Thank you for choosing the handcrafted pottery works of Terratiles Artisan. To ensure the safe delivery of your order, we have formulated the following transportation policies. Please read them carefully.
- Delivery time and process
Production cycle: As each piece of pottery is handmade, it needs to go through processes such as shaping, drying, firing, glazing, and quality inspection. Your order will be completed and dispatched within 15 to 30 working days (excluding weekends and Czech legal holidays).
Shipping Notification: After shipment, you will receive an email containing the logistics tracking number and tracking link, which will facilitate your checking of the package status at any time.
- Transportation scope and timeliness
Shipping location: All orders are dispatched from the warehouse in the Czech Republic.
Estimated delivery time (calculated from the date of shipment) :
Europe: 5 to 10 working days
North America/Australia/Asia: 10-20 working days
Other regions: 15-25 working days (possibly affected by customs)
Logistics cooperation: We cooperate with international logistics companies such as DHL, FedEx, and Czech Post to ensure the safe transportation of your packages.
- Packaging and Safety Assurance
Professional shockproof packaging: Each piece of ceramic art is packaged with thickened bubble wrap, custom foam filling and reinforced cartons to minimize transportation risks to the greatest extent.
Signature suggestion: Please check the appearance of the package at the time of signature. If any damage or abnormality is found, please take a photo and contact us immediately (numerory@terratilesartisan.com).
- Customs and Taxes Explanation
Customs duty liability: International orders may incur import duties, value-added tax (VAT) or other taxes and fees, which shall be borne by the recipient.
Customs clearance documents: We will provide commercial invoices and customs declaration forms. However, the customs clearance time varies by country’s policies. It is recommended to understand the local import regulations in advance.
- Special circumstances handling
Transport damage: If the goods are damaged due to logistics reasons, please provide clear photo/video evidence to numerory@terratilesartisan.com within 48 hours after signing for, we will assess and provide a solution (replacement or compensation).
Address error/Rejection: If the package cannot be delivered due to incorrect filling and needs to be re-shipped, an additional shipping fee will be charged.
- Contact us
If you have any transportation-related questions, please contact customer service through the following methods:
📧 Email: numerory@terratilesartisan.com
⏰ Working hours: Monday to Friday 9:00-17:00 (CET, UTC+1)
🔹 Reply time limit: within 48 hours
Thank you for your understanding and support! Terratiles Artisan is committed to bringing you a unique handcrafted pottery experience.