Shipping and deliveries

✦ Do you accept international orders?

Yes, I ship worldwide. Please understand that you are responsible for paying any customs fees/duties/taxes once it reaches your country in order to retrieve your package.

✦ Where are you based?

My Studio is currently in Lisbon, Portugal. A member of the EU, so if you are also in the EU, you don't have to worry about Customs.

✦Which shipping company do you use?

I ship all orders with the Portuguese national shipping company (CTT), and the type of shipping is "Registered Shipping".

✦ How long does it takes you to ship orders? How long does it take for orders to arrive? 

Usually things are shipped out within 5 buisness days. Unless i have ran into any issues, for example sometimes i have to order extra boxes or struffing to be able to safely send orders, and so i you may have to wait a little extra. Other times i may receive more orders than usual and take a little longer to pack them. If you haven't received a confirmation email that your order has been shipped feel free to contact me so i can resolve the issue. You'll receive a tracking code on your e-mail, so please check it out! Once the parcel is over at postal services, it is completely out of my control in terms of its delivery speed. For domestic orders, it takes around 1-5 business days. For international orders it generally takes around 2-5 weeks. This estimation is also subject to change during holidays and strikes, where postal carriers have to handle a massive load of mail. Your patience is very much appreciated!

I encourage you to recycle and reutilize the packaging.

✦ I ordered my piece for X ocasion, will it be here by then?

Unfortunately, i am not able to guarantee that your order will be finished by x date, so please make sure to rplace your order with enough time in advance if you wish to get it for a special occasion. Even then it may not be possible to do, as per the nature of the Ceramics. It has happened that due to a large ammount of orders or because of defects in the first attempt at producing an item, sometimes i may have to re-make an order a few times before it is up to standard. 

✦ I haven't heard anything from my order, is there any way for me to track it?

If this is the case please contact me via email or Instagram DM. I tend to be a little slow at checking on emails so DM is always the better option, but if i don't respond for any reason it is possible that your message went to spam or it is in the hidden requests of instagram. i encourage you to message me again if you don't hear back from me within a week. If your order has already been shipped then you will have been provided with a Tracking number via email which you can follow on CTT's website. Unfortunately once packages are with the shipping company i am unable to controll what happens to them butIf there are any issues with your delivery you can still contact me and i will do my best to help you with the situation.

✦ I want to order from your website but i think the shipping costs are too expensive, can you hand deliver something?

Shipping fees is money that i do not keep or decide the prices of myself, it is a set fee that the shipping company i use charges. Any shipping costs on the website are accurate to what the shipping company charges for that weight package and i do not charge any extra fees for shipping. I also do not chage anything for the boxes and packaging supplies themselves. Since i am shipping ceramics, the packages tend to be heavier as they require allot of stuffing to make sure your order arrives safely, generally speaking they tend to weight above 500g each for one piece. If you order two pieces it's common for the package to end up with more than 1kg and therefor there is an extra fee since the shipping company charges more for that weight category. I can also only ship packages up to 2kg so if your order ends up being heavier than 2kg i will have to separate it into two boxes and that is also more expensive. Ocasionally it may happen that the website undercharges or over charges your shipping due to the Big Cartel shipping fee system, i have tried my best to fix this but Big Cardel provides limited options for shipping pricing. In case of overcharging, that money always goes to any other package that may have been undercharged, or it goes to cover the packaging costs that i usually don't charge for.

In terms of hand deliveries, i also do not do those. Not only is it a safety issue, it is too time consuming and expensive for me to go out of my way to individually hand deliver packages.

Returns and refunds

✦I have ordered from the USA and i am being affected by tariffs, what should i expect?

Unfortunately, Several European countries temporarily suspended postal shipments to the U.S. starting in August 2025 due to new U.S. customs regulations ending the "de minimis" exemption for low-value packages. The suspensions were in response to confusion over how to comply with new rules and collect import duties, with 88 countries including Portugal, Germany, Denmark, Sweden, Italy, France, and the UK halting shipments to figure out how to adapt

Not only does this mean that all orders not sent before August 26th 2025 have been held back in storage awaiting further information, But also that some USA orders sent before it have been sent back to me as they were still mid shipping.

CTT (Portugal's national shipping company) has yet update their information on the matter and has not provided any prediction on when the suspension will be lifted, or when we will get any new information on the matter. You can read their official, most recent article on it here, just be sure to translate the page with your browser.

As soon as i get any new information on the topic i will be sending out emails to every USA customer providing details and offering options on how to proceed. I have made the decision that for those who still wish their orders to be shipped, i will not be charging any extra shipping fees on top of what has already been charged for shipping, as i expect that all customers will already be having to pay tariffs upon delivery. In the event you wish to forego the shipping of your item, a full refund of item and shipping will be issued and the item will be put back in store for someone else to purchase.

