Shipping Policies:
We know how important it is for you to receive your ceramic items quickly and securely. That’s why we are committed to offering dependable and prompt shipping services. For your ease, please review the details below about our delivery and shipping process.
We offer various shipping methods to accommodate your needs:
1. Pick-up (free): You are welcome to pick-up the item from the studio (Al Quoz, Dubai). Pick-up date and time are arranged via email/phone once we receive your order and payment.
2. Dubai delivery: Delivery is organized via courier, the price of the delivery is determined accordingly depending on the location. Delivery date and time are arranged via email/phone once we receive your order and payment.
3. Other emirates and international shipping: Shipping to other cities/countries is organized via local post service or DHL/Aramex depending on the customer preference. Shipping is organized within 7 days of receiving your order and payment. Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting. The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will all be deductible from any refund due.
Delivery Timeframes and Tracking:
Estimated delivery times are influenced by following factors: item availability, your shipping address, and the selected delivery method. An estimated arrival date will be provided via email after the successful order. Keep in mind that custom or personalized products may take extra time to produce.
Once your order has been shipped, we will send you a shipping confirmation email. International orders will come with a tracking number. You can use this tracking number to monitor the progress of your shipment through our designated shipping carrier's website. Please allow a brief period for the tracking information to become available after receiving the email.
Double-check and provide accurate shipping details during the checkout process. Any errors or incomplete information may cause delays or unsuccessful deliveries.
Accessibility: Ensure that your delivery address is accessible to our shipping carriers. If you live in a building with specific access requirements or restrictions, please inform us in advance.
If you provide the wrong shipping details and fail to identify the error until after the parcel has been shipped out, the lost parcel is therefore the responsibility of the customer. Occasionally, an incorrect address can be rectified, but in the case it is lost, no refund will be offered in the case of the package going missing.
Return & Refund Policies:
Returns are only accepted in a rare case of a wrong item being accidentally shipped out. In a case of such occurrence, kindly get in touch via email and I’ll rectify the order. If the ceramic items have been used, they cannot be refunded. Kindly provide photo/video proof of the unused item to request return and refund. The return package should be accompanied by the original packaging, tags, and any included accessories or manuals. Refund is issued once the item is received by the studio and inspected.
If you are eligible for a refund, it will be issued to the original payment method used for the purchase. Please allow for the processing time of the financial institution. Refunds will typically exclude any original shipping charges and may be subject to a restocking fee, which will be communicated to you during the return process.
Damaged or Defective Items:
If you receive a damaged or defective product, please contact our Customer Support team immediately, providing details and supporting photographs, if possible. We will work with you to resolve the issue promptly.
Special and Personalized orders.
No returns or refunds are offered for special and personalized orders due to unique designs created specially for your particular order.
Note:
Your satisfaction is our top priority, and we strive to provide exceptional customer service throughout the returns and exchanges process. If you have any questions, concerns, or special requests, please don't hesitate to contact our Customer Support team. We are here to assist you and ensure your experience with our furniture is nothing short of delightful.
Last updated: 24th June 2025