I ship within European Union and to the United States (USA).
Shipping Rates
- Portugal: Flat rate of 5€.
- European Union: Flat rate of 12€.
- Free Shipping: Available for EU orders over 150€.
- United States: Calculated at checkout based on weight and volume.
Please note that I do not ship to EU outermost regions, special tax territories, islands with limited transit access (including the Canary Islands, Ceuta, and Melilla), or regions experiencing significant transit disruptions. If you are unsure about your location, please contact me.
For US orders, any customs duties, taxes, or brokerage fees applied by local authorities are the sole responsibility of the buyer.
Estimated transit times
As each piece is handled with individual care, orders are processed within 7 business days to carefully prepare and pack your items. Once dispatched, I will share the tracking details with you so you can follow its journey.
- Portugal: Mainland: 1-2 business days | Madeira: 2-7 business days | Açores: 2-15 business days. (remote islands may take longer in adverse weather)
- European Union: Most destinations: 2-5 business days. More distant destinations: up to 7 business days
- United States: 5-7 business days (excluding customs clearance).
All shipments require a signature on delivery, which can be made by anyone available to receive the parcel at the address. If no one is available, the courier will leave a notice with instructions for collection or arrange a redelivery attempt.
Address accuracy
Please ensure your shipping address is correct before completing your order. If you notice an error, contact me immediately and I will do my best to rectify it before dispatch.
Any address correction fees charged by the courier due to customer error will be billed to the buyer. If a parcel is lost due to an incorrect address provided at checkout, I cannot be held responsible for the loss.
If a parcel is returned to the studio, a re-dispatch can only be arranged once the original item is received back in its original condition; in this case, the customer must pay the new shipping costs. Original shipping fees are strictly non-refundable and will not be credited towards a second shipment or a refund.
Lost or delayed parcels
All orders are sent with tracked shipping. If your parcel seems delayed or hasn't arrived within the estimated transit time, please contact me immediately. The sooner we notify the courier, the higher the chance of locating a stray parcel.
Courier companies have strict deadlines for opening investigations. Because of this, I cannot offer refunds or replacements if you reach out weeks after the expected delivery date, as I will no longer be able to file a claim.
Returns & damages
Each ceramic piece is made with intention and care. Because of the unique, handmade nature of my work, I do not accept returns or exchanges for change of mind. Please choose your piece mindfully, knowing that subtle variations in texture and finish are not flaws, but a celebration of the human touch.
That said, I take great care in protecting your items for their journey. If something does go wrong in transit, here's what to do:
For visible damage at delivery (the box arrives damaged):
You have 8 calendar days from the delivery date to report the damage:
- Take clear photographs of the unopened box showing the damage.
- For customers in Portugal (CTT deliveries only): Please ask the courier to sign the delivery "with reservation" (formally noting the visible damage on the paper slip or digital pad). This is a specific CTT requirement to process an insurance claim.
- Contact me ideally within 24 hours with the photos, and I will assist you.
For hidden damage (discovered after opening the parcel):
You have 8 calendar days from the delivery date to report the damage:
- Keep all original packaging: this is essential for the insurance claim.
- Take clear photographs of: the damaged piece, the inner packaging, and the outer box.
- Contact me at ritaestevesceramics@gmail.com with your order number and photographs.
Once the damage is verified through the photographs provided, I will arrange for a replacement or a full refund - see the section below for details.
A note on refunds
Refunds are issued in the following cases:
- Transit damage verified through photographs: you receive a 100% full refund, with no transaction fees deducted.
- Parcel undeliverable due to courier error (not customer-provided incorrect address).
For all other situations (including customer-provided incorrect address), original shipping costs are strictly non-refundable, and any non-refundable transaction fees (SumUp) will be deducted from the refund total.
About my packaging
Each piece is hand-packed in my studio using plastic-free, protective materials.
All shipments are fully tracked, require a signature on delivery, and are protected by transit coverage. Higher-value pieces carry additional declared-value insurance to ensure full protection.
For comprehensive details regarding your purchase, shipping, and liability, please review the full Terms & Conditions.