Shipping and Returns

Shipping Policy

Shipping Methods & Timeframes

We offer worldwide shipping via trusted carriers. Processing time is 1-3 business days. Estimated delivery times vary by destination.

Shipping Costs

Customers are responsible for all shipping costs, including original delivery and any return shipping fees. Shipping costs are calculated at checkout based on destination, package weight, and selected service level.

Fragile Goods Transport Risk – Transparent Tiered Policy

Due to the delicate nature of our products, we have implemented a material- and size-based transport risk tier system. Customers must select their preferred shipping tier at checkout:

Tier	Applicable Items	Packaging Method	Mandatory Insurance	Surcharge
Standard	Small ceramics (<20cm), non-fragile materials	Bubble wrap + single-wall box	Up to item value	Included
Protected	Medium glass/ceramics (20-40cm), thin-walled items	Double-layer bubble wrap + double-wall box	150% item value	+$12.50
Premium	Large glass/ceramics (40-60cm), complex shapes	Triple-layer protection + rigid foam inserts + reinforced box	200% item value	+$28.00
Expert	Extra-large items (>60cm), extremely fragile pieces	Custom foam molding + wooden crate	300% item value	+$75.00+

International Shipping & “Risk Acknowledgement” Confirmation

For international orders, a mandatory pop-up will appear at checkout clearly stating:

High breakage risk in cross-border transport
Potential customs delays (not responsible for customs holds)
Prohibitive return shipping costs (often exceeding item value)
Option to purchase additional third-party fine art shipping insurance

Large Sculpture Vases – “Delivery Completion” White Glove Service

For oversized or unusually shaped pieces (>15kg or >80cm), we offer paid professional delivery service including:

Specialized handling
Unboxing assistance
Placement positioning
Post-delivery, customer signs Delivery Confirmation Form
Only damages confirmed and documented at delivery time are eligible for claims

Returns & Refunds Policy

14-Day Return Policy

We offer a 14-day return policy from the delivery date. To be eligible:

Item must be in “original condition” (see strict definition below)
All original packaging, internal supports, and protective materials intact
All components, accessories, and certificates present
Unboxing video may be required for verification (see below)

“Original Condition” Strict Definition

For vases, “original condition” means:

All internal support structures, foam blocks, and protective films remain completely undisturbed
Any removal of internal protective materials—even for inspection or photography—renders the item non-returnable under our standard policy
Original shipping boxes must be preserved

Refund Processing Time

Refunds require at least 14 business days to process after we receive the return. PayPal refunds may take 14-30 days, with certain jurisdictions requiring a full 30 days per local regulations.

Return Shipping & Costs

Customers bear all return shipping costs
We recommend insured, trackable shipping
Original shipping fees are non-refundable
Return address (all returns must be sent to)：

Address：718 Shangqian Road, Lantau District, Hong Kong

Phone: 00852-3067110 Email: help@frostdecorvase.com

Return Process

Contact us within 14 days of delivery at help@frostdecorvase.com
Receive Return Authorization (RA) number and instructions
Securely repackage item with all original materials
Ship with tracking and insurance (keep receipt)
We inspect upon receipt (may request unboxing video)
Refund issued within 14 business days after approval

Special Category Policies

Unboxing Video Evidence Requirement

Any damage claim MUST be accompanied by a continuous unboxing video showing:

Unopened external packaging with visible shipping label
360° view of external box condition before opening
Continuous filming without cuts through the entire unboxing
Clear reveal of internal damage
Visible order/shipping number
Claims without such video evidence will not be processed

Handblown Glass & Handmade Pottery Uniqueness

Each handcrafted piece is unique. Variations in:

Shape and form
Bubble patterns (in glass)
Glaze flow and color variation
Texture and finish
…are intrinsic to the artisanal process and represent artistic value, not defects. Purchase constitutes acceptance of this uniqueness. All sales are final for these categories.

Functional vs. Artistic Vases

Functional Vases: Designed and tested for water-holding
Artistic/Decorative Vases: Primarily sculptural; may not be watertight or may have designed seepage. This is not a defect. Product descriptions clearly indicate the classification.

Antique, Vintage & Restored Pieces

These are sold “as-is” with detailed condition reports including:

High-resolution close-ups of all imperfections
Documentation of restoration (kintsugi, fills, etc.)
Age-related patina, scratches, or wear
Buyers must sign an electronic acknowledgement confirming acceptance of all documented conditions before purchase.

