Shipping & Handling

Processing Time:

When you place an online order, it will be handpicked by me and sent to your door, wherever you are. Orders are sent in plastic free and fully recyclable packaging.
All orders are processed within 1-4 business days after receiving your order confirmation.

Shipping Rates & Delivery Estimates:

Shipping charges for your order will be calculated and displayed at checkout. Standard delivery times for Priority Mail are typically between:

  • Poland - 1-2 days after shipping (Paczkomat / Poczta Polska)

  • Europe - around 5 - 7 days days after shipping

  • US and Canada - around 9 - 14 days after shipping

  • Asia, Australia, South America - 12 - 16 days after shipping

Tracking & Confirmation:

You will receive a shipment confirmation email with a tracking number once your order has shipped.

Delays & Issues:

OYU Ceramics is not responsible for delays caused by customs or unforeseen shipping carrier delays. Please contact us if your order is delayed beyond the expected delivery date.

International Shipping:

We ship worldwide. However, some countries may impose customs fees, duties, or taxes, which the buyer is responsible for paying. Please verify these policies with your local customs office.

Wrong Address:

If you provide the wrong shipping details and fail to identify the error until after the parcel has been shipped out, then the lost parcel is your responsibility. Occasionally, an incorrect address can be rectified, and I will of course always try to resolve the situation, but in the case it is lost, I will not offer a refund if the package goes missing.

Returns & Exchanges

Eligibility for Returns:

OYU Ceramics is a small business. As such, we ask that you make thoughtful purchases to avoid the need to return or exchange anything.

However if you are not happy with your purchase please let us know within 7 days. Unfortunately we are not able to reimburse shipping costs unless the item is faulty in some way (either broken or chipped in transit). It is important to package any items to be returned to us carefully as we cannot refund for items broken in transit to us. It is preferable that you send the item back in the original packaging - we will send advice on the best way to package via email once you get in touch. We will process any refund due to you within 30 days of receiving your request. 

Process for Returns:

To initiate a return, please contact us at hello@oyuceramics.com with your order number and a brief description of the reason for return. We will provide a return shipping address. Customers are responsible for return shipping costs unless the return is due to a defect or error on our part.

Non-Returnable Items:

Custom orders, sale items, and gift cards are non-returnable unless defective.

Exchanges:

If you need to exchange an item, please contact us at hello@oyuceramics.com. Exchanges are subject to product availability, and return shipping costs are the responsibility of the customer.

Damaged or Defective Items:

If your item arrives damaged, please contact us within 7 days of delivery with photos of the damage. We will replace the item or issue a refund.

Privacy Policy

Collection of Information:

OYU Ceramics collects personal information, such as your name, email address, shipping address, and payment details, during the checkout process. This information is used solely to fulfill your order and provide customer service.

How We Use Your Information:

Your personal information is only used to process your order and communicate with you. We do not share or sell your information to third parties, except as required to complete your transaction (e.g., shipping carriers, payment processors).

Data Security:

We take the protection of your personal data seriously. All sensitive information is encrypted and processed securely using industry-standard protocols (SSL encryption).

Third-Party Services:

Our website uses third-party services (e.g., Google Analytics) to improve user experience. These third-party services may collect non-personally identifiable information to track browsing behavior.

Your Rights:

You have the right to request access, correction, or deletion of your personal information at any time. To do so, please contact us at hello@oyuceramics.com.

Taxes and Fees

European Union Orders:

At OYU Ceramics, we want to ensure transparency in your shopping experience. If you are purchasing from a country within the European Union (excluding Poland), please note that Value Added Tax (VAT) will be added to your order at checkout after you select your country in the shipping section. This is in compliance with EU tax regulations.

What does this mean for you?

  • The total amount you see at checkout will include the applicable VAT, ensuring you know the final price upfront.

  • For customers outside the European Union, no VAT will be charged.

  • If you are interested in purchasing as a company (B2B), please contact us directly to arrange your order without VAT.

If you have any questions or need further clarification, please don’t hesitate to reach out. We’re here to help!

International Orders:

We want to make your shopping experience as smooth as possible! Please note that for international orders, any customs duties, taxes, or fees imposed by your country are the responsibility of the buyer. We recommend checking your local customs regulations before placing your order to avoid any surprises.