Frequently Asked Questions

Useful answers about pieces, personalisation, delivery and returns.

Are all pieces handmade?

Product pages describe how each piece is made or finished. Small variations in colour, glaze, shape and motif placement are natural characteristics of ceramic production and help make each piece individual.

How long does an order take?

Ready-to-ship orders are usually prepared within 1–2 business days. Delivery within Germany normally takes a further 3–4 business days. Personalised or made-to-order pieces normally require 10–14 business days of production before dispatch; in exceptional remake situations this may extend to 3–4 weeks.

Can I change personalisation after ordering?

Contact us as soon as possible. If production has not started, we will try to help. Once preparation has begun, changes or cancellation may no longer be possible.

Can I return an item?

Ready-made goods can generally be withdrawn from within 14 days of delivery, subject to the conditions in our Returns & Right of Withdrawal policy. Personalised items are generally excluded from that right. Faulty, damaged or incorrect goods are always handled separately.

What if my order arrives damaged?

Email us promptly with your order number and clear photographs of the item, packaging and shipping label. Keep the packaging until we confirm the next step.

Do you offer direct exchanges?

We do not process direct exchanges. For an eligible return, send the original item back and place a new order for the preferred piece.

How do I care for my ceramic?

Follow the product-specific instructions and our Care Instructions. Hand washing is the gentlest option for decorated and personalised ceramics.

How can I contact you?