Environmentally Interactive Artworks

For pieces with living components (moss ball vases) or reactive glazes requiring specific care:

Detailed maintenance guidelines provided (light, humidity, temperature)
Failure to follow guidelines resulting in changes (moss death, glaze dulling) is not covered
No returns or refunds for environmental interaction outcomes

Multi-Component Assemblies

For vases with multiple parts, nesting sets, or floral arrangements:

Returns require ALL components, accessories, and custom packaging
Missing any piece results in maximum 70% partial refund
Original configuration must be precisely restored

Immersive Customization & Co-Creation

For custom designs involving customer collaboration:

Clear milestones established (concept approval, clay proof, bisque confirmation)
Each milestone requires formal customer confirmation
After confirmation, the process becomes irreversible
Deposits are non-refundable after first milestone confirmation

Material Science特性 – Mandatory Reading Acknowledgement

Before checkout, customers must check a box confirming they have read and understand key material behaviors:

Stoneware may have slight water permeability
Wood vases may expand/contract with humidity changes
Metal vases may develop condensation
Certain resins/yarns have specific care requirements
Subsequent questions about these inherent properties do not justify returns

Light & Space Display Variations

Product pages show vases in multiple lighting scenarios (natural, warm, cool). Actual appearance in your home will vary with:

Ambient light conditions
Background colors
Spatial context
Viewing angles
Differences from website images are normal and not grounds for return.

Limited Edition Artist Collaborations

Each includes a numbered certificate of authenticity. Returns require:

Undamaged certificate returned
Certificate loss/damage reduces refund to maximum 60% of purchase price
Certificate represents significant portion of item’s value

Open-Box & Display Samples

Sold in separate section with:

High-resolution close-ups of every imperfection
Clear discount pricing (typically 20-40% off)
All sales final – no returns or exchanges
Full transparency about display-related marks

Floral Use Expectations

Professional floral use may cause:

Fine scratches from floral foam, wires, or tools
Water line mineral deposits
Stem friction marks
We recommend using protective vase inserts. Such reasonable use痕迹 are not defects.

NFT-Binded Artworks – Dual Ownership Return

For pieces with associated digital NFT certificates:

NFT must first be transferred back to our designated wallet
Blockchain confirmation must be received
Only then can physical return be initiated
Failure in either void the return entirely

Seasonal/Holiday Designs

Returns after the relevant season/holiday receive refunds based on current discounted value (which may be lower than purchase price).

Business Clients (Florists, Designers, Hotels)

Sample purchase required before bulk orders
Bulk production matches approved sample
Returns only for significant deviations from sample
Credit accounts available with net-30 terms
Professional clients cover all shipping costs

Sustainable Materials – “Raw Aesthetic”

Vases made from reclaimed clay or recycled glass may exhibit:

Visible impurities or inclusions
Color variations
Unique texturing
These features reflect material origins and sustainability story, and are design elements.

Smart Vases – Separated Warranty

Vessel Component: Covered under standard fragile goods policy
Smart System: 1-year limited hardware warranty (excludes water damage, physical impact, misuse)

Community-Co-Created Products

Designs selected through community voting carry “supporter” terms:

Acknowledge the collaborative, crowdfunded nature
Returns only for manufacturing defects
No returns for personal preference changes or “not as imagined”

Shipping Damage Claims Assistance

If properly documented with unboxing video:

We will assist with carrier/insurance claims
However, claim approval, amount, and timing are determined solely by insurers
Our maximum liability is the item’s purchase price
We are not liable for indirect damages (emotional value, opportunity costs, etc.)

Material Aging & Lifespan

Certain materials naturally evolve:

Some resins may yellow with UV exposure
Natural dyes may fade gradually
Untreated metals may develop patina
This is natural aging, not covered by warranty.

Pre-Orders & Waitlists

Joining a pre-order signifies agreement to share production risks:

Potential delays due to craft failure rates
Minor variations from prototype images
These conditions are inherent to artisanal production

Virtual (AR) Display Disclaimer

AR placement tools are simulations only. They may differ from actual items due to:

Device screen variations
Environmental lighting
Rendering algorithms
Always rely on stated physical dimensions, not AR representations.

Final Discretion & Policy Adaptation

Given the inherent variations in handcrafted glass/ceramics, global logistics variables, and the non-standard nature of artworks, frostdecorvase.com reserves the right to:

Make reasonable interpretations of policy for individual cases
Make minor adaptive adjustments to policy details
Exercise final discretion in exceptional circumstances