Terms & Conditions

CREATIVE QUESTIONS

Are your ceramics suitable for food?

All of the products available in store are suitable for use with food unless strictly specified differently. Please read carefully the specific description of every product you would like to buy.

Also, I generally use techniques which ensure the water tightness of the ceramics, although I have also created a few pieces which will leak if you pour water in them. Please see the product description to be sure you are not disappointed with your order.

How to maintain the pottery?

You may wash the ceramics in a dishwasher, although in order to extend their lifespan, I do not recommend it. For best maintenance please wash them manually, using soft dishwashing sponge and water (they feel love when you touch them). Please make sure that the item dries thoroughly.

Some parts of my ceramic piece are not covered with glaze. Is this a production flaw?

Every ceramic piece needs at least a little space free of glaze. Please have a look at any ceramic plate or cup you have at home - there always is some unglazed part. It's because during firing there needs to be a place where the piece is supported - otherwise the melted hot glaze would stick to the board in the kiln.

Moreover, the unglazed surface is required for the ceramic to free the eventual water that would get inside the body of ceramic.

The unglazed parts of ceramic are water - tight and safe, therefore there is no need to cover them or worry about it.

Why do I hear that clicking sounds?

Freshly burned ceramics may generate a silent, occasional 'click' sound. It is caused by the glaze layer still adapting to the temperature changes of its closest environment. Those changes of temperature may lead to the creation of very thin crackles in the surface of the glazing. It is a completely normal process and those cracks do not threaten the quality of the product. Potters embrace the 'crackle' effects in glazing and when your pottery is 'singing' you can simply enjoy this peculiar feature.

What quality should I expect from your works?

All of my ceramics are handcrafted at my home studio, hence you can be sure there are no two identical pieces in the world. You should expect imperfections in shape, blisters in the ceramic or uneven glazing layer. There is no high-tech machinery involved in the manufacturing process in order to refine the shape and glazing of my ceramics. Please embrace those features as a testimony of the individual character of my creativity.

Every product I offer to you is individually checked for quality and durability.

Do you accept custom orders?

Sure! I love working out creative ideas. If you have one, let us try to make it happen. Please contact me for details.

Do you give pottery lessons?

Yes, I would love to share my skills with you. Currently, I am preparing an offer of individual pottery lessons. In the meanwhile, please contact me if you can’t wait.

ORDERS & PAYMENTS

How do I place my order?

The easiest way to order your new treasures is to buy them via my online store. Simply add the desired pieces to your cart and head to checkout. Please input the essential information, choose the shipping option and wait for the delivery.

How do I pay for my orders?

Currently, the shop accepts only PayPal transactions. Please head to PayPal FAQ for more information.

Is it safe to shop online at crafts.paulap.pl?

I use the recognized standard for secure transactions, Secure Socket Layer (SSL). This method encrypts your details before the information transfers from your computer to our system. You know when a page is secure because a padlock symbol shows at the bottom of the browser or the address of the web page starts with https.

For your own safety, I do not save any payment information. I work with well-established payment providers: Paypal and Stripe. All communication is done via a fully secure connection. Payments are made directly through Paypal or Stripe - certified to PCI Service Provider Level 1, the most stringent level of certification, so I can guarantee that important information stays confidential and private.

For more information, check out Stripe.com and paypal.com.

I’m having trouble checking out. Can you help?

Please don’t hesitate to give me a call.
I’m available every workday 9:00 - 19:00 CET at +49 1577 3176342.
Also, we can chat via Facebook Messenger: m.me/paulap.crafts

Will I receive an order confirmation? Do you send me an Invoice?

After placing an order, you will receive an email with confirmation.

Should you not receive any confirmation, please check your spam folder and add paulap.crafts@gmail.com to your safe sender list. If you still can’t find it, please don’t hesitate to reach out to me at paulap.crafts@gmail.com.

SHIPPING & DELIVERY

What shipping methods can I choose?

All packages are shipped worldwide with courier service as insured and tracked parcels.

Can I pick up my order personally?

Of course! You are welcome to visit my studio in Hamburg, Germany. Since it is not open in any regular hours, please contact me in advance. While placing an order on the website, use the coupon code: PICKMEUP for canceling the shipping costs.

How high are the shipping costs?

It depends on where you live and on the type of product. Please, refer to the rates list below or just add the items to your cart and select your country from the list at checkout to get a shipping price.

Germany - 6 €

European Union - 10 €

Rest of the World - 15 €

Can I get my order faster?

Right now we do not offer expedited international shipping. However, you can get in touch with us for special requests and we will do our best to help.

Can I track my order?

Once your order has been shipped, you will receive an email with a tracking link. Please allow 24hrs for the link to activate. Once the package leaves our warehouse, the tracking links may not update but the package is still on its way.

CANCELATION AND RETURNS

Can I cancel my order?

All deliveries will be dispatched in 5 working days from order date.

It is possible to cancel your order if it hasn’t been sent yet.

If your order has already been sent, you will have to return the products in order to receive a refund. The freight will not be refunded.

Due to the character of the online store, it is not possible to change your order once it has been submitted. This also includes changing the size or color of a product, removing an item, changing the delivery address or payment method.

Cancellation Policy - Events (Workshops):
Cancellations with 30 to 15 days before the event are refundable in 50% of the fee value.

Cancellations with 14 days before the event are nonrefundable.

Can I return a purchased product?

I would like the customers to receive high-quality products. If there is something wrong with the product you have received or if your delivery is not identical to your order (wrong product or if a product is missing), please contact me.

If you send me a mail, please include as many details as possible including your order number as well as a picture if there is something wrong with one of the products.

If you are not completely satisfied with your product, simply return the unused product(s) in its original unbroken packaging within 14 days of receipt for a refund.

When I receive the product, I will refund the value of the purchased the product, but not the original freight.

All products must be returned in their original packaging with all enclosed documentation and the packaging cannot be broken or in any other way damaged – neither can the product. Otherwise, it will not be possible to obtain a refund.

You must pay for the freight to return the goods and this must also be arranged by yourself.

The goods are your responsibility until they reach my the studio. Please ensure you pack the return safely to prevent any damage to the products or boxes.

You always have a 6 months warranty period if something is wrong with the product. Your claim should be sent to me as soon as possible.

If your claim is justified I will refund your reasonable freight expenses.

Furthermore, a detailed description of the problem is necessary – if you have a claim. Remember to provide me with a receipt for your freight charges if we have to reimburse them.

The return address is:

Paulina Puciłowska
Grosse Brunnenstrasse 101
22763 Hamburg

It can take up to 14 days for me to receive your return, depending on which postal service you use. Once I have received the returned products, I will inspect them and process the refund within 72 hours.

May I exchange the product?

If you wish to exchange the purchased product for another product, you will have to place a new order online and return the original product for a refund.

Due to regulations and limitations regarding credit card payments, I am not able to charge your credit card a higher amount than your original order. And in order to ensure 100% security with the processed credit card payments, I will not modify the ordered amount, and therefore a new order has to be placed.

Will I have to pay customs or import duties?

If your delivery country charges customs or import duties - these will be charged once the package reaches the destination country. You will have to pay these charges. Unfortunately, I have no control over the charges and cannot inform you what they will be. Customs policies vary widely from country to country – so if you have any questions regarding this, please contact your local customs office for further information.

Thank You.