SHIPPING & DELIVERY POLICY

1. SHIPPING ORIGIN

All orders are carefully packaged and shipped from our studio in Hamburg:

Keramikatelier Viktoriia Kravchenko
Erzbergerstrasse 19
22765 Hamburg, Germany

​

2. SHIPPING DESTINATIONS

We currently offer shipping to the following areas:

​

✓ Germany (Nationwide)
All German states and regions

​

✓ European Union
All EU member states, including: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden

​

✓ International (Selected Countries)
We ship to selected international destinations outside the EU. Available countries will be displayed at checkout.

Note: If your country does not appear during checkout, please contact us at [insert email] and we will check whether delivery to your location is possible.

​

3. ORDER PROCESSING TIME

Standard Processing: 3–7 business days
Custom/Made-to-Order Items: 7–21 business days (depending on complexity)

Important Notes:

• Each ceramic piece is carefully inspected, packed by hand, and prepared for shipment

• Orders placed on weekends or German public holidays will be processed on the next business day

• During peak seasons (Christmas, Easter, etc.), processing times may be extended

• You will receive an email confirmation with tracking information once your order has been shipped

• ​

4. SHIPPING METHODS & CARRIERS

We work with trusted shipping partners to ensure safe delivery of your ceramic items:

Primary Carriers:

• DHL (Germany and international)

• Hermes (Germany and EU)

• UPS (International shipments)

• Deutsche Post (small parcels and documents)

The carrier is selected based on: destination country, parcel weight and dimensions, and fastest and most secure option available.

​

5. SHIPPING COSTS

Shipping costs are the responsibility of the customer and are determined by the carrier based on:

• Delivery destination (Germany, EU, International)

• Weight and dimensions of your parcel

• Selected shipping method (standard, express, tracked/untracked)

• Carrier pricing at the time of shipment

How Shipping Costs Are Calculated:

We use real-time shipping rates from our carrier partners (DHL, Hermes, UPS, Deutsche Post). The exact cost will be calculated and displayed during checkout before you complete your purchase.

Factors Affecting Shipping Cost:

• Distance to destination

• Parcel weight and size

• Service level selected (standard vs. express)

• Additional services (insurance, tracking, signature confirmation)

• Current carrier rates (subject to change)

What's Included:

• Standard packaging materials

• Careful handling and preparation

• Basic carrier coverage (where applicable)

What's NOT Included:

• Additional insurance (available upon request)

• Express or expedited shipping upgrades

• Customs duties or import taxes (for international orders)

• Redelivery fees (if delivery fails due to incorrect address or unavailability)

Note: We do not mark up shipping costs. You pay the carrier's rate directly. Shipping fees are non-refundable except in cases where we made an error in calculating the shipping cost or failed to ship your order.

Important: Customers are responsible for providing accurate and complete delivery information, including street address, postal code, and phone number (if required by carrier). Incorrect information may result in delivery delays or additional charges.

​

6. SPECIAL PACKAGING FOR CERAMIC ITEMS

Our ceramic pieces are handmade, unique, and fragile. We take great care in packaging to ensure they arrive safely.

Our Packaging Process:

1. Individual wrapping – Each piece is wrapped in soft protective material

2. Shock-absorbing fill – Bubble wrap, foam, or biodegradable cushioning materials

3. Reinforced boxes – Double-walled cardboard boxes for maximum protection

4. Fragile labeling – All parcels are clearly marked as "Fragile" and "Handle with Care"

5. Secure sealing – Strong adhesive tape and reinforced corners

We make every reasonable effort to ensure your items arrive in perfect condition.

​

7. DELIVERY TIMES

Estimated delivery times after shipment (not including processing time):

Germany

• Standard: 2–5 business days

• DHL Express (if available): 1–2 business days

European Union

• Standard: 4–10 business days

• Express (if available): 3–5 business days

International (Outside EU)

• Standard: 10–25 business days

• Delivery times vary significantly by country and customs processing

Please Note:

• Delivery times are estimates and not guaranteed

• Delays may occur due to weather conditions, customs inspections, carrier delays, or force majeure events

• Remote or rural areas may experience longer delivery times

• We are not responsible for delays caused by third-party carriers or customs authorities

​

8. TRACKING YOUR ORDER

Tracking Information

• Once your order has been shipped, you will receive an email with tracking details (when available)

• Most shipments include a tracking number that allows you to monitor your parcel's journey

• You can track your order through the carrier's website using the provided tracking number

Note: Some economy shipping methods may not include tracking. If tracking is important to you, please select a tracked shipping option at checkout or contact us.

​

9. CUSTOMS & IMPORT DUTIES (International Orders)

For Orders Outside the European Union:

Customs Charges:
International shipments may be subject to customs duties, import taxes, and handling fees imposed by your country's customs authority.

Customer Responsibility:

• These charges are the responsibility of the recipient

• Charges vary by country and are determined by local customs authorities

• We have no control over these fees and cannot predict the exact amount

• Refusal to pay customs charges may result in the parcel being returned to us, and return shipping costs will be deducted from any refund

What We Declare:
We declare all shipments accurately and honestly in accordance with international shipping regulations. We cannot mark items as "gifts" or undervalue items to avoid customs charges, as this is illegal.

For More Information:
Please contact your local customs office or postal service for information about potential import duties and taxes for your country.

​

10. DAMAGED OR LOST PARCELS

Please contact us within 48 hours of delivery if your order arrives damaged, with photos and your order number. We will review and offer replacement or refund. For lost parcels, contact us if tracking shows no delivery after 30 days from shipment.

​

11. SHIPPING INSURANCE

Most carriers provide basic insurance coverage. For high-value orders over €200, we may include additional insurance.

​

12. FAILED DELIVERY ATTEMPTS

If delivery fails due to incorrect address or unavailability, you may be responsible for return shipping and redelivery fees.

​

13. LOCAL PICKUP (HAMBURG AREA)

Free local pickup may be available at our studio. This option will appear at checkout if currently offered.

​

14. CONTACT US

Email: wild.ceramic.art@gmail.com
Response Time: We typically respond within 24–48 hours during business days

​

Thank you for choosing Keramikatelier Viktoriia Kurganskaia