Shipping

All items are send via DHL, UPS or Post NL. The processing time is 2 to 5 working days. I need a bit of time to get your order ready and pack all fragile products well. You will receive a confirmation once shipped.

Europe 

International items are sent via DHL or UPS which takes about 5 – 10 working days but please allow up to 14 working days as services can vary depending on your location. During busy periods such a Christmas and holidays this timescale can sometimes double due to customs and the workloads of your local mail services dramatically increasing - I can not be held responsible for these delays. All items are send with a ‘Track and Trace’ code which will be send to you in an

e-mail. We are not responsible for import or custom fees.

Pick up

e-mail that you would like to pick up your order with a date and time that works for you. You can send this e-mail to tessy@mettess.nl.

Packaging

I care about the environment a lot, so I take packaging very serious. I use cardboard boxes for your packages and paper "bubble wrap" to protect your items. Also I use double boxes to ensure your items will arrive non broken.

Damage

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 or a replacement piece. 

Please 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 for both of us. Replacement items may take up to 4-8 weeks to complete.

Refunds
Each item is described carefully, so please read descriptions for dimensions, sizes, usage and care instructions etc. My ceramics are made by hand so the dimensions can vary from piece to piece. In the case that you would like to return your item, please send me an e-mail so that I can provide the address which you can send it to. Within 14 working days items can be returned and I’ll refund the money to you. However if the piece is broken (during shipping) I can’t refund the money to you. Shipping costs are for the customer.

The following items can't be returned
I cannot accept returns or exchanges for custom, personalized, or preordered items.