Shipping & Returns

Handling time

My ceramics are properly packaged and double boxed to avoid damage during shipping. Therefore I need a bit of time to pack up your order. Your order is generally sent within 3 business days upon payment approval. 

Shipping rates

To make the shipping fees transparent and communicable, I will be working with fixed rates from February 2021. The shipping rates for the following countries are:

The Netherlands:
0 - 10 kg: € 6,50,-

Belgium, Germany, Luxembourg, Denmark, Poland, France, Austria, Czech Republic, Hungary:
0 - 10 kg: € 13- 

Spain, Italy, Bulgaria, Croatia, Estonia, Greece, Finland, Latvia, Lituania, Portugal, Romania, Slovakia, Sweden, Ireland:
0 - 10 kg: € 22,- 

United Kingdom & Switzerland:
0 - 2 kg package = € 20,-
2 - 5 kg package = € 26,
The 2 - 5 kg shipping costs are calculated during check out, but you will  be refunded afterwards when the weight of the package is lower (e.g. 1 or 2 mugs). 

United States
0 - 2 kg package = € 31,50
2 - 5 kg package = € 52,-

  • The Netherlands & Europe

Packages will be sent via PostNL, DHL parcel or DpD. You can expect your package to arrive within 1-2 business days (The Netherlands) or 3-5 business days (Europe), once shipped. I will send you a confirmation with a tracking number.

CORONA-update: as a result of the ongoing COVID-19 impacts delivery services may require more time. I have so far experienced that during the COVID-19 period all packages arrive at their destination, but it took longer than usual. NL delivery could take up to 2-5 business days and EU delivery 8-20 business days.  

Please keep in mind that once your package leaves my studio to be shipped abroad, it is in the jurisdiction of the receiving country. I do not have authority over your package at this time and I cannot trace it for you at this point. Please contact your country's postal services If you have questions on the whereabouts of your package. 

Pick up point 

If you know in advance that you are often not home during delivery hours, please leave me a message upon checkout that you would like me to deliver it to the nearest pick up point. In this case I prefer delivering it to the pick up point because of a higher risk of damage when the package is often loaded and unloaded from the delivery truck. 

United Kingdom & worldwide shipping

If have a problem during check out it is possible that your country is not yet listed as a shipping destination, please me know in which country you live (hello@dewe-ceramics.com) and I will send you an estimation of the shipping costs and add them to the check out. 

Once your package leaves my studio to be shipped abroad, it is in the jurisdiction of the receiving country's postal service and customs. I do not have authority over the package at this time and I cannot trace it for you at this point. Please contact your country's postal services if you have questions on the whereabouts of your package.  

Customs for non-EU countries

The customs office in your country will assess the duties when you receive your parcel. I do not know how much the duties will be, this is entirely dependent on your country. 

Custom forms are filled out accurately with the full value of the item listed on the form. I will not mark your package as a gift. DēWē is never responsible for extra costs for customs or duties for your package.  

If you refuse the package because you do not want to pay duties, there will be no refund if your package is returned to us. This also applies if your package is delivered to a pick-up destination and it is not collected within the given time frame, there will be no refund if your package is returned to us. 

Pick up point

If you know in advance that you are often not home during delivery hours, please leave me a message upon checkout that you would like me to deliver it to the nearest pick up point. In this case I prefer delivering it to the pick up point because of a higher risk of damage when the package is often loaded and unloaded from the delivery truck.

CORONA-update: as a result of the ongoing COVID-19 impacts delivery services may require more time.

  • Pick up for locals 
If you live nearby and would like to pick up your items at the studio in Amsterdam (Indische Buurt), this is possible. During the COVID-19 quarantine I will comply with the RIVM regulations. Your item will be placed at the stairs at a pre-arranged time so that there will be no physical contact.

Please use the discount code: 'LOCALSONLY' upon checkout and free shipping will be calculated. 

To schedule a pick up appointment please E-mail to hello@dewe-ceramics.com

  • Returns & Exchanges 
All wares are entirely handmade. As such, each piece may vary slightly in size, shape and colour. These characteristics are not considered flaws, but rather contribute to the organic nature of handmade goods. 

If you're unsatisfied with the product, or there is a flaw in the functionality of the wares, or when the goods do not arrive in one piece, please contact me at hello@dewe-ceramics.com within 3 days after arrival of the order, so we can work things out. 

The customer is responsible for return shipping costs and packing the item safely for traveling back to Amsterdam. If the item is not returned in its original condition, the customer is responsible for any loss in value.

Shipping costs will never be refunded. 

Any discounted pieces are final sale. 

Custom orders are never refundable or returnable. 

I'm not able to offer exchanges, because I rarely have a similar piece of stock on hand

  • Damaged goods

My ceramics are properly packaged and double boxed to avoid damage during shipping, however, should any damage occur, please take photos immediately and contact me within 3 days of receiving your order. We will work together to find a solution, whether it will be an item refund (minus shipping) or a replacement piece. 

Note: As some of my pieces are one-of-a-kind, your replacement may not be exactly the same as your original, but I will do my best to find a solution that works on both ends. 

Replacement items may take up to 6 weeks to complete. 

As noted above, shipping charges will never be refunded.