Delivery & returns

Dispatch follows the kiln, not the order date. A piece is scheduled into the next kiln with room for it, fired, checked, packed and sent. The estimated dispatch date is shown in the configurator before you order and again in your order confirmation.

Unmarked blanks that are in stock dispatch within two working days. Engraved pieces follow the kiln schedule — the configurator shows the actual dates for the method you pick, since under-glaze and on-glaze decal each add a full kiln cycle.

These are estimates driven by the schedule, not guaranteed arrival dates. When the kilns fill — typically before Christmas and through the wedding season — dates move out. We email you when a date changes rather than letting it pass quietly.

We ship from Glostrup, Denmark. Delivery is charged separately from the goods and is always shown in full before you confirm — it is never added afterwards.

Delivery costs include Danish moms where it applies. Transit times are the carrier’s working-day estimates after dispatch, and exclude the time in the kiln.

Every piece is wrapped individually in corrugated card, then bedded in a double-walled box with at least 40 mm of loose fill on every face. Pieces do not touch each other or the box wall.

Lids travel separately from their bodies inside the same box. Handles and spouts are given extra wrapping — those are the parts that break.

Boxes are marked fragile and this way up. Packing materials are paper and card, and are recyclable in the normal household stream.

It happens, and it is on us to fix it. Do this and it goes quickly:

1. Photograph the outer box before you unpack any further, including any crushing or puncture.
2. Photograph the damaged piece and the packing around it.
3. Email both sets of photographs and your order number to support@mkceramics.shop.
4. Keep the packaging until we have replied — the carrier sometimes wants to inspect it.

Report transport damage within 7 days of delivery where you can. That window is what lets us claim against the carrier; it does not shorten your two-year right to complain.

We remake or refund a piece broken in transit, at your choice. A remake goes into the next available kiln — it does not queue behind new orders. This applies to engraved pieces exactly as it does to plain ones.

Check the tracking first — parcels are often at a pick-up point without a notification arriving. If tracking has not moved for five working days, email us and we open a case with the carrier.

Risk passes to you on delivery to you or to someone you nominate. A parcel that never arrives has not been delivered, so it remains our problem: we remake or refund it.

Unmarked blanks can be returned within 14 days under the right of withdrawal. Pack them at least as well as we did — a piece broken on the way back is not covered. You pay the return postage. See the right of withdrawal page for the procedure and the standard form.

Engraved pieces are outside the 14-day right, because they carry your mark. Until 24 hours before the kiln is loaded you can still cancel in full for a complete refund.

Anything faulty is returned at our cost, engraved or not. Do not post it back before writing to us — we frequently do not need the piece returned at all.

Orders delivered outside the EU may attract import duty, local VAT and a handling fee on arrival. Those are set by the destination country, are payable by you, and are not included in our prices. We cannot predict them and we cannot pay them on your behalf.

We declare the full commercial value on customs paperwork. We do not mark shipments as gifts or under-declare value.