Shipping Policy

1. Where we ship

We ship from Berlin to every country in the European Union, plus the United Kingdom, Switzerland, Norway, Iceland, and Liechtenstein. For destinations outside those countries, please write to [email protected] — we may still be able to help.

2. Rates and free-shipping threshold

All rates below include applicable taxes.

• Germany: €4.50 · free over €80.
• European Union (rest): €6.50 · free over €80.
• United Kingdom: €12.00 · buyer covers any UK VAT or import duties on receipt.
• Switzerland: €14.00 · buyer covers Swiss VAT and duties on receipt.
• Norway, Iceland, Liechtenstein: €14.00 · buyer covers local VAT and duties on receipt.

3. Processing and delivery times

We aim to dispatch every order within two working days of receiving it. In practice most orders leave the studio within 24 hours; a few — particularly hand-thrown ceramics — take three or four days when we need to wait for a piece to be fired.

Once dispatched, typical door-to-door times are:

• Germany: 1–2 working days;
• EU: 3–5 working days;
• UK, Switzerland, Norway, Iceland, Liechtenstein: 5–8 working days;
• Islands and remote regions: add 2–3 working days.

Every parcel is trackable. You receive the tracking number by email when the parcel is scanned by DHL.

4. Carrier

We use DHL Paket and DHL GoGreen (carbon-neutralised) as our default carrier. Larger items may go with DPD when DHL cannot accommodate the dimensions; we will tell you at the point of dispatch.

5. Packaging

All packaging is recyclable or compostable: FSC-certified corrugated cardboard, paper tape, wood-wool cushioning, and — where a moisture barrier is needed — a starch-based bioplastic bag. We do not use plastic void-fill, bubble wrap, or polystyrene. We reuse cardboard from incoming shipments where it is still in good condition; occasionally a box will arrive with a small logo you did not order, and we hope that is welcome.

6. Customs, VAT, and duties (non-EU)

For destinations outside the European Union, your country's customs authority may charge import VAT and, above certain value thresholds, customs duty. These charges are set by your country, not by us, and they are the buyer's responsibility.

For UK deliveries under £135 in intrinsic value, we register the sale under HMRC's low-value goods scheme and UK VAT is included in your checkout total. For deliveries above that threshold, UK VAT is collected at import.

7. Lost or damaged parcels

If your parcel does not arrive within 10 working days of dispatch (20 for non-EU), or arrives damaged, please write to [email protected] with your order number and, if the parcel arrived damaged, a photo of the packaging and contents. We open a claim with DHL immediately and, once accepted, either replace the items or refund your order in full. Please keep the packaging until the claim is resolved.

8. Address changes

If you need to change a delivery address, write to us within two hours of placing the order. Once a parcel is with DHL, we cannot redirect it — but you can, using DHL's own "Preferred Neighbour" or "Drop-off Location" service after you receive the tracking number.

9. Post office boxes and forwarding services

We ship to P.O. boxes within Germany only. We do not ship to third-party forwarding addresses (such as MyUS or similar) because they void our lost-parcel insurance.