ethos ceramics

handmade stoneware ceramics

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faq and contact

faq

general

about payments, what are the options and costs?

We accept direct SEPA as well as most debit and credit cards. During check-out you can see all the available options.
There should be an option for everyone, but if you are having trouble feel free to contact me.

We do not charge any supplemental costs for the payments, all related costs are covered by us.

what’s with the VAT ?

21% VAT or Value Added Tax is applicable for workshops as well as orders shipped to EU countries.
For customers that are outside the European Union VAT is not applicable. You will either see products displayed without VAT or the VAT will be deducted during checkout. However, you should be aware that it’s likely that you still have to pay some sort of tax in your country. This varies for every country and will (usually) be taken care off during customs clearing.
In some occasions it is possible that prices are not displayed correctly. In order to ensure prices are displayed correctly we need to be aware of your location. If you suspect there may be an issue with pricing we advise you to create an account and submit your shipping address. In any case, prices shown at checkout ( when the shipping address is correctly filled out) have priority over those displayed in the webshop.
If for whatever reason you are experiencing issues with incorrect pricing please contact us so we can improve your experience.

I’m entitled to a refund but I haven’t received it, what should i do?

If you haven’t received a refund after more than 10 business days, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please get in touch through the contact form below.

I am unhappy or I have a complaint, what can I do?

We want you to be completely satisfied with your order or anything that involves us.
First of all, for any issues please contact us. We will do our utmost best to find a solution to your issue.

Whenever contacting the merchant does not result in a dispute resolution there is the option to use the EU online dispute resolution platform. For more info see : https://ec.europa.eu/consumers/odr
But again, please contact us first. We want our customers to be happy so it’s likely we can find a solution.

workshops

I have booked a workshop but I’m not able to attend, what are my options?

You can either reschedule your workshop or cancel your purchase ( a 30€ administration fee is applicable ). Another option is to let a friend take your place without the administration fee.

what if I’m unable to attend a session?

Please inform us as soon as possible. If there’s a free spot available in one of the ongoing workshops we’ll try to fit you in.
It may be that all ongoing workshops are fully booked at which point there’s little we can do to help you. Unfortunately we can’t accommodate for ad-hoc changes in planning as this is simply impossible for us to deal with scheduling wise.

when can I pick up the items I created?

For basic courses this will usually be one to two weeks after your glazing session. However depending on available space in the kiln this may take longer.
For test run ( initiation ) courses it will usually take up to four weeks depending on workload and available space in the kiln.

In any case we’ll contact you once your items are ready to be picked up.

how long will you store my items?

Unfortunately our space is limited so we can’t store students items indefinitely before they are picked up.
We kindly ask students to pick up their items within two weeks after being contacted. Please inform us if you are not able to pick them up in time.

Items that weren’t picked up within one month after being contacted will become our property and may be destroyed or handed out.

ceramics

How long will it take before my order is shipped?

This mainly depends on whether you ordered items that are in stock or not.
If the items you bought are in stock then the order will usually be shipped within 2 business days. The only exception to this is during our holiday but this will be communicated on the website.
If you are buying items that are in backorder it can take up to six weeks before the items will be shipped to you. However, usually it will take two to three weeks and if you are lucky it may even be less.
There are various factors that affect the duration of the production time. For some items we have a stock of bisque fired ( the first firing ) pieces that only have to be glazed before they can be shipped to the customer. In that case the items you ordered will be included in the first available glaze firing and your order should not take much time to complete.
If however there is no such stock then it means we have to take into account the workload, drying time, bisque firing schedule etc. In that case it usually takes at least one month before the items are ready to be shipped.
Upon ordering items that are in backorder I will send you a message with the estimated time to produce the items.

If you have a specific deadline then please use the contact form so we can discuss the options.

My item has a defect. What should I do?

Please realize that all our items are handmade. This means they are likely to have minor irregularities.
Some discounted items may also be sold with known defects. This will be clearly described in the product description. As a rule these items will have a discount ( ‘SALE!’ badge will be shown).
If your item got damaged during shipping or you are unhappy because of a defect, please use the contact form below so we can try to resolve the issue.

can I return an item?

Sure you can. We allow customers a 30 day period to return their items if they are not happy with them.
Please contact us so we can sort things out.

Please note that gifts can not be returned.

do you ship to my country?

Most likely, yes !
If you experience problems please contact us so we can look for a solution.

what is the shipping cost?

Shipping costs are calculated based on the weight of the package and the destination address. As a result it’s impossible to provide a quick answer here.
However, once you have selected the items you like you can go to the cart page to see an estimation of the shipping cost based on your location.

how long will it take for my order to arrive after it is dispatched ?

This depends on your location and the shipping method.
Usually it will take a couple of days up to one week to arrive. Once your item is shipped you will receive a tracking number with additional information.

Contact


If you would like to get in touch with us, please complete the contact form below. We will get back to you as soon as possible.

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