If you’re not familiar with how tariffs work, here’s a simple overview of what usually happens when ordering internationally.

In the European Union, whenever someone orders an item from outside the EU, the package is temporarily held at a customs facility for inspection. The recipient then receives a notification, usually both a letter and an email, with details about the shipment and a link to a government or postal website. There, you’ll be asked to fill out a short form confirming your purchase details.

Based on the item type and its value, the system calculates the import fees or tariffs owed. These fees are collected by the shipping or postal company on behalf of your country’s customs authorities and then transferred directly to the government as a form of import tax.

It’s important to note that these charges are not set or collected by the seller, we don’t have any control over them, nor do we receive any portion of that payment. They’re simply a standard part of international trade, intended to support local economies and balance commerce between countries.

While this is how citizens of the European Union generally experience tariffs, the process in the United States can work a bit differently.

When shipping to the U.S., imported packages are also subject to inspection by U.S. Customs and Border Protection (CBP). However, most small personal orders, especially those under a certain value (currently around $800 USD) typically enter the country duty-free, meaning no additional import fees or taxes are charged.

For orders that exceed that amount, or for specific categories of goods that are subject to import restrictions, U.S. Customs may assess duties or taxes. If this happens, the carrier (such as USPS, UPS, or FedEx) will usually contact you directly to handle the payment before delivery.

As with EU imports, these potential fees are entirely managed by customs authorities, not by the seller. I do not have control over whether or not a tariff is applied, nor do I receive any part of that charge.

Once shipping to the U.S. opens again, I’ll do my best to provide clear updates and guidance so you’ll always know what to expect when placing an order.

Additionally, here are some more articles on the topic

Euro News Article - Portuguese postal service joins list of European companies suspending goods deliveries to the US

The Guardian's Article - Postal services around the world suspend deliveries to US: how will it affect you?

DHL Group Article - New U.S. customs regulations: Temporary restrictions on postal goods shipping to the U.S. for private and business customers

✦What is your cancelation policy?

As per the European Right to Withdrawal: If you buy a product or service online, by phone or from a seller at your doorstep you have the right to withdraw. This means you can cancel the contract within 14 days with providing any justification. For goods this means 14 days from the date of delivery, for services 14 days after the day the contract was agreed. If the cooling-off period expires on a non-working day, your deadline is extended until the next working day."

HOWEVER the 14-day cooling-off period does not apply to goods made to order or clearly personalised. AKA pre-orders and commissions

✦ What's the return, exchange + refund policy?

  Under EU laws, buyers have the right to return products within 14 days. If your item was damaged upon delivery, please keep the original packaging as this is required evidence for any compensation to be issued. If these are the cases or if I sent you the wrong item, please contact me through my email [email protected]  or my instagram @tinystrawberry.s within 3 days of delivery with your order number and any information I may need to recognise your issue with.

Refund Policy and What to Expect

Refund amounts will depend on your specific situation. Below are several possible scenarios to help you understand what applies to your order.

1. Orders Affected by the USA Shipping Suspension

If you’ve been affected by the recent USA shipping suspension due to new tariffs and your item has not yet been shipped, you are entitled to a full refund, including shipping costs.
In this case, your order is currently being stored while waiting for new updates. If you choose to cancel your claim to the item, it will be relisted for sale on the website.

If your order has already been shipped but was returned because of the tariff issue, you are entitled to an item-only refund, since the shipping cost has already been used.

2. Pre-Orders, Custom Orders, or Other Specific Situations

You may be eligible for a partial refund or replacement if any of the following apply:

• Your item is a pre-order or custom piece that has already been delivered but shows minor visual defects that do not affect its functionality.
• Your pre-order or custom item arrived with a slight difference in colour (glaze or underglaze) compared to the photo.
• Shipping time (not delivery time) for your pre-order or custom item has taken longer than 4 months.
• Your item arrived damaged due to mishandling by the shipping company.
• You received the wrong item.

In these cases, you may choose one of the following options:

• A replacement item by covering the cost of shipping,
• Up to a 30% refund while keeping the item, or
• A 100% refund of the item’s cost if and when it is returned in its original packaging.
  Please note: return shipping fees are not covered by the seller.

3. Important Notes

• Refunds are not issued automatically. Each case will be reviewed individually, in accordance with European consumer laws, while also protecting the seller from potential scams or unjustified claims.

4. When Refunds May Not Be Possible

You may not be entitled to a refund if your item is missing, undelivered, or delayed.
As unfortunate as these situations can be, they sometimes happen due to package theft or mishandling by shipping companies. Sadly, these are also the types of claims that can occasionally be abused, so they must be treated carefully.

