Shipping policy

Last updated: 14 July 2026

This policy explains preparation, production and delivery estimates for orders placed at o-tonkeramik.com.

Order processing

Orders are processed Monday–Friday, excluding German public holidays. Orders placed after 17:00 Berlin time are treated as received on the next business day.

Ready-to-ship pieces

Ready-to-ship items are normally prepared within 1–2 business days. Standard delivery within Germany then normally takes 3–4 business days. The usual total estimate is therefore 4–6 business days.

Personalised and made-to-order pieces

Personalised or made-to-order ceramics normally require 10–14 business days of production before dispatch. Ceramic firing and quality control can be unpredictable; if a piece must be remade, production may occasionally take 3–4 weeks. A specific estimate shown on the product page or agreed with you takes priority.

If one order contains ready-to-ship and made-to-order goods, we may dispatch them together when the complete order is ready unless we tell you otherwise.

Shipping charges and destinations

Standard delivery within Germany is free. Any other available destinations, methods and charges are shown at checkout before payment. A destination is served only if checkout accepts the delivery address.

Tracking

Where tracking is available, we send the carrier link after dispatch. Carrier estimates are not guaranteed delivery dates.

Address accuracy and failed delivery

Please check your delivery address before submitting the order. Contact us immediately if it is incorrect. We cannot guarantee a change after fulfilment begins. Additional costs caused by an incorrect address, refusal or uncollected parcel may be charged where legally permitted.

Delays

Severe weather, carrier disruption, customs controls and other events outside our reasonable control can delay delivery. We will help investigate a parcel that is materially overdue.

Damage, loss or incorrect goods

If an order arrives damaged or incorrect, contact support@o-tonkeramik.com promptly with the order number and photographs of the item, packaging and shipping label. Keep all packaging until we confirm the next step. If an item is faulty, incorrect or damaged in transit, we cover the reasonable return cost or provide another appropriate remedy.