Orders & Payment
• How do I place an order?
- Click the shopping cart icon on the product category page or the "add to cart" button on the product details page to add the product to your cart.
- If you want to change or remove products, click on the shopping cart icon on the upper right-hand corner to view your shopping cart.
- Click “checkout”. If you have a discount code, you can use it at the checkout.
- Enter your shipping and billing details. Then choose your preferred payment method and delivery mode.
- You can sign in before placing an order, or continue without signing in. Before completing the purchase, you need to accept our Terms of Sale and Privacy Notice.
- Complete your order with our secured payment.
- Once your payment is complete, you’ll see a summary of your order, and we’ll email you an order acknowledgment.
• How can I redeem a discount code?
Just add your promo code inside the discount code field at the checkout.
• Can I use multiple discount codes on one order?
Only one promotional offer or discount code may be applied per order. Promotions cannot be combined unless expressly stated.
• What payment methods do you accept?
We accept American Express, Mastercard, Visa and Apple Pay.
• Why won’t my payment go through?
If your payment is unsuccessful, please check the following:
- Did you enter a complete and valid delivery and billing address? Kindly note, we can’t deliver to a PO Box.
- Is your billing address within a following country: EU or EEA country, United Kingdom, USA, Canada, Switzerland, Qatar and United Arab Emirates. Kindly note that you can’t use a billing address which is outside of these countries.
If paying by credit/debit card:
- Did you enter your card and billing details correctly?
- Did you enter the correct card type, card number, issue number, expiry date, valid from/to date, and CVV security code (the three-digit number on the back of your card)?
If the problem persists, please contact your payment method provider.
• Can I change or cancel my order after placing it?
Please contact our Customer Care team as soon as possible if you need to amend your order. If your order has already been processed, it may not be possible to make changes. You can return the item once it has been received. If an order is refused after dispatch, any associated shipping costs will remain the responsibility of the customer.
• How will I know if my order has been confirmed?
Once your order has been placed, you will receive an order confirmation email shortly afterwards.
• Do you offer gift wrapping or gift messages?
We do not currently offer gift wrapping. However, we are always looking to enhance our services, so please check back for updates.
Shipping & Delivery
• What delivery options are available?
Delivery options available in your area can be viewed on our delivery page.
• How long does delivery take?
Delivery times vary depending on your location. Please refer to our delivery page for further details.
• Where do you deliver?
We deliver to Austria, Belgium, Canada, Denmark, Finland, France, Germany, Ireland, Italy, Netherlands, Poland, Spain, Sweden, Switzerland, Qatar, United Arab Emirates, United Kingdom, and the United States. Please select the correct delivery country at the checkout. Please note that if you change the delivery country at checkout, all sections (such as product availability, currency, prices, VAT, and shipping methods) will update accordingly. Please refer to our delivery page for further details.
• How much does shipping cost?
Shipping charges are calculated based on your delivery destination. Full details can be found on our delivery page.
• Can I track my order?
Yes, once your order has been dispatched, you will receive tracking information via email. You can also track your order through your account.
• What should I do if my order hasn’t arrived?
If your order has not arrived within the expected timeframe, please contact our Customer Service team, quoting your order number, and we will be happy to assist.
Returns & Refunds
• What is your returns policy?
If you are not completely satisfied with your purchase, you may return your item within 30 days of receipt. Items must be returned in their original condition and packaging to our returns address. Return postage costs are the responsibility of the customer unless the item is faulty, damaged, or sent in error. Once received and inspected, refunds will be processed within 14 days to the original payment method. Original delivery charges are non-refundable. To use your right to cancel, you must inform us that you wish to cancel within 30 days, e.g., by using the contact form, the return form attached to your shipping confirmation email, or by contacting our Customer Service. Simply refusing delivery or not signing for the package is not sufficient. Please include your order number, name, and email address with the returned items. You can find the order number in your shipping confirmation email. To help us process your return more efficiently, we recommend using the return form. If you cannot access the form, please include a note with the same information. If your item arrives damaged or faulty, please contact our Customer Service team before returning it so we can guide you on the next steps.
• How do I return an item?
Please follow these simple steps: 1. Repack your item(s) carefully in their original packaging to prevent damage during transit. 2. Include your return details by completing the return form included in your shipment confirmation email and place it inside the parcel. If you’re unable to access the form, please include a note with your name, order number, and the item(s) you are returning. 3. Send your return using a courier of your choice (return postage is your responsibility). We strongly recommend using a tracked or recorded delivery service, as we cannot be responsible for items lost in transit. Please note that if your item is faulty, damaged, or incorrect, return costs will be covered. 4. Send your parcel to our designated returns address. Please note that we can only process returns for purchases made directly from our website. If you purchased your item from another retailer, please contact them directly for assistance.
• How long does it take to process a refund?
Refunds are processed within 14 days of receiving your return and are issued to your original payment method.
• Can I exchange an item instead of returning it?
We’re sorry, but we do not offer an exchange service. If you would like a different item, please return your order for a refund and place a new order.
• What if my item arrives damaged or faulty?
