Refund policy

Last updated 30 September 2026

30 days to change your mind

You can return a piece within 30 days of the date it was delivered, for any reason. It must be undamaged, unused and packed back in its original foam insert and box, so that it survives the journey back.

How to start a return

  1. Email info@ulmarqen.com with your order number and the pieces you want to return.
  2. We reply within one business day with the return address and instructions. Please do not send anything back before you have them; parcels sent to our registered office cannot be accepted.
  3. Send the return with a tracked service and keep the tracking number.

What we refund

Once the return reaches us and we have checked it, we refund the price of the returned pieces to your original payment method within 10 business days. Your bank may take a few more days to show it. Any shipping charge paid on the original order is not refunded, and return shipping is paid by you, unless the piece arrived damaged or not as described.

Damaged or wrong pieces

Please unpack and check your order when it arrives. If a piece arrives chipped, cracked or broken, or is not what you ordered, email info@ulmarqen.com within 7 days of delivery with your order number and photographs of the piece and the box. We will send a replacement at no cost, or refund you in full including shipping if you prefer. You do not need to return a damaged piece unless we ask you to. Please do not try to repair a piece that arrived damaged.

What is not a fault

Every piece is sanded by hand, so small differences in edges and proportions between two of the same design are expected, as are slight colour differences between casting batches and the fine pinholes of a cast surface; see our FAQ. Damage caused after delivery, by a fall, by water or by cleaning products, is not covered.

Your legal rights

This policy does not reduce any rights you have under the consumer law of the country you live in.

Contact

info@ulmarqen.com. Ulmarqen is a trading name of D INTERNATIONAL INVESTMENT LIMITED, Flat/Rm 02, 13/F, Railway Plaza, 39 Chatham Road South, Tsim Sha Tsui, Kowloon, Hong Kong.