How will I receive my order?
I ship via Zásilkovna, which partners with GLS and DHL. You’ll get an email once your order is dispatched. Your package can go to any address you provide — home or work. Please include your mobile phone number so the courier can contact you if needed.
How much does shipping cost?
Shipping fees depend on the destination and order weight. The exact cost appears at checkout. Orders over 2500 CZK (Czech Republic) or 150 EUR (Slovakia) ship free.
When can I expect my delivery?
I am currently on maternity leave, so please allow a little extra understanding when it comes to processing orders. I do my best to pack and ship your parcel as quickly as possible. Standard delivery within the Czech Republic usually takes 3 business days. Delivery to Slovakia takes up to 4 business days, and shipping to other countries may take about a week.Thank you for your patience and support! ♡
Can I change my shipping address after placing an order?
Please email me immediately after placing your order. Once the package is in transit, I can’t change the address — you’ll need to contact the delivery company directly.
Can I get a tracking number for my order?
Yes! For international shipments, tracking is usually sent automatically. For others, just email me and I’ll send it to you.
What if I have trouble placing my order?
If you have any issues, please contact me. I’ll do my best to find an alternative shipping option for you.
Can I pick up my order in person?
Yes! This option will appear during checkout.
What payment methods do you accept?
I only accept payments made in advance—cash payments and cash on delivery are not available. It can be via card (MasterCard, Visa, etc. – provided by Stripe) or a direct bank account transfer (for CZK, it is 51-1557760247/0100) or (for EUR: IBAN: CZ7001000000511557760247, BIC/SWIFT: KOMBCZPP). Please use the Order ID as your Variable Symbol.
Will I receive payment details after placing my order?
Yes. All payment information (methods, account number, and variable symbol) will be included in your order confirmation email. This applies to both Czech and international orders.
Are taxes included in the price?
Yes. I am a VAT payer, and all prices include Czech VAT at the applicable rates of 21%, 15%, 12%, or 10%.
Do I have to pay customs duties or import fees?
If you’re in the European Union: No, there are no additional duties or import fees. If you’re outside the EU: You may be charged customs duties or import taxes by your local customs office. These costs are not covered by me, and you will be responsible for paying them. For more details, please check your country’s customs regulations.
Is everything I see in the online shop always in stock?
Most products are, but not all. Each piece is designed and handcrafted by me, so restocks may take time. Stock info is on each product page. If something is sold out, email me at alzbetalovy@gmail.com — I’ll let you know when it’s back.
Can I see your products in person?
Yes! Email me in advance to arrange a meeting at my studio.
Can I return items I bought online?
Yes — you can return online purchases within 30 days. However, I recommend thinking carefully before buying, as returning items can be a bit of a hassle for everyone involved. Take your time to be sure about your purchase.
How do I return a product?
If you decide to return something, please do so within 30 days of receiving it. You can bring the items to my studio or send them to my by post or Zásilkovna.
Where do I send returns?
You can return items to this address:
Sádecká 75
Řevnice 252 30
or you can use Zásilkovna:
Mníšecká 500
Řevnice 252
What condition must the returned goods be in?
Items must be unused, undamaged, complete, and in their original packaging—no signs of wear or use. If the goods arrive damaged or used, we won’t be able to accept the return. Please use the original packaging and wrapping if possible, as my products are fragile.
Do I get my shipping cost refunded?
Unfortunately, shipping costs are not refundable. This means you’ll get a refund for your order amount minus the original shipping fee.
Can I return customized or sample items?
No, customized or sample products cannot be returned or refunded.
What if I damage the product by washing or storing it incorrectly?
Please follow the care instructions on the label carefully. We cannot accept responsibility for damage caused by improper washing or storage.
How do I claim a refund for damaged or defective goods?
If you receive a damaged or defective item, please contact me immediately after unpacking. Send a photo showing the issue. You can return the product with a claim form and a copy of the invoice, or bring it to my studio for a personal solution. The easiest way is to email me at alzbetalovy@gmail.com and I’ll help you individually.
What should I do if my package is visibly damaged when I receive it?
Please check the package carefully before accepting it. If it looks damaged or opened, do not accept it and take a photo. Accepting a damaged package may invalidate any claim later.
All my shipments are insured. If the package is returned to us due to damage, I’ll handle the claim with the delivery company and inform you about the next steps.
What if the package looks fine but the product is damaged inside?
I’m very sorry to hear that! Please contact me right away and send a photo of the damaged product. I’ll do my best to resolve the issue as quickly as possible.
Are your ceramics food safe?
Yes. All my pieces are made from food-safe, lead-free materials for everyday use.
Can I wash them in the dishwasher?
Yes, all my ceramic pieces are dishwasher safe. Just be sure to space them so they don’t touch during the cycle. However, I recommend hand washing, as dishwasher tablets can be harsh on ceramics over time.
Are they microwave or oven safe?
No — they’re not suitable for microwaves, ovens, stovetops, or open flames.
Can they be used in the freezer?
Avoid freezing or extreme temperature changes, as they can cause crack.
Will a replacement piece match my existing set?
Most likely, yes—but small variations in colour, shape, or texture are normal with handmade ceramics. Each firing is unique, and slight differences are the mark of true craftsmanship. Even within the same collection, pieces may vary slightly due to evolving style, materials, and the natural firing process.
Any special care tips?
Avoid leaving acidic or highly pigmented foods too long in the dish. Rinse soon after use. Unglazed areas may develop a natural patina over time.
How can I work with you or place a custom order?
Email me — I’m happy to discuss custom designs, special collections, or wholesale projects.
Can I feature your products in an article or on social media?
Absolutely — but please contact me first. Whether it’s for an online article, print feature, or social media post, I’ll be happy to provide additional information, high-quality images, and any details you may need.
Can I use your images?
All images are my property and may not be used without permission. If you’d like to use them, let me know, and I’ll send you approved files.
CONTACT
alzbetalovy@gmail.com
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