FAQ

Yes, every piece is made by hand by me, in my studio in the Netherlands. Because of that, small variations in shape, size, or glaze are completely normal, that's part of what makes handmade ceramics special. No two pieces are ever exactly alike.

Yes, all mugs, including the Ps. I Love You collection, are dishwasher and microwave safe. That said, I'd always recommend gentle handwashing where possible, dishwashers can cause pieces to bump into each other, which may lead to wear over time.

Yes! Since every piece is handmade, small differences in color or shape are completely normal. Each mug is made with care, and no two will ever be exactly alike.

Custom pieces (like the custom mugs) are made to order, you can choose things like color and quantity. Personalized pieces refer specifically to the Ps. I Love You collection, where your own handwriting or a loved one's handwriting is transferred onto the piece. Both are made only on request, not sold directly through the shop.

You'll find a request button on the product page. Clicking it opens an email to me with space for your preferences (color, quantity, timing). I usually reply within 24 hours, sometimes a little longer if I'm busy or away. If I'm able to take on your request, I'll send you an invoice by email with a link so you can officially place your order.

Of course! You can always share your own ideas or inspiration through the request button on the product page, or by emailing info@isaceramics.nl directly. I love hearing your thoughts.

I don't send digital previews, since each piece is created entirely by hand. If you have specific wishes, just describe them clearly in your request, the more detail you give me, the better I can match what you have in mind.

In-stock pieces: shipped within 1–2 business days.
Custom pieces: made to order, please allow around 3–8 weeks for production.
Ps. I Love You collection: shipped within 1–3 weeks. Although these pieces are technically in stock, your handwritten note still needs a third kiln firing to be permanently fused onto the ceramic.

You'll receive an email with tracking as soon as your order ships.

If you've just placed your order and need something changed, please contact me as soon as possible. Once production has started, changes may no longer be possible, especially for custom or personalized items.

Orders can be cancelled within 24 hours of purchase. After that, handmade production usually begins, so cancellation may not be possible, especially for personalized items.

Absolutely, many people order Isa Ceramics as gifts. You can add a special card to your order, ready to make someone smile.

Once your order is on its way:
• Netherlands: 1–2 business days
• EU: 3–5 business days
• Rest of world: 5–10 business days

You'll receive a tracking link by email once your order has shipped. More info here.

No, express or same-day shipping isn't available at this time.

Yes, for customers in the Netherlands, you can select DHL ServicePoint delivery at checkout, the nearest location will be selected automatically. If you're not home at delivery, your parcel is usually left with a neighbour or the nearest pickup point.

I'm sorry in advance if that happens! Please email me a photo of the item and packaging within 48 hours of receiving it, at info@isaceramics.nl, and I'll arrange a replacement or refund as quickly as possible.

Because custom and personalized items are made specifically for you, they can't be returned or exchanged, this follows EU consumer law for personalized goods. Non-personalized, in-stock items can be returned within 14 days of delivery, provided they're unused and in their original condition. Return shipping is the customer's responsibility. Full policy here.

If something doesn't feel right about your piece, please reach out at info@isaceramics.nl or through the contact form. I'll always do my best to make it right.

All orders are carefully and beautifully packed, though not specially gift-wrapped. You can, however, add a personal note or card with a handwritten message, included inside the parcel.

Of course, just enter their shipping address at checkout.

All pieces are dishwasher safe, but I'd recommend handwashing for the longest lifespan. Avoid sudden temperature changes, like pouring boiling water into a cold mug. Full care guide here.

If you have any doubts or questions about your piece, please reach out at info@isaceramics.nl. I'm always happy to take a look and find a solution together.