Welcome to Isa Ceramics! I’m so happy that you are considering ordering a custom, handmade mug. To ensure a smooth and enjoyable shopping experience, please read through this important information before placing your order.
1. Order Processing Time
All of my mugs are carefully handmade, which is why the typical processing time for your order is 8 weeks. This allows me time to fully customize your mug, ensuring every detail is perfect. Please note that the 8-week processing time is not guaranteed due to the nature of handmade items and the potential for unexpected delays in production.
After a period of 4 weeks, you will receive an email with an update about your order if it has not been shipped yet. If for any reason your order will take longer than 8 weeks, I will notify you also by email with an updated expected delivery date. I strive to complete all orders on time, but please keep in mind that some factors may cause slight delays. I appreciate your understanding and patience!
2. Delivery Time
The 8-week processing time does not include the delivery time. Delivery depends on your location and the shipping method selected. Once your mug is ready, I will ship it out, and you will receive a tracking number. I recommend checking with your local postal service for the most accurate delivery estimates. Please note that during peak times (such as holidays), delivery times may be longer than usual.
Priority shipping:
With this service, I prioritize your order, ensuring it is processed and shipped within 3 weeks instead of the usual 8 weeks. This means your order will jump ahead of others in the queue, giving you the fastest turnaround time I can provide.
However, while I do everything possible to meet this 3-week timeframe, I can’t always guarantee it. Unexpected delays can occur, and in those rare cases where I’m unable to ship your order within the promised time, I’ll reach out to you via email. In this email, I’ll offer you two choices: you can either receive a refund for the Priority Shipping fee or opt for a full refund of your order.
It’s important to note that the 3-week period only covers the time it takes for me to process and ship your order. The actual delivery time will depend on the shipping carrier and is not included in this timeframe.
3. Imperfections
Since every mug is handmade, slight imperfections may occur. These can include minor color variations, small surface marks, or slight asymmetry, all of which are natural characteristics of handcrafted items. These imperfections are part of what makes each mug unique and personal. So before you place an order for a handmade mug, please keep this information in mind.
5. Quality Control
I conduct a thorough quality check on each mug before shipping it to ensure it meets my high standards. If any imperfections are found during the quality control process within the 6-week production window, I will contact you with the following options:
• A discount code for your next order.
• A discount on the current order.
• Re-making the mug and sending you a new one.
If I find issues after the 8-week production time, you can request a full refund for your order. I will contact you as soon as possible if this occurs.
5. Order Confirmation
After placing your order, you will receive an order confirmation email. Please review all the details carefully. If there is an error or if you would like to make any changes, please contact me as soon as possible so that I can adjust your order before production starts. Once production begins, I will be unable to modify the design, so I recommend reviewing everything carefully.
6. Changes to orders
Once an order is placed, changes to the address cannot be made. If you need to change your address after placing an order, please make sure the address is correct before completing your purchase.
If you would like to change the text or color of your mug, this can only be done within 24 hours of placing the order. After this time, it will not be possible to make changes to your mug’s design, so please make sure everything is correct when placing your order.
7. Returns & Refunds
You have 28 days from receiving your order to request a return. To be eligible, the item must be unused, undamaged, and in its original packaging.
What to do when you want to return?
1. Request a Return: Email me at ceramicsisa@gmail.com within 28 days with your order number and reason for the return.
2. Return Instructions: I’ll send you details on how to return the item. Return shipping costs are on you, unless the product is damaged or faulty.
3. Packaging: Please return the item in its original packaging to avoid damage. If the item is returned damaged due to improper packaging, I may not be able to accept it
9. Shipping & Delivery Responsibility
Once your order has been shipped, I am not responsible for any issues caused by the courier, such as incorrect deliveries or missing packages. If there is an issue with the delivery, please contact me via email, and we can work together to resolve the situation. I will assist you in tracking the package and contacting the courier if necessary.
10. Care Instructions
To ensure your mug stays in perfect condition, I recommend handwashing your personalized mug with mild soap and warm water. While the design is durable, washing in the dishwasher may cause fading or wear over time. To protect the design, avoid using abrasive scrubbers or harsh chemicals. With proper care, your custom mug will last for years!
11. Gift Orders
If you’re ordering a personalized mug as a gift, please double-check the recipient’s address and any details regarding the design. I’m happy to ship directly to the recipient, and I can even include a special message or gift wrap if you’d like. You can add this option here
12. Customer Service
I’m here to help! If you have any questions, concerns, or need assistance with your order, don’t hesitate to reach out to me!
