How fast do you ship ready-made items?
I ship ready-made items within 1–2 working days, so they’ll be on their way to you super quick!
How long do custom orders take to ship?
Custom orders usually ship within 2–3 weeks. Sometimes it might take a little longer because handmade ceramics go through a lot of steps, but I’ll keep you updated. You’ll get an update around week 4 if your order isn’t shipped yet.
Do I get a tracking link for my order?
Yes! As soon as your order is shipped, you’ll receive a track & trace link so you can follow your package every step of the way.
Do you ship internationally?
Absolutely! I ship worldwide. You can check at checkout if your country is listed.
Can I pick up my order at your studio?
At the moment, I don’t offer local pick-up but your mug will be carefully shipped to your doorstep!
How long does it take to make a custom mug?
It depends a little on the design, but on average, making a mug takes around 30 minutes to 1 hour. After that, they still need to be dried, fired, painted, and glazed that’s where the magic (and the time) happens!
Will I get updates about my custom order?
Yes! I’ll send you an update after 4 weeks so you always know how things are going (if your mug hasn't shipped yet).
Can I request personalisation?
You can always request extra personal touches for your order. If it’s possible, I’ll gladly do it! If it’s not doable, I’ll let you know by email.
Can I cancel a custom order after placing it?
Custom orders can only be cancelled within 24 hours of placing the order. After that, I’ll already start working on your piece, so cancellations won’t be possible.
What happens if my order is delayed?
If your order takes longer than 2–3 weeks to ship, I’ll keep you in the loop with updates. In rare cases, if your order isn’t shipped after 6 weeks, you’ll receive a discount code as a little “sorry” from me.
Why can delays happen?
Handmade ceramics go through a lot of steps: shaping, drying, painting, glazing, firing (more than once). If something goes wrong along the way, I might need to start over. It takes time, but I always aim for the best quality. I’ll keep you informed if this happens.
Can I return or exchange my order?
Most items can be returned, but please note: “ps. I love you” items cannot be returned. Other items, including personalised mugs, can be returned.
How do I start a return?
Just send me an email at ceramicsisa@gmail.com. If your return is approved, I’ll send you a return label. Please note: I refund the product price, but not the shipping costs.
What if my order arrives damaged or with a flaw?
Please email me with a photo of the issue. If approved, I’ll make a new piece for you, completely free of charge of course
Where are the mugs made?
All mugs are handmade by me, Isa, in my little ceramic studio in Strijp, Eindhoven (The Netherlands).
What materials do you use?
I use high-quality porcelain clay for strength, durability, and that smooth finish. I also paint my mugs with underglazes by hand.
Are the mugs dishwasher and microwave safe?
Yes! All mugs are dishwasher and microwave safe, except for the “ps. I love you” mugs. Those deserve a little extra love and handwashing.
Why do handmade mugs look different from factory mugs?
Handmade mugs are crafted by hand, step by step, which makes each one unique with its own little character and imperfections. Factory mugs are machine-made and 'perfect'.
Can I send a mug as a gift?
Definitely! You can send any mug as a gift. I’ll even include a handwritten note, just leave your message here
Do you offer gift wrapping?