Shipping & Refund Policy
📦 Shipping Policy
We currently ship all orders to the continental United States, Alaska, and Hawaii.
- Shipping Method: Standard shipping only
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Delivery Time:
- Delivery times vary by item, so check each product page for the specific estimate. As a general guide: items from our U.S. warehouse arrive in about 3–5 days, while items shipped from our Korea HQ vary from 2–6 weeks.
- Timelines indicated include processing, shipment, and delivery – so the timeline you see is the time it takes to reach your door. Due to recent customs changes, delivery may occasionally take longer than the estimated timeframe
- FedEx may reach out regarding customs forms. If you get an email from FedEx, please forward it to our email support.usa@ohouse.com and we will take care of the forms
- Processing Time: Orders are processed within 2–3 business days before shipment
- Restrictions: We do not ship to P.O. boxes.
- Order Tracking: You can track the live status of your order here. You'll also receive order shipping updates through email.
- Shipping Costs: Shipping is free on all orders in the continental US — no hidden fees. For Alaska and Hawaii, a $25 shipping surcharge applies.
- Customs & Duties: All required duties and import taxes are included in the product price — no extra fees on delivery
- Refused or Missed Delivery: If delivery cannot be completed due to customer-related reasons (e.g., refusal, absence, or not picked up), the order may be considered fulfilled and not eligible for a refund
- Address Changes: We do not allow address changes once orders have been placed. Please check your address carefully before placing an order!
🔁 Returns & refunds
Orders cannot be cancelled after being placed. Whether an item can be returned depends on where it ships from:
- Items stocked in our U.S. warehouse are returnable within 14 days (see below).
- Items shipped directly from our Korea HQ are not returnable.
You'll see which applies on each product page.
Returnable items
Eligibility — to return an item, it must be:
- Requested within 14 days of delivery
- Unused and unassembled
- In original condition
- In its original packaging with all components included
Return shipping fee
Returns use a prepaid label, and the fee is deducted from your refund based on the largest item in your package:
| Size | Examples | Fee |
|---|---|---|
| Small | Cutlery, single dinnerware items, drinkware, decor | $15 |
| Medium | Side & end tables, kitchen organization, dinnerware sets, foldable coffee tables, storage & shelving | $30 |
| Large | Dining tables, chairs, non-foldable coffee tables, area rugs | $50 |
This fee is waived if your item arrived damaged or defective.
To start a return, visit our returns portal.
Final sale items (ships from Korea HQ)
These items can't be returned or exchanged once ordered — so please double-check size and details before purchasing. The one exception: if your item arrives damaged or defective, we'll make it right (see below).
Also non-returnable, regardless of origin:
- Items no longer in their original packaging
- Used or assembled items
Damaged or defective items
If your item arrives damaged or defective, we'll make it right. Send us photos within 14 days of delivery and we'll issue a refund on a case-by-case basis — no return fee, no hassle. We may also ask for photos of the packaging to help process your claim. Email us at support.usa@ohouse.com in these cases.
Please note: ceramic products that are handcrafted are not defective in cases with slight coating buildup, flow marks, or minor surface irregularities.
Lost or stolen packages
Once a package is marked delivered by the carrier, we're unable to take responsibility for lost or stolen orders.
Questions? Email us at support.usa@ohouse.com and we'll help.
⚠️ Important Notes
- All products are manufactured overseas and may show slight variations in color, texture, or shape
- Actual product appearance may differ slightly from photos due to lighting, room environment, or monitor settings
- International shipping and customs clearance may cause occasional delays
- In rare cases, shipping delays or cancellations may occur due to supply chain disruptions or discontinued items
- Outer packaging may show signs of wear during international transit, but this does not affect product quality