Shipping
How long will it take for my order to arrive?
When you place a custom order, I aim to process and ship it within 6 weeks at the latest. Please note, this timeframe only covers the creation of your order and does not include shipping time.
While I strive to meet this 6-week timeline, there may be times when it takes a little longer. If your order is delayed beyond 6 weeks, I will notify you via email with an updated delivery estimate. Once your order is ready, you’ll receive a dispatch notification, and shipping usually takes an additional 2 to 5 days, depending on the chosen delivery method
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
Do you have priority shipping?
I offer priority shipping for faster delivery, with orders shipped within 2-3 weeks.
Please keep in mind that handmade ceramics are delicate, and the priority shipping timeframe is an estimate. If any delays arise, I will contact you to discuss the option of a refund for the priority shipping
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, you can't cancel your order after you have placed it. If you have any questions about your order, please contact me at ceramicsisa@gmail.com
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. If the mug has already been made and you want to make adjustments, this is unfortunately no longer possible.
If your address is incorrect and your package is not yet on its way, this can be changed.
My order didn't arrive in time
In most cases I indicate that it can take 2-8 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.
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 clay for all my pieces.
What is the difference between 'in stock' and 'custom'?
"In stock" means that the mugs are available and will be shipped within 1-2 days. These mugs cannot be personalized. "Custom" mugs typically have a shipping time of 2-8 weeks and can be personalized. PRE ORDERS also have a shipping time of 2-8 weeks.
Which shapes can I choose from for my custom mug?
I have several mugs that you can choose from to personalize your perfect mug. you can see the different shapes:
