FAQs
Frequently Asked Questions
1. What kind of products do you make?
We create handmade, personalised ceramic items including mugs, tumblers and pet bowls. Each piece is crafted with care, making it one-of-a-kind and no two pieces the same.
2. Can I personalise my order?
Absolutely! You can add names, special dates, messages, or choose from available design options. Just leave your details in the text box when adding the item to your basket on the product page.
3. What is the process of making a handmade ceramic mug?
Each personalised ceramic mug goes through a detailed, hands-on process. Here’s a look behind the scenes:
Designing & Planning: We begin with your personalisation details — names, dates or messages. This guides the design and layout of your piece.
Forming the Mug: Using high-quality clay, we hand-build the mug into shape. The handle is crafted and attached individually, ensuring strength and comfort.
Drying: The mug is air-dried slowly over several days. This helps prevent cracks and warping during firing.
Personalisation: The piece is personalised and hand-painted to order.
First Firing (Bisque Firing): Once dry, the mug is fired in a kiln. This removes moisture and hardens the clay into bisque — a porous, stone-like state.
Glazing: After cooling, the mug is carefully glazed by hand. Glaze adds color, texture, and creates a food-safe, waterproof surface.
Second Firing (Glaze Firing): The mug goes back into the kiln, this time at a higher temperature, to melt and fuse the glaze.
Final Touches & Quality Check: We inspect each mug for finish, personalisation accuracy, and durability. Once approved, it’s cleaned, packed securely, and ready to ship!
This process takes several weeks and ensures each mug is both beautiful and built to last — a truly one-of-a-kind piece just for you.
4. How long will my order take to make and ship?
Each item is made to order. Please allow:
- 2–4 weeks for production
- 2–5 business days for shipping
We’ll send you a tracking number as soon as it ships.
5. Do you ship internationally?
No, unfortunately not at the moment.
6. Can I return or exchange personalised items?
Due to the custom nature of our products, we do not accept returns or exchanges on personalised items unless they arrive damaged or there’s an error on our part.
7. What if my order arrives damaged?
If your item is damaged in transit, please contact us within 3 days of delivery with photos of the item and packaging. We’ll do our best to rectify the issue as soon as possible.
8. What materials do you use?
All items are made from high-quality, food-safe ceramic and finished with non-toxic glazes. Dishwasher and microwave safety will be noted in each product description.
9. Do you take custom or bulk orders (e.g. for weddings or events)?
Yes! We love working on special projects. Please contact us directly to discuss your needs, timeline, and pricing.
10. Can I make changes to my order?
We will try our best to accommodate any changes, however there is no guarantee. Please ensure you contact us to make any changes to personalised items within 48 hours of placing the order. Therefore, please ensure all spelling and design choices are checked before checking out.
11. Imperfections
Each ceramic item is carefully shaped, glazed, and fired by hand — not by machines. As a result, you may notice slight variations in color, texture, or form. These are not defects but signs of individuality. These natural imperfections tell the story of how your piece was made. No two pieces are exactly the same, and that’s what makes each one special.