Shipping policy

Ceramoro offers free worldwide standard shipping on all orders.

Order Processing

Orders are generally prepared for shipment within 3–5 business days, Monday through Friday, excluding public holidays.

Handcrafted, made-to-order, or customized pieces may require additional preparation time. If additional time is required, we will contact you using the email address provided with your order.

Processing begins after payment has been authorized and any requested customization details have been confirmed.

Estimated Delivery

Estimated transit times after dispatch are:

Standard packages: 10–15 business days
Large packages measuring more than 60 cm: 15–25 business days

Estimated total delivery time:

Processing time + transit time

These timeframes are estimates rather than guaranteed delivery dates. Delivery may take longer because of customs inspections, carrier disruptions, severe weather, regional holidays, remote destinations, or other circumstances outside our reasonable control.

Orders are not processed or dispatched on weekends or public holidays.

Worldwide Shipping

We ship internationally to most countries and regions.

Delivery may not be available to certain remote locations, restricted territories, military addresses, PO boxes, or destinations that cannot accept the size or type of product ordered.

If we are unable to ship to your address, we will contact you before dispatch and provide an appropriate solution or refund.

Free Shipping

Free standard shipping is included with every eligible order.

Free shipping does not include:

Address-correction charges
Redelivery charges caused by an unsuccessful delivery
Storage or collection fees charged by the carrier
Return shipping for change-of-mind returns
Expedited shipping requested by the customer

Any additional shipping service must be confirmed with Ceramoro before the order is placed.

Customs Duties and Import Taxes

Ceramoro covers applicable customs duties and import taxes for most standard deliveries. In most cases, customers will not be asked to pay additional import charges upon delivery.

In rare circumstances, a destination country, customs authority, local carrier, or brokerage provider may impose an additional tax, duty, clearance fee, storage fee, or administrative charge that was not included in the shipping arrangement.

These charges are determined independently by local authorities and service providers. Ceramoro cannot guarantee that every shipment will be exempt from additional local charges.

If you receive an unexpected customs or import charge, please contact support@ceramoro.com before making payment whenever possible. We will review the charge and advise you on the next step. Do not refuse the shipment without first contacting us.

Charges resulting from an incorrect customer-provided address, refusal to cooperate with customs, failure to supply requested import information, missed collