Production and shipping
Ceramics is a slow process. We have a limited stock and produce products on a pre-order basis. This means we save resources (water, energy, clay)- limiting our impact and increasing our ability to be a sustainable and well-run small business. Therefore, any piece in our collection will take a minimum of 2 weeks to ship (summer) and 3 weeks to ship (winter). If it is an order of more than 10 pieces, we will get in touch with you to make sure that we can complete the delivery in a time that is adequate for you. Expect to have your products within a month of ordering. Feel free to get in touch with us during the month – we love sharing our process and would love to share the process with you!
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Contact us at firstname.lastname@example.org for questions related to refunds and returns. What is our return policy? If you’re looking to return or exchange your order for whatever reason, we’re here to help! We offer free returns within 30 days of purchase. You can return your product for store credit to the original payment method. Exceptions:
- Discounted items are final and cannot be returned or exchanged
- Returned items must have tags still on and be returned in original product packaging
- Returned items must have no visible signs of wear or us
To initiate a return, please complete the following steps:
- Reply to your order confirmation email to request which products you would like to return.
- Print the prepaid return shipping label that you will receive by email
- Send all items back to us using the label provided
What are the shipping options? We ship by mail or we can deliver in person directly in Madrid. What are the international taxes, duties, etc., that I have to pay? All international duties and taxes are the responsibility of the customer and depend on country. When will I receive my order? If items are in stock, we package and ship your order in 3 business days. If they are not in stock, we will get in touch with you to discuss a timeline – but expect a month. Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com. What do I do if I received a defective order? We send pieces in protective material to ensure that they arrive safely. Any defect that you may notice is related to the artisan nature of the product. If a product is broken or damaged at arrival, please get in touch with us at firstname.lastname@example.org. How do I make changes to an order I’ve already placed? Get in touch with us at email@example.com Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
What about exchanges?
We only replace items if they are defective or damaged by mail. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org. Where are you located? Madrid Spain! Why doesn’t my product look exactly like the photo? We make professional artisan products. You may notice some differences from the reference image and the delivered product. This should not vary more than a tiny bit in color or size or texture. If you notice something extraordinary, get in touch at email@example.com. How is the product made? Where do the materials come from? We make our products by hand at our studio in Madrid. We source materials from Spain mainly or if we are travelling, and we are inspired by the landscape or materials there, we may source clay and glaze materials from there. What is your sustainability policy? We try to be as circular and low impact as possible. Ceramics can actually have a lot of negative impacts because of electricity and materials. We rely on local providers to limit our carbon footprint. We recycle all clay to make sure we do not waste. We make many of our own glazes to ensure natural elements. We limit firings to save electricity. How do I contact your company if my question isn’t answered here? Get in touch with us at firstname.lastname@example.org