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Shipping & Returns

SHIPPING POLICY

Shipping Policy

We aim to ship all in-stock items within 3–5 business days.

If an item is out of stock and you’re pre-ordering, we’ll craft it just for you and ship within 2–4 weeks. We keep many of our pieces in stock, but if you want to check availability, just drop us an email — we’re happy to help.

Pre-orders are only available on the website when stock runs out. For larger orders beyond what’s listed, contact us directly, and we’ll advise on production timelines.

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Shipping costs are calculated before payment, so no surprises. Questions about shipping? Reach out before placing your order. Once your order ships, you’ll receive a confirmation email with a tracking number to keep an eye on your package’s journey.

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If you need expedited shipping, get in touch before ordering so we can calculate the extra cost just for you.

Local to us? Choose free collection from our London studio. We’ll hold your order for 14 days after we email you about collection. After that, if it’s uncollected, we’ll refund your purchase minus a 15% restocking fee — but don’t worry, we’ll send a reminder before then.

We strive to be green in our packaging — using mostly recyclable materials — and ensure your ceramics arrive safe and sound, ready to delight the moment you unpack.

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Questions about your order?

Please contact us if you have any problems with your order or visit FAQ

 

Brexit Notice

We continue to ship to the EU, but please note that customs and import duties may apply. Sofia Ceramics isn’t responsible for these charges. If duties aren’t paid and your order is returned, the cost of delivery for the return will be charged to you or deducted from your refund. Unsure about your country’s taxes? Contact us — we may be able to list your purchase on our Etsy shop to simplify the process​​

Return & Exchange Policy

Return & Exchange Policy

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We want you to love your ceramics.


If you’re not completely happy, please contact us within 48 hours of delivery for return instructions.

Returns must be received within 14 days, in like-new condition, and securely packaged. Refunds are processed once your return has been received and inspected.

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Please note:

  • Unless your item arrived defective or damaged, you will be responsible for return shipping costs.

  • It’s your responsibility to ensure fragile pieces are returned to us intact. We’re unable to exchange or refund items that arrive in anything less than like-new condition.

  • If you’re unsure about packaging, we recommend taking your return to a trusted shipper who can professionally pack your ceramics for transit.

  • Custom or personalised orders cannot be returned unless faulty.

  • Pre-orders and made-to-order items may only be returned at our discretion.

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Restocking Fee for Preferential Returns

For non-faulty items returned by choice (i.e. “change of mind” or preferential returns), a restocking fee will apply to cover the cost of packaging, handling, and administration.
This fee is typically 10–15% of the item’s price and will be deducted from your refund.

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refunds

Damaged or Defective Items

If your pottery arrives damaged, please contact us within 48 hours of delivery with clear photos of the damage and packaging.
We’ll arrange a refund or replacement and handle the carrier claim.
Claims cannot be made after 48 hours, so please don’t delay.​

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Refunds & Vouchers

Refunds will be processed to your original payment method only. Voucher refunds must be requested within 14 days — no extensions or refunds for expired vouchers.

Caring for Your Sofia Ceramics

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Each piece is handmade and unique — variations in glaze, tone, and shape are part of their charm.

Our ceramics are designed for everyday use:

  • Microwave-safe

  • Dishwasher-safe

  • Food-safe (except pieces with gold or silver detailing — these are not microwave-safe)​

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For full care details, see our Materials & Care section on our FAQ page.

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