If your item arrives damaged or faulty, please contact our Customer Service team with your order number and photos of the issue. We will be happy to assist and guide you through the next steps.
Webstore Account
• Do I already have a webstore account?
You have an account if you have previously created an account on our website, subscribed to our newsletter, or placed an order in our webstore.
• How can I create a webstore account?
You can create an account by entering your email address on the sign-in page, which is accessible by clicking the profile icon in the top right corner. Once you enter your email address, a one-time 6-digit code will be sent to you by email. The code is valid for 15 minutes. Enter this code into the field on the sign-in page to complete the setup. If you do not have an account yet, one will automatically be created for you when you subscribe to our newsletter or place an order.
• How do I sign in to my account?
Access the sign-in page via the profile icon and enter your email address. A one-time 6-digit code will be sent to your email and will remain valid for 15 minutes. Enter the code into the field on the sign-in page to complete the process. Please make sure to use the exact email address you previously used for making a purchase, creating your account, or subscribing to the newsletter.
• Do I need a password to log in to my account?
You do not need a password. You sign in securely using your email address and a one-time 6-digit code. Any old passwords are no longer in use, and a new code is sent to your email each time you log in.
• What are the benefits of having a webstore account?
With an account, you can view your purchase history, view and update your personal details, and track the status and delivery information of your orders. You can also manage your newsletter and marketing communication settings, save your details for faster checkout, and add products to your wishlist.
• How can I check my purchase history?
Log into your account using your email and the one-time 6-digit code, then navigate to your Orders page. You will see your purchase history, and clicking on individual order numbers will display more details.
• How can I update my account details?
You can quickly update your personal details by logging into your account and visiting your Profile page.
• Is my personal information secure?
Yes, your personal information is handled securely and in strict accordance with our privacy policy.
• How can I delete my data?
Please contact our Customer Service team, and they will assist you with deleting your data. If you wish to delete all your data, please remember to provide every email address you have used for making purchases, creating an account, subscribing to the newsletter, or contacting customer support.
• How can I subscribe to the newsletter?
You can subscribe to our newsletter during the checkout process, directly inside your webstore account settings, or via the newsletter subscription form located in the footer of our website.
• How can I cancel the newsletter subscription?
You can unsubscribe at any time by clicking the unsubscribe link found in the footer of any newsletter email, or by logging into your account and updating your marketing communication preferences.
Product Care & Use
• Are your products dishwasher safe?
Many of our products are dishwasher safe. We recommend checking the individual product details for specific care instructions.
• Are your products microwave safe?
Most items are microwave safe, unless they include metallic decoration or specialized finishes. Please refer to the product details for confirmation.
• How should I care for my items?
We recommend following the care instructions provided with each product. Avoid abrasive cleaners and handle with care to preserve the finish and longevity of your pieces.
• Do your products contain lead or harmful materials?
All products are manufactured to meet applicable safety and quality standards, ensuring they are entirely safe for everyday use.
• Are your items suitable for everyday use?
Yes, our collections are designed for everyday use, combining durability with contemporary design.
Product Information
• Where are your products made?
Our products are designed with care, with production carried out in selected facilities worldwide to maintain strict quality standards.
• What materials are used in your collections?
Our home collections are primarily made from high-quality porcelain and stoneware, ensuring both beauty and durability.
• Why do some items vary in colour or finish?
Subtle variations in colour and finish are an inherent part of the production process and contribute to the unique character and charm of each piece.
• Are your collections discontinued or limited edition?
Some collections are ongoing, while others may be seasonal, special editions, or discontinued. Availability varies depending on stock.
• How can I identify a specific pattern or collection?
We often receive enquiries about identifying patterns or dating specific pieces. Due to the volume of requests, our Customer Care team is unable to research individual items. For assistance, we recommend visiting specialized collector platforms or replacement resources online.
• Do you sell replacement pieces?
Our website features our latest and recently active collections. For older, vintage, or fully discontinued items, we recommend exploring specialist online replacement and sourcing services.
Gifts & Registries
• Do you offer wedding or gift registries?
We do not currently offer a gift registry service.
• Can I purchase gift cards?
We do not currently offer gift cards.
• How do I send a gift directly to someone?
You can enter an alternative delivery address at checkout to send your order directly to the recipient.
Sustainability
• What sustainability practices do you follow?
We are committed to improving sustainability by reducing packaging, increasing the use of recycled materials, and continually reviewing our operational processes.
• Is your packaging recyclable?
Where possible, we use recyclable materials and encourage responsible disposal to minimize environmental impact.
• Where do you source your materials?
We work with trusted global partners to ensure responsible sourcing and high-quality production standards.
Customer Support
• How can I contact customer service?
You can contact our Customer Service team via the contact details and contact form provided on our website.
• What are your customer service hours?
Our customer service phone line is open from 10am to 3pm GMT. You can also reach out to us via our online contact form, and a member of our team will respond to you within 48 hours.
• Do you offer support via phone, email, or live chat?
We primarily offer support via email and online contact forms, and our phone lines are available between 10am and 3pm GMT.