Welcome to Isa Ceramics! I’m so happy that you are considering ordering a custom, handmade mug. To ensure a smooth and enjoyable shopping experience, please read through this important information before placing your order.
1. Order Processing Time
All of my custom mugs are carefully handmade, which is why the typical processing time for your order is 8 weeks. This allows me time to fully customize your mug, ensuring every detail is perfect. Please note that the 8-week processing time is not guaranteed due to the nature of handmade items and the potential for unexpected delays in production.
If for any reason your order will take longer than 8 weeks, I will notify you also by email with an updated expected delivery date. I strive to complete all orders on time, but please keep in mind that some factors may cause slight delays. I appreciate your understanding and patience!
2. Delivery Time
The 8-week processing time does not include the delivery time. Delivery depends on your location and the shipping method selected. Once your mug is ready, I will ship it out, and you will receive a tracking number. I recommend checking with your local postal service for the most accurate delivery estimates. Please note that during peak times (such as holidays), delivery times may be longer than usual.
3. Imperfections
Since every mug is handmade, slight imperfections may occur. These can include minor color variations, small surface marks, or slight asymmetry, all of which are natural characteristics of handcrafted items. These imperfections are part of what makes each mug unique and personal. So before you place an order for a handmade mug, please keep this information in mind.
4. Order Confirmation
After placing your order, you will receive an order confirmation email. Please review all the details carefully. If there is an error or if you would like to make any changes, please contact me as soon as possible so that I can adjust your order before production starts. Once production begins, I will be unable to modify the design, so I recommend reviewing everything carefully.
5. Changes to orders
Once an order is placed, changes to the address cannot be made. If you need to change your address after placing an order, please make sure the address is correct before completing your purchase.
If you would like to change the text or color of your mug, this can only be done within 24 hours of placing the order. After this time, it will not be possible to make changes to your mug’s design, so please make sure everything is correct when placing your order.
6. Returns & Refunds
You have 28 days from receiving your order to request a return. To be eligible, the item must be unused, undamaged, and in its original packaging.
To return a product, please send an email to ceramicsisa@gmail.com with your order number and the reason for the return. You will receive a return label via email. Once your order is returned, I will inspect it. Please note that the responsibility for the return shipment lies with you. If a mug arrives broken, unfortunately, I won’t be able to approve the return. If the return is received and approved, the refund for the products (excluding shipping costs) will be processed within 14 days to the original payment method.
7. Shipping & Delivery Responsibility
Once your order has been shipped, I am not responsible for any issues caused by the courier, such as incorrect deliveries or missing packages. If there is an issue with the delivery, please contact me via email, and we can work together to resolve the situation. I will assist you in tracking the package and contacting the courier if necessary.
8. Care Instructions
To ensure your mug stays in perfect condition, I recommend handwashing your personalized mug with mild soap and warm water. While the design is durable, washing in the dishwasher may cause fading or wear over time. To protect the design, avoid using abrasive scrubbers or harsh chemicals. With proper care, your custom mug will last for years!
9. Gift Orders
If you’re ordering a personalized mug as a gift, please double-check the recipient’s address and any details regarding the design. I’m happy to ship directly to the recipient, and I can even include a special message or gift wrap if you’d like. You can add this option here
10. Customer Service
I’m here to help! If you have any questions, concerns, or need assistance with your order, don’t hesitate to reach out to me!
