an exchange or replacement for broken dining articles, a continuous parcel opening video is mandatory. Please ensure your video meets the following conditions:


1. Sealed Parcel View

The video must start with the outer corrugated carton completely intact and sealed, with the shipping label and Airway Bill (AWB) clearly legible.


2. Single Uncut Footage

The video must be one continuous, unedited, uncut clip. Paused, edited, cropped, or spliced video files will lead to immediate claim rejection.


3. Complete Unpacking

The camera must show the entire unboxing sequence, removing bubble layers and revealing the broken/cracked piece directly from the box.


4. Clear Close-Up

Provide a steady, focused close-up recording of the exact damaged area (crack, chipped rim, or shattered piece) under good lighting.

03

Verification & Replacement Resolution

How our claims management team processes your verified damage request:


Rapid Verification (Within 24 Hours): Once your unboxing video and order ID are submitted via email/WhatsApp within 12 hours, our Quality Assurance team reviews the media promptly.

Complimentary Free Replacement: Upon approval, a fresh piece or matching replacement set is dispatched immediately with expedited shipping at zero additional cost to you.

Out-of-Stock Scenarios: If the identical handmade article or color glaze is temporarily out of stock, you will be offered an instant store credit or a full refund for the damaged article.
HYGIENE & FRAGILITY POLICY NOTE

Because luxury dinnerware and tableware are intimate food-contact goods and highly prone to return-transit damage, we do not accept returns or exchanges for change of mind or personal design preferences. Exchanges are exclusively processed for transit damages reported within 12 hours with valid unboxing proof.

04

How To File Your Breakage Claim

Follow these 3 simple steps to submit your claim within 12 hours of delivery:


Step 1: Record a complete, uncut box-opening video from the sealed stage up to the broken piece.

Step 2: Email the video file along with your Order Number, Recipient Name, and high-resolution photos to sale@celesteartesano.com.

Step 3: You can also notify our helpline instantly on +91 92110 73989 with your Order ID for priority processing.
05

Damage Claims & Support Concierge

Submit your 12-hour breakage claim details directly to our official support team:

Registered Office A-12, near Lavanya Banquet, Wazirpur Industrial Area, New Delhi, 110052
Claims & Support Email sale@celesteartesano.com
Concierge Helpline +91 92110 73989