Shipping policy



Shipping & Pick-up

Below you will find all information about pick up, shipping costs, delivery times and international duties. We aim to make everything as clear and transparent as possible.

Shipping is handled by:

Anna Morgado Ceramics
Heckscherstraße 50a
20253 Hamburg
Germany


Pick Up in Hamburg

You are welcome to pick up your order directly from our studio. In order to do so, please select “Pick-up” during Check-out.

Address

Heckscherstraße 50a
20253 Hamburg
(Entrance through the backyard, first floor)

Pick up times

By appointment. You will receive an email once your order is ready for collection.
Please allow us about 48 hours to prepare your order for pick up.
Orders should be collected within 14 days after receiving the pick up notification.

 

Shipping

We ship with DHL. All ceramics are packed carefully and shipped as insured parcels.

We ship to Germany, selected EU countries and selected international destinations.

US Orders Disclaimer
We are now shipping to the USA again. Once your parcel reaches the USA, to get it past customs you will need to pay the tariff along with any additional fees requested.

When placing an order, please keep up to date with the shipping progress and pay any required taxes as soon as possible, as this helps ensure your parcel moves through customs smoothly and reaches you without unnecessary delays.

 

Countries We Ship To

Germany
European Union

We currently ship to the following EU countries:

  • Belgium
  • Bulgaria
  • Czech Republic
  • Denmark
  • Estonia
  • Finland
  • France
  • Greece
  • Hungary
  • Ireland
  • Italy
  • Croatia
  • Latvia
  • Lithuania
  • Luxembourg
  • Malta
  • Netherlands
  • Poland
  • Portugal
  • Romania
  • Slovakia
  • Slovenia
  • Spain
  • Sweden
  • Austria
  • Cyprus
  • Germany
Rest of the world

Examples: Switzerland, Norway, United Kingdom, Canada, Australia and others.

We currently do not ship to the United States.

 

Shipping Costs

Germany*

Free shipping

European Union (see countries above)*

Free shipping

Rest of the world (see countries above)*

15 Euro flat rate
Free above 450 Euro

USA*

38 Euro flat rate

*If your delivery address requires a DHL island surcharge, we will inform you before shipping.


Delivery Times

Unless stated otherwise in the product description:

Germany

3 to 7 working days after order confirmation

European Union

5 to 12 working days

Rest of the world

10 to 20 working days

Transit times may vary depending on customs processing in the destination country.

If your order contains items with different delivery times, we ship all items together unless agreed otherwise. In this case the delivery time is based on the item with the longest delivery time.

Until the parcel is delivered to you, the transport risk is borne by us. This does not apply if you choose your own carrier.

 

Customs and Import Duties

For deliveries outside the European Union, customs fees, import taxes or handling charges may apply. These charges must be paid by the customer and are not included in the product price or shipping costs.

If duties are not paid or the parcel is not collected and DHL returns it to us:

  • Shipping costs cannot be refunded
  • Any return shipping fees, customs return charges or processing fees charged to us by DHL or customs authorities will be deducted.

Please keep an eye on your tracking information to avoid delays or return costs.

 

Packaging and Damages

All pieces are packed securely and shipped as insured parcels.

If your parcel arrives visibly damaged, please document the parcel and contents with photos immediately and contact us within 24 hours. This allows us to file the insurance claim quickly.

 

Incorrect or Incomplete Addresses

Please ensure that your delivery address is correct.

If a parcel cannot be delivered due to an incorrect or incomplete address provided by the customer and is returned to us, any new shipping costs for resending the parcel are the responsibility of the customer.

 

Unclaimed or Refused Packages

If a parcel is not collected, refused or cannot be delivered due to unpaid import duties, it will be returned to us.

In that case:

• Shipping costs and return fees cannot be refunded

• A reduced refund may apply if DHL charges additional handling fees

 

Handmade Nature of Our Work

All ceramics are handmade.

Slight variations in shape, size, thickness and surface are part of their character and are not considered defects.

 

Questions

If you have any questions about your order or shipment, please contact us at hello@annamorgadoceramics.com.

We are happy to help.