Shipping & Returns

We know that buying ceramics online can feel a little daunting. Scale, colour, and texture are best experienced in real life, and handmade pieces always have their own personality. If your order isn’t quite right for you, don’t worry. We’re here to help and guide you through the next steps.

We accept returns that fall within the guidelines outlined below.
Shipping Policy
  • We aim to ship all in stock pieces within 3–5 business days.
  • If an item is out of stock and purchased as a pre order, we’ll make it especially for you. These orders usually ship within 2–4 weeks. Many of our pieces are kept in stock, but if you’d like to double check availability or timing, just drop us an email. We’re always happy to help.
  • Pre orders are only available through the website once stock has sold out. If you’re looking to place a larger order than what’s listed, please get in touch and we’ll advise on production timelines.
  • Shipping costs are calculated before checkout, so there are no surprises. If you need expedited shipping, contact us before placing your order and we’ll calculate the additional cost for you.
  • Once your order ships, you’ll receive a confirmation email with tracking details so you can follow its journey to you.
Collect from the studio?
  • Local to us? You’re welcome to select free collection from our London studio.
    We’ll hold your order for 14 days from the date we notify you that it’s ready for collection. If it’s not collected within that time, we’ll issue a refund minus a 15 percent restocking fee. Don’t worry, we’ll always send a reminder before this happens.
Packaging
  • We do our best to package thoughtfully and sustainably, using mostly recyclable materials, while making sure your ceramics arrive safely and beautifully intact.
Brexit & International Orders
  • We continue to ship to the EU. Please note that customs duties and import taxes may apply depending on your country. These charges are not covered by Sofia Ceramics.
  • If duties are not paid and your parcel is returned to us, the cost of return shipping will be charged or deducted from your refund. If you’re unsure about taxes in your country, feel free to get in touch. In some cases, we may be able to process your order via our Etsy shop to simplify things.
Returns & Exchanges

We want you to love your ceramics.

  • If something isn’t quite right, please contact us within 48 hours of delivery and we’ll guide you through the next steps.
  • Returns must be received within 14 days, in unused, like new condition, and securely packaged. Refunds are processed once the return has been received and inspected.
  • Return shipping costs are the responsibility of the customer unless the item arrived faulty or damaged.
  • Ceramics must arrive back to us safely. We can’t refund or exchange items that arrive damaged.
  • If you’re unsure about packing, we recommend using a trusted shipper who can professionally pack fragile items.
  • Custom or personalised orders cannot be returned unless faulty.
  • Pre order and made to order items are accepted for return at our discretion.
Restocking Fee

• For non faulty returns due to change of mind or preference, a restocking fee of 10–15% may apply. This helps cover packaging, handling, and administration and will be deducted from your refund.
Damaged or Defective Items
  • If your order arrives damaged, please contact us within 48 hours of delivery with clear photos of the item and its packaging. We’ll take care of the replacement or refund and manage the carrier claim.
  • Claims made after 48 hours unfortunately can’t be accepted.
Refunds & Vouchers
  • Refunds are issued to the original payment method only.
  • Voucher refunds must be requested within 14 days. Expired vouchers cannot be refunded or extended.
Caring for Your Sofia Ceramics

Caring for Your Sofia Ceramics

Each piece is handmade, which means subtle variations in glaze, shape, and size are part of the character and charm of the work.

Our ceramics are made for everyday use and are dishwasher safe, microwave safe, and food safe, with the exception of pieces with gold or silver detailing, which should not be used in the microwave.

For full care guidance, visit our FAQ page. 

We know that buying ceramics online can feel a little daunting. Scale, colour, and texture are best experienced in real life, and handmade pieces always have their own personality. If your order isn’t quite right for you, don’t worry. We’re here to help and guide you through the next steps.

We accept returns that fall within the guidelines outlined below.

Did we not cover your questions?

If you’re unsure about anything at all, before or after ordering, just get in touch or visit our Materials, Sizing, or FAQ. We’re always happy to help.

With love and clay,

Sofia & the mighty team

From our kiln to your table 🤍