Thank you for shopping with Floware Ceramics! We're thrilled you've chosen our handmade pieces.

Below you'll find important information regarding our shipping process, designed to ensure a smooth and transparent experience.

1. Processing Time

All Floware ceramic pieces are handmade with care and attention to detail. Please allow 3-5 business

days (unless otherwise communicated, i.e. pre-orders need a minimum of 6 weeks) for your order to be processed, meticulously packaged, and prepared for shipment, During peak seasons, holidays, or special promotional periods, processing times may be slightly extended. We are committed to keeping you informed and will communicate any significant delays promptly.

 

2. Shipping Methods and Costs

We offer various reliable shipping methods to meet your delivery needs. Shipping costs are calculated at

checkout based on the total weight of your order, the destination address, and your chosen shipping

service.

• Standard Shipping: [Specify estimated delivery timeframe, e.g., 5-7 business days within the EU, 7-14 business days for other international destinations].

• Expedited Shipping: [Specify estimated delivery timeframe, e.g., 2-3 business days within the EU].

 

Once your order has been dispatched, you will receive a shipping confirmation email containing a tracking

number. This will allow you to monitor the progress of your delivery online.

 

3. Packaging

The delicate nature of our ceramic pieces means that secure packaging is paramount. Each item is

individually wrapped with high-quality protective materials and cushioned within robust shipping boxes to minimise any risk of damage during transit. 

 

4. International Shipping (Including EU

We ship our unique ceramic pieces to customers worldwide, including all countries within the European

Union.

• EU Shipments: For orders shipped within the European Union, prices include VAT where applicable, and no additional customs duties or taxes should be incurred upon delivery.

• Non-EU International Shipments: For orders shipped outside the European Union, please be aware that shipping costs do not include any potential customs duties, import taxes, or other fees that may be levied by the destination country's customs authorities. These charges are the sole responsibility of the customer and are typically collected by the shipping carrier upon delivery. We advise you to contact your local customs office for more information regarding potential charges before placing your order.

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5. Damaged or Broken Items

While we take every precaution to ensure your order arrives in perfect condition, we understand that unforeseen damage can occur during transit. Your satisfaction is our priority, and we are committed to

resolving such issues promptly.

Crucially, if your ceramic item arrives broken or damaged, you must take a clear photograph of

the damaged item while it is still in its original packaging and within the same day of delivery. This

image should clearly show the extent of the damage to the item as well as the condition of the shipping

box. Claims for items broken in shipment will be rigorously cross-referenced with delivery agent records

(including timestamps and delivery confirmations) to verify the delivery date and time. Images taken

hours or days after the confirmed delivery will not be accepted as valid proof for a claim.

Please email the photographs along with your order number to [janiedelport@outlook.com] within 24 hours of

delivery. Upon receipt and review of the photographic evidence, we will work diligently to arrange a

replacement or issue a full refund as quickly as possible.

 

6. Lost Packages

If your tracking information indicates that your package was delivered, but you have not received it,

please take the following steps:

1. Thoroughly check all potential delivery locations around your property (e.g., porch, mailbox, side doors, with neighbours).

2. Contact your local post office or the designated shipping carrier directly with your tracking number. They may be able to provide more detailed information about the delivery.

3. If, after 3 business days, you are still unable to locate your package, please contact us immediately at [janiedelport@outlook.com] so we can assist you in initiating an investigation with the carrier.

 

7. Right of Withdrawal/ Return Policy (EU Customers)

For customers within the European Union, you have the right to withdraw from this contract within 7

days without giving any reason. The withdrawal period will expire after 14 days from the day on which

you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of

the goods.

To exercise the right of withdrawal, you must inform us of your decision by an unequivocal statement

(e.g., a letter sent by post or email). You may use the model withdrawal form provided below, but it is not

obligatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your

exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal: If you withdraw from this contract, we shall reimburse to you all payments

received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us at [contact us for return address] without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods.

 

Model Withdrawal Form (Complete and return this form only if you wish to withdraw from the contract)

To: Floware Ceramics, (inquire about address), janiedelport@outlook.com 

I/We () hereby give notice that I/We () withdraw from my/our () contract of sale of the following goods ()/for the provision of the following service (), Ordered on ()/received on (), Name of consumer(s), Address of consumer(s), Signature of consumer(s) (only if this form is notified on paper), Date () Delete as

appropriate.

 

8. Clear Information and Transparency

We are committed to providing clear and comprehensive information about our products and services. All product descriptions, pricing, and shipping details are presented accurately on our website. Should you have any questions or require further clarification, please do not hesitate to contact us.

 

9. Dispute Resolution (EU Customers)

For EU customers, if you have a complaint regarding a product or service purchased from us, and we are

unable to resolve the dispute directly, you may refer the matter to the European Commission's Online

Dispute Resolution (ODR) platform. This platform provides a single point of entry for consumers and

traders seeking to resolve disputes out-of-court. You can access the ODR platform here:

http://ec.europa.eu/consumers/odr/ 

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