✦ 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.