Frequently Asked Questions
GENERAL INFO
Q: Are your products handmade?
A: Yes, all of my products are completely handmade. Each item is crafted with care and may feature small imperfections that add to its charm and individuality.
Q: How are the colors of the pottery represented?
A: Colors of pottery may appear different based on the lighting and composition of your device's screen, as well as the lighting under which the pottery was photographed. Please keep in mind that our items are handmade and may not be "perfect" like those from a serial production factory line.
Q: When will you have new items in your shop?
A: I have a stock update every month. Please subscribe to the newsletter and / or follow my socials for shop announcements.
Q: Tell me more about your pre-orders?
A: From time to time, I take pre-orders with 4-6 weeks production time. The listings for these items will include a timeframe within which your order will be ready for shipping and info photo of the item. Note that your item may vary ever so slightly from the stock photo, due to nature of hand made individual production process.
Q: Do you take custom orders?
A: If my work schedule allows it, and if the theme of your idea is in accordance with my style of work. Feel free to contact me with your custom requests at info@milushka.net
Q: Can I cancel my order?
A: You can cancel your purchase within 24 hours from the moment of purchase. However, please note that a 20% restocking fee will be deducted from the refund amount. Pre-ordered and custom ordered items cannot be cancelled once purchased.
Q: Can I return or exchange my purchase?
A: No, we do not accept returns or exchanges. We encourage customers to carefully read the item descriptions and view all images before making a purchase.
Q: What is your privacy policy?
A: You can access my privacy policy at https://milushka.net/pages/privacy-policy
Q: How do I contact you?
A: You can reach me at info@milushka.net or through the Contact form.
SHIPPING INFO
Q: Where do you ship from?
A: All orders are made in and shipped from Croatia, EU
Q: What delivery options you have for my order?
A: During checkout, you will be offered standard or expedited shipping, both calculated by order weight and delivery destination. Each option will carry an approximated delivery time. Please note that delivery time does not include order processing time.
Q: What are your order processing times?
A: In-stock items will be processed within 3 business days of purchase. Pre-orders will be processed within the timeframe indicated in pre-order item listing (usually 4-6 weeks).
Q: How long does shipping take?
A: For standard shipping option, orders from EU and UK usually arrive within 7-14 days from the date of shipping, while orders to most USA addresses usually arrive within 15-30 days from the date of shipping. For expedited EMS shipping, delivery time is mostly 5-7 working days for EU and UK and 10-15 days for USA, Canada and most other worldwide countries. Please note that these are general delivery times and delays may occur.
Q: What if my package is lost?
A: If your package is lost due to a postal error or lost shipment, we will refund the item after 8 weeks from the shipping date, provided that you inform us of the non-delivery after 4 weeks from the purchase. Please refrain from contacting us about tracking information and shipment progress before 4 weeks from the shipping date have passed.
Q: Do I need to pay import taxes?
International shipments may be subject to additional taxes and import tariffs paid by the customer. Please check with your border agency or mail service's website to determine if you will be required to pay import taxes in your country.
RETURNS, EXCHANGES AND REFUNDS
Q: Can I return or exchange my purchase?
A: No, we do not accept returns or exchanges. We encourage customers to carefully read the item descriptions and view all images before making a purchase.
Q: What if my order arrives damaged?
If your order arrives damaged, we offer refunds. Please email us with your order number, proof of breakage in the form of photographs of the pottery, photographs of the packaging, and a photograph of the shipping label. Failure to provide these details may result in a refusal of a refund.
Q: What if I provide the wrong shipping address?
A: Please notify me as soon as you realize you have provided a wrong delivery address. We cannot re-route packages once they are in transit. If a package is delivered to an incorrect address due to a customer error during checkout, we do not provide refunds.
Q: Can I request a refund if I miss the delivery or fail to collect the order?
A: If you are not available for delivery and/or fail to collect the order from the post office, and the package returns to me, I will send the item again after receiving payment for the new shipping. Refunds in this situation are not accepted.