Shipping details for orders outside the European Union often stop updating once a package leaves EU soil, as it’s then handled by another shipping company. Because of that, I’m not always able to verify final delivery.

In some cases, delayed packages are returned to me; in others, they eventually arrive much later than expected. When I’m informed of such issues, I always contact the shipping company directly to try to locate the package. While this process can be slow, it occasionally leads to a happy outcome — a “lost” package finally found and delivered.

✦ How do you issue refunds?

Refunds are issued through the website and you will receive the amount through whatever payment method you used to purchase it.

✦ Missing attempted deliveries and ordering with the wrong shipping address will result in the package being returned to me. In such instances, compensations will NOT be issued as it is the customers’ responsibility to provide a correct shipping address and to collect parcels within the given time provided by their allocated local post office. When the package have been successfully returned, customers will be informed via email and will have a choice between receiving a refund for the price of the items bought, or paying extra shipping fees for a second delivery. Please understand that returned goods may take over 1 month to be returned to sender. To avoid issues with delivery, please provide a correct shipping address when placing an order, and please refer to your tracking number so as to avoid missing deliveries.

Privacy policies

✦ What Information Is Collected

When you use this website, the following information may be collected:

1. Information You Provide

When you make a purchase, create an account, or contact me directly, I may collect:

• Your name,
• Email address,
• Shipping and billing address,
• Order details, and
• Payment confirmation information (no card numbers are ever stored).

2. Automatically Collected Information

This website may automatically collect limited data through cookies and analytics tools (such as Google Analytics or your shop platform’s built-in analytics).
This can include:

• Your browser type, device, and IP address,
• Pages visited and time spent on the site,
• How you found the website (for example, through social media or search).

This helps me understand how visitors use the website and improve the experience as well as actually being able to send you your item.

✦ How Your Information Is Used

Your information is used for legitimate business purposes only, such as:

• Processing and fulfilling your order,
• Shipping your purchase,
• Contacting you about your order or to respond to questions,
• Managing refunds or returns,
• Complying with legal or tax obligations, and
• Improving the website and customer experience.

✦ Sharing of Information

I value your privacy and only share information when absolutely necessary to complete your order. Don't worry, i'm not running and evil scheme here haha.
This includes trusted third parties such as:

• Payment processors (e.g. Stripe, PayPal),
• Shipping and postal services, and
• Website hosting platforms (such as Big Cartel or similar).

These providers are GDPR-compliant and only use your data for the purpose of fulfilling your order.

Your data will never be sold, rented, or shared with any third party for marketing purposes.

✦ Data Storage and Retention

Your personal data is stored securely and only kept for as long as needed to:

• Complete your purchase,
• Meet tax and accounting obligations, or
• Resolve any disputes related to your order.

After this period, your data is safely deleted or anonymized.

✦ Your Rights Under GDPR

As a resident of the European Union, you have the right to:

• Access the personal data held about you,
• Correct any inaccurate or outdated information,
• Request deletion of your personal data (“right to be forgotten”),
• Restrict or object to certain data processing, and
• Request a copy of your data in a portable format.

If you wish to exercise any of these rights, please email me at [email protected]
Requests will be handled within the time limits required by GDPR (typically 30 days).

✦ Cookies

This website may use cookies, small text files stored on your device, to help it run smoothly and understand how visitors interact with the site.

Cookies may be used for:

• Website functionality (shopping cart, language settings, etc.),
• Analytics (understanding visitor behaviour), or
• Preferences (saving your choices for future visits).

You can disable cookies through your browser settings if you prefer, but this may affect some website features.

✦ Security

All reasonable precautions are taken to protect your information.
Payments are processed through secure, encrypted systems, and no credit card information is ever stored by TinyStrawberry.

Despite best efforts, please remember that no online system can guarantee absolute security, but every reasonable measure is taken to safeguard your data.

✦ External Links

This website may contain links to other websites (such as social media or partner pages).
TinyStrawberry is not responsible for the privacy practices or content of those external sites.
I recommend reviewing their privacy policies before sharing any personal data.

✦ Updates to This Policy

This privacy policy may be updated occasionally to reflect legal requirements or changes to how the business operates.
Any updates will be posted here with a revised “last updated” date.

✦ Contact

If you have questions or concerns about this Privacy Policy or how your information is handled, please contact:

📧 [email protected]

Terms and conditions

Welcome to TinyStrawberry, a small handmade ceramics studio based in Portugal.
By placing an order through this website, you agree to the following terms and conditions.
Please read them carefully before making a purchase.

✦ About the Products

All items available at TinyStrawberry are handmade with care and attention to detail.
Because of the handmade process, each piece is unique, slight variations in colour, shape, and texture are completely normal and part of the charm of handcrafted ceramics.

While I do my best to accurately describe and photograph each piece, please note that:

• Colours may appear differently depending on screen settings.
• Measurements are approximate and may vary slightly.
• Small marks, glaze drips, or uneven textures are part of the natural handmade process.

✦ Orders and Payments

All prices are shown in euros (€). Payment is due at checkout through the available payment methods on this website.

An order is confirmed once payment has been successfully received.
I reserve the right to cancel or refuse an order in cases such as:

• The item is out of stock,
• There was a pricing or description error, or
• Payment could not be verified.

✦ Shipping and Delivery

Orders are shipped from Portugal (European Union).
Please allow up to 14 business days for processing, especially during busy periods or for custom/pre-order items.

Shipping times vary depending on the destination and postal service.
Once dispatched, you’ll receive a tracking number where possible.

TinyStrawberry is not responsible for shipping delays, customs holds, or import duties charged by the destination country once the parcel has left Portugal.

✦ Customs and Import Fees

International customers (outside the EU) are responsible for any customs duties, taxes, or import fees applied by their own government.
These charges are not included in the product price or shipping cost and are not controlled or collected by TinyStrawberry.

✦ Returns and Refunds

As each item is handmade, returns are handled carefully and on a case-by-case basis.

Under EU law, customers within the European Union have a 14-day right of withdrawal from the date of receiving their order.
If you wish to return an item within this period, please contact me first at [email protected] before sending it back.

To qualify for a refund:

• The item must be unused, undamaged, and in its original packaging.
• Return shipping costs are the responsibility of the buyer unless the return is due to a fault or error on my part.

Refunds will be processed once the item is safely returned and inspected.

Please note that the following are not eligible for refund or return:

• Custom or personalized items,
• Pre-orders specifically made to your request,
• Items that show clear signs of use or damage after delivery.

✦ Damaged or Incorrect Items

If your order arrives damaged or you receive the wrong item, please contact me within 7 days of delivery and include clear photos.
Depending on the situation, I can offer a replacement, a partial refund, or a full refund once the item is returned.

✦ Cancellations

Orders can be cancelled before they are shipped.
Once an order has been dispatched, cancellation is no longer possible.

For made-to-order or pre-order pieces, please reach out as soon as possible if you wish to cancel, I’ll do my best to accommodate your request.

✦ Liability

All TinyStrawberry products are intended for decorative or domestic use as described in their listings.
Please follow any care instructions provided with your piece.

TinyStrawberry is not responsible for indirect or consequential damages arising from the use of this website or its products.

✦ Privacy and Data Protection (GDPR)

Your privacy is important to me.
Personal information (such as your name, address, and contact details) is collected only for order processing, shipping, and communication about your purchase.

I will never sell or share your personal data with third parties, except for necessary service providers (such as payment processors and shipping companies).
Payments are handled securely through trusted services such as Stripe or PayPal ,TinyStrawberry does not store any payment details.

✦ Contact

For any questions, concerns, or issues with your order, please get in touch through the Contact page or email me at:
📧 [email protected]

I aim to respond within 5–8 business days.

General Questions

✦ Do you do custom orders?

As of December 2024 i have decided to stop taking any custom orders for the forseeable future, as it was it was becoming impossible for me to fulfill orders in a timely manner, and was taking away from being able to create new designs.

✦ Will you be taking pre-orders again?

It is possible that u will sometimes open limited pre-orders for a few specific items that are easily reproduced and repeatable, and that i have ceramic molds of. As of late 2025 i have decided to focus on bigger and more sculptural projects along with functional but one of a kind pieces. It is my goal that every piece finds a loving home, and with the growth of my buissness, the volume of orders has become more of a hurdle keeping me from being able to create new designs and improving my skills. There is allot of new ideas i want to explore, but i need the mental space to be able to do that, without being worried about making sure designs come out exactly as the previous batch and in a timely manner, when the nature of the medium of ceramics is antithetical to that goal.

✦ So what will happen to your old designs? Will you ever re-stock previous pieces? 

All designs i have created are dearly held in my heart, and there are many of them i want to continue making in the future. Some of the more simple designs i have made ceramic molds for and can easily  recreate, others are more sculptural and complex in nature and it is difficult to guarantee that a second attempt at the same design would come out the same. So for those types of items i prefer to treat each one as it's own unique object, simply an itteration of the previous one.

✦ Are your Ceramics food-safe and microwave safe? Can i put them in the dishwasher?

︵‿︵‿︵‿︵✦︵‿︵‿︵‿︵

If you have any other questions, please contact me though my email or any of my social media DM's