Mix and Match
orders
What is the status of my order?
When your mug is ready, you will receive an email notifying you that your package is on its way. A Track & Trace code will always be included, so you can track your package at any time.
Can I cancel my order after I've placed it?
No, I can't cancel your order after you have placed it.
Can I change any details in my order or my shipping adress?
Yes, of course. I understand very well that sometimes you can indicate something incorrectly. That is why you can report changes via email ceramicsisa@gmail.com. This is only possible if the name is misspelled or the address needs to be changed.
My order didn't arrive in time
In most cases I indicate that it can take 3-8 weeks before your order is ready. Since everything is handmade, I cannot give you a 100% guarantee. If your order takes longer than 8 weeks, you will always receive a discount code as an apology from me.
Shipping
Which courier will ship my package?
We use DHL to ship our packages. DPD is used in some countries. This will always be indicated by checking out.
How long will it take for my order to arrive?
In most cases your mug is made to order. This means that the mug is made after you have placed the order. It takes about 3-8 weeks for the mug to be ready. You will always receive a notification when your package is on its way.
How much is the shipping cost?
Shipping costs vary per country. The costs will be calculated at checkout. Unfortunately, as a small business I cannot reduce shipping costs.
What if my order didn't arrive?
If your order has not arrived, please locate your tracking number in the shipment confirmation email that was sent to you by mail. If you still can't figure it out, please send me an email at ceramicsisa@gmail.com. I will be very happy to help you
Returns
Can I return my package?
No, unfortunately I do not accept returns because in most cases your mug is personalized.
How do I make a claim?
Because everything is handmade, some things may vary. If you are not happy with your mug, or it has arrived broken, you can always send me an email at ceramicsisa@gmail.com. Please always include a photo of the imperfection or broken mug. If your claim is approved, the mug will be remade for you. You will then receive a return label so that you can return the other mug.
The products
Why is the bottom of my mug not glazed?
If I would glaze the bottom of your mug, the glaze melts during the firing. While melting and then cooling, it will sticks to the shelf. That is the reason why the bottom of your mug is not glazed (:
Are the pieces microwave and dishwasher safe?
Yes, but I recommend handwashing the pieces to better preserve the glaze on the mugs.
Which clay do you use?
I use porcelain or stoneware clay. This will always be stated in the product description.
Where can I read how my mug is made?
If you are curious how your mug is made, you can read that here
Restocks
How do I know when a mug is being restocked?
I will always announce when the new drop is on my Instagram @ceramicsisa. You can also get notifications there. If you are registered for the news letters, you will also be informed there. In some cases you get earlier access.
Can I also see which products are still to come?
Yes of course. You can see here which products are coming in the future (and when)