Shipping Policy

Production time

Standard production is about 2 weeks from the moment you approve your mockup (faster turnaround available with express shipping). Production does not begin until approval, so the clock starts when you say yes, not when you first enquire.

Every quote states the capacity of each cup in millilitres rather than by size name, together with the wall specification and cup weight and the decoration method by name (on-glaze decal, in-glaze, or under-glaze), and where an on-glaze method is proposed for cups destined for commercial dishwashing the expected fading is stated in advance; glaze colour matching to an existing set is carried out from physical sample cups rather than photographs and confirmed before firing; glaze references, artwork, decoration method, sizes, saucer patterns and family records are held against the customer’s account so that top-up orders match the cups they join, spare stock from the original firing is offered at the time of first order because glaze varies between firings, and where an exact glaze or colour match cannot be achieved on a repeat this is confirmed before production rather than after delivery.

Express turnaround

If you are working to an opening, a wedding or an event date, tell us the date when you request the quote. Express turnaround is available on most products and we will confirm in writing whether your date is achievable before you pay.

Delivery

Orders ship from the United States by ground carrier, with transit typically running 2–5 business days depending on distance. You receive tracking as soon as the shipment leaves. Expedited air service is available on request.

Addresses and split shipments

Double-check your shipping address before approval — carriers charge to redirect a shipment in transit and we pass that cost through at cost. We can split one order across multiple locations; just tell us the breakdown when you order.

Lost or damaged shipments

If tracking stalls or a carton arrives damaged, contact us with photos and we will open the carrier claim and reprint or refund the affected portion. You do not have to deal with the carrier yourself.