Shipping policy

Shipping Policy

Last updated: 2025-09-07

We carefully hand-pack each piece to arrive safely. Please read the details below before placing your order.

Processing Time

  • Dispatch window: Orders are prepared and shipped within 3–5 business days after payment.

  • Business days exclude weekends and Swedish public holidays.

  • Need it by a specific date? Contact us before ordering and we’ll do our best to help.

Shipping Methods & Rates

  • Worldwide shipping is available.

  • Shipping options and rates are calculated at checkout based on destination, weight, and service.

  • If your country doesn’t appear at checkout, contact us for a custom quote.

Delivery Estimates

  • Carrier transit times shown at checkout are estimates and not guaranteed.

  • Delivery time depends on the destination country, carrier capacity, customs processing, and local postal services.

Duties, Taxes & Import Fees (International Orders)

  • International shipments may be subject to customs duties, VAT, and import taxes upon arrival.

  • These charges are the responsibility of the recipient and are not included in our prices or shipping rates.

Order Tracking

  • You’ll receive a shipping confirmation email with tracking (where available) once your order leaves the studio.

  • Tracking visibility can vary by destination and postal service.

Local Pickup — Kullabygden, Sweden

  • Prefer to collect your order? Choose “Pick up” at checkout.

  • We’ll email you to arrange a pickup time and provide directions.

Address Changes & Delivery Issues

  • Please make sure your shipping address is correct at checkout.

  • If you need to change the address before dispatch, contact us immediately.

  • Packages returned due to an incorrect or undeliverable address can be re-shipped at the buyer’s expense. Original shipping is non-refundable.

Split Shipments & Multiple Items

  • Orders with multiple items may ship together or in separate parcels depending on size and availability. You will not be charged additional shipping for split shipments initiated by us.

Packaging & Sustainability

  • We pack pieces securely and may reuse clean packaging materials where possible to reduce waste.

Damaged in Transit

In the unlikely event your order arrives damaged:

  1. Do not discard the outer or inner packaging.

  2. Email us within 24 hours of delivery with your order number and clear photos of the damaged item and packaging.

  3. We’ll arrange a replacement or refund where appropriate and file any carrier claims.

Lost or Stalled Parcels

  • If your tracking hasn’t updated for an unusual period, contact your local carrier first, then email us so we can assist.

  • Once a parcel is marked Delivered by the carrier, we cannot accept liability for loss or theft. Please check with household members/neighbours and your local post office.

Items Not Eligible for Expedited Handling

  • Custom commissions and made-to-order items may require additional lead time and are not eligible for rush dispatch unless agreed in writing.

Questions?

We’re here to help. Contact us at hello@elterralkeramik.com and we’ll get back to you as soon as possible.