Welcome to the FAQ page Here you’ll find answers to the most common questions about your order, handmade products, shipping and returns.
If your question isn’t listed here, please don’t hesitate to contact me 🩷 I’ll be happy to help
Are all pieces handmade?
Yes! Every item is handmade by me in my studio in the Netherlands. Each piece is unique, which means small variations in shape, size or glaze may occur, this is part of the charm of handmade ceramics.
Are your mugs dishwasher and microwave safe?
Yes, all mugs are dishwasher and microwave safe. However, to keep your piece beautiful for years, I recommend gentle handwashing. Please know that the mugs from the Ps. I love you collection, are NOT dishwasher save
Can I request specific colors or designs?
Yes of course! You can always send your own ideas or inspiration to ceramicsisa@gmail.com. I love hearing your thoughts!
How long will my order take?
Each item is handmade to order, so please allow around 3–6 weeks for production. Once it’s ready, you’ll receive an email with a tracking link when your parcel has been shipped.
Can I change my order after placing it?
If you’ve just placed your order and something needs to be changed, please contact me as soon as possible. Once production has started, changes might not be possible for custom items.
Can I cancel my order?
Orders can be cancelled within 24 hours of purchase. After that, handmade production usually begins and cancellation might not be possible, especially for personalized items.
Can I order a gift for someone else?
Absolutely! Many people order Isa Ceramics as gifts. You can add gift wrapping and I’ll wrap it with care. Ready to make someone smile.
How long does shipping take?
Once your order is complete, delivery usually takes:
• NL: 1–2 business days
• EU: 3–7 business days
• Worldwide: 7–20 business days
You’ll receive a tracking link by email once your order has shipped.
Do you offer express shipping?
No, express or same-day shipping is not available
Can I have my order delivered to a pickup point?
Yes! For customers in the Netherlands, you can select DHL ServicePoint delivery at checkout. The nearest pickup location will automatically be selected for you.
If you’re not home at the time of delivery, your parcel will usually be delivered to your neighbours or to the nearest DHL pickup point.
What if my order arrives damaged?
If your parcel arrives damaged, please email me within 7 days with photos of the item and packaging at ceramicsisa@gmail.com. I’ll do my best to replace or repair your piece as quickly as possible.
Can I return my order?
Because all personalized items are handmade and made-to-order, they cannot be returned or exchanged.
Non-custom items (from fixed collections) can be returned within 14 days of delivery, provided they are unused and in perfect condition.
What if there’s something wrong with my mug?
If something doesn’t feel right with your piece, please reach out to me via ceramicsisa@gmail.com or the contact form. I’ll always do my best to make it right.
How can I personalize my mug?
You can choose the shape, glaze and add a short text or name on the product page before adding your mug to the cart.
Can I add a longer message?
Yes, that’s absolutely possible! You can add a longer text or message to your mug, if something isn’t possible, I’ll email you personally to discuss it.
Do you send a preview before making it?
No, I don’t send digital previews, as each design is created by hand. If you have special requests, you can write them clearly in the notes at checkout.
Do you offer gift wrapping?
All orders are carefully and beautifully packed, but they’re not specially gift-wrapped. However, you can add a personal note or card with a handwritten message, which will be included inside the parcel.
Do you sell gift cards?
Yes! You can purchase an Isa Ceramics Gift Card, perfect when you want to give something personal but let them choose themselves.
Can I ship a gift directly to someone else?
Of course! Just enter their shipping address at checkout
My mug looks slightly different from the photos, is that normal?
Yes! Because each piece is handmade, small variations in color or shape are completely normal. Every mug is unique and made with care, no two will ever be exactly alike.
What should I do if I’m unsure about my mug’s quality?
If you have any doubts or questions about your piece, please contact me at ceramicsisa@gmail.com. I’m always happy to take a look and find a solution together.
How should I care for my ceramics?
All mugs are dishwasher safe, but I recommend handwashing for the longest lifespan. Avoid sudden temperature changes (like pouring boiling water into a cold mug).
