Shipping Policy

 

Thank you for shopping with us. Every piece in our collection is handmade in our London studio and packed with care to reach you safely. Please read our shipping policy below.

 

Orders are packed and dispatched from central London, typically within 1-2 working days of payment. During busy periods - such as around Christmas or after craft fairs - processing may take up to 3 working days. You will receive a dispatch confirmation email with your tracking number once your order is on its way.

 

Working days are Monday to Friday, excluding UK public holidays. Orders placed on weekends or bank holidays are processed the next working day.

 

We ship to all addresses across the United Kingdom, including Northern Ireland, Scotland, and the Channel Islands.

 

Service	Cost	Estimated delivery
Standard (Royal Mail Tracked 48)	£4.95	3–5 working days
Express (Royal Mail Tracked 24)	£7.50	1–2 working days
Next-day (DHL)	£12.00	Next working day if ordered by 12pm Mon–Thu

 

Delivery estimates begin from the date of dispatch, not the date of order. Orders placed after 12pm may be dispatched the following working day.

 

 

Europe (EU Countries) - Delivered Duty Paid

We offer shipping to EU countries with all customs duties and import VAT included in your order total at checkout. This means there are no surprise charges on delivery — the price you pay at checkout is the full and final price.

.

 

Estimated delivery	5–10 working days after dispatch
Shipping cost	From £8.00 (tracked, weight-based, calculated at checkout)

 

All UK orders include tracking. You can track your parcel using:

–     Royal Mail: royalmail.com/track-your-item

–     DHL: dhl.co.uk

 

If you have not received a dispatch confirmation within 3 working days of your order, please check your spam folder and then contact us.

 

Please ensure your shipping address is accurate at checkout. We dispatch to the address provided and are unable to redirect parcels once they have left our studio. If you realise you have entered an incorrect address, contact us immediately - we will do our best to update it before dispatch.

 

We cannot accept responsibility for orders delivered to an incorrect address provided by the customer.

 

If your order has not arrived within the expected timeframe, please contact us and we will investigate with the courier on your behalf. Royal Mail and DHL both provide tracking updates, so the first step is always to check the tracking link sent with your dispatch email.

 

Royal Mail considers a parcel lost after 10 working days (UK) or 20 working days (international) from the dispatch date. Please allow this time before contacting us to open a lost parcel claim.

 

Despite careful packaging, breakages during transit can occasionally happen. If your order arrives damaged, please contact us within 48 hours of delivery with:

–     Your order number

–     Photographs of the damaged item(s)

–     Photographs of the outer packaging (all sides)

 

We will arrange a replacement or full refund as quickly as possible. Please retain all packaging until we confirm a carrier claim has been resolved.

 

If you have any questions about your order or our shipping policy, we are happy to help.

 

Email: zuz.ceramics@gmail.com

Response time:  Within 1 working day (Mon–Fri, excluding UK public holidays)