Shipping & Returns
Processing Times
Every piece is carefully made, finished, and packed by hand in our studio.
Regular orders: ship within 3-5 business days.
Collection launches and high-demand releases: due to significantly increased order volumes, processing times may extend to 5-7 business days before shipment.
Once your order has been dispatched, you'll receive a shipping confirmation email with tracking information (where applicable).
Shipping
All orders ship from Germany.
We primarily use trusted carriers including DHL and DPD. Most shipments include tracking and insurance coverage.
Shipping times vary by destination and are estimates only. Delays caused by customs processing, local postal services, weather conditions, or other circumstances beyond our control are not the responsibility of our studio.
International Orders
For deliveries outside the European Union, import duties, customs fees, VAT, taxes, or other charges may apply depending on your country's regulations.
These charges are determined by local customs authorities and are the responsibility of the customer unless otherwise stated at checkout.
Please familiarize yourself with your country's import regulations before placing an order.
Returns & withdrawals
Customers located within the European Union have the right to withdraw from their purchase within 14 days of receiving their order, in accordance with EU consumer protection laws.
To be eligible for a return:
Items must be unused and in their original condition.
Items must be returned in their original packaging whenever possible.
Return shipping costs are the responsibility of the customer unless the item arrived damaged or defective.
Refunds are issued within 14 days after the returned item has been received and inspected.
Custom & Made-to-Order Items
Items made specifically to your requirements, personalized pieces, or custom commissions are not eligible for return or cancellation once production has begun.
Damaged items
While ceramic pieces are carefully packaged using tested protective materials, shipping damage can occasionally occur despite our best efforts. If your order arrives damaged, we are happy to help.
However, shipping carriers require damage claims to be submitted quickly, so it is important that you follow the steps below.
Please notify us within 48 hours of delivery.
Claims submitted after this period may no longer be eligible for replacement or reimbursement because carrier claim deadlines may have expired.
To process a damage claim, please send:
A photo of the outer shipping box.
A photo of the shipping label.
A photo showing all protective packaging materials.
Clear photos of the damaged item(s).
One photo showing all damaged pieces together.
Your order number.
Please keep all packaging materials and damaged pieces until your claim has been reviewed. In some cases, the shipping carrier may request additional information or require inspection of the original packaging.
Failure to provide the required photos or disposing of the packaging before the claim is reviewed may prevent us from submitting a successful claim with the carrier.
Once we receive the necessary documentation, we'll review the case and arrange an appropriate solution, which may include a replacement, store credit, or refund.