Terms and conditions
Returns, Exchanges, Refunds, Item Descriptions
In stock items will be processed within 3 business days of purchase. Processing time does not include shipping time.
Preorders will be dispatched from my shop within the allotted time listed in the product description (typically 4-6 weeks). The time required and listed for making a pre-order item does not include shipping time.
All orders will be shipped by Croatian mail and will include a tracking number.
In my experience, orders within EU and UK mostly arrive within 10-14 days from the date of shipping. Orders from my shop to most USA and Canada addresses usually arrive within 10-21 days from the date of shipping. Rest of the world around 21 days. These are general delivery times for standard shipping. At checkout you will be offered both standard and expedited delivery options with indicated average delivery times that do not include order processing times.
Upon buyer's initiative exclusively, I will look into the status of potentially lost shipments (but not before 4 weeks from the shipping date have passed).
Please track your shipment for progress. I do not monitor packages after I've sent them. It is the buyer's duty to track the shipment . Sometimes local post offices fail to leave a note if the buyer is not at the address. That's why it is important for the buyers to check the tracking every few days or so to avoid complications.
If the buyer isn't available for delivery and/or doesn't collect the order from the post office, and the package returns to me, I will send the item again after receiving the payment for the new shipping. Refunds in this situation are not accepted.
I will refund an item not delivered after 8 weeks from the shipping date due to postal error / lost shipment only under the condition that buyer alerts me of not receiving the item after 4 weeks from the purchase. This is important because Croatian Post won't accept claims before 4 weeks have passed from the date the package was handed over to them. If you haven't received the item after 4 weeks from shipping date, let me know immediately so I can make a claim with my Post. I will not issue a refund for lost mail if the buyer fails to inform me of item not received 4 weeks after the shipping date. For example, If you only contact me 8 weeks or later after not receiving the item, I will not issue a refund.
Please refrain from contacting me about the tracking info and shipment progress before 4 weeks from the shipping date have passed.
The mentioned lost-shipping scenarios are very rare. 99.9% of my packages are delivered in a timely manner, but it is important for me to have a clear policy for that 0.1% of orders that sometime get delayed and/or lost for various reasons.
Please make sure you enter the correct shipping address upon checkout. I cannot re-route packages once they are in transit. If a package is delivered to an incorrect address because of a customer error during checkout, I do not provide refunds.
International shipments may be subject to additional taxes and import tariffs paid by the customer.
If you are unsure if you will be required to pay import fees and/or sales taxes in your country, check your border agency or mail service's website and determine the value of packages allowed to be imported without paying an import tax.
- I do not accept returns or exchanges.
- Purchases of in-stock items can be cancelled up to 24 hours from the moment of purchase and the issued refund will be deducted by 20% of the item price (without shipping cost) as a re-stocking fee. Pre-ordered and custom ordered items cannot be cancelled once purchased.
- Partial refund for combined shipping is not available. Please buy all the items in a single purchase in order to combine shipping. I will not partially refund shipping after buyer orders several items individually.
- Customers must read item descriptions, and view all images prior to checkout. Failure to read item descriptions is not grounds for a return, exchange, or refund.
- Refunds or replacements, where possible, are given in the event of damage in shipment. For a damage refund, you must email me with the following:
- Your order number
- Proof of breakage in the form of photographs of the pottery
- Photographs of the packaging
- A photograph of the shipping label
- Failure to provide the above details may result in a refusal of a refund.
- If the buyer isn't available for delivery and/or doesn't collect the order from the post office, and the package returns to me, I will send the item again after receiving the payment for the new shipping. Refunds in this situation are not accepted.
- Any flaws that affect the aesthetics or functionality of the piece will be mentioned in the listing. It is the responsibility of the customer to read these item descriptions closely.
- Colors of pottery may appear different based on the lighting and composition of your device’s screen, and the lighting under which the pottery was photographed. (I photograph using natural lighting, either outside or by a window using indirect lighting and light reflection using white boards.)
- All pottery on my website is hand made. These items are not “perfect”, and won’t be the same as if you bought them from a serial production factory line. I place much love and care in my work, but this is simply the nature of handmade items.
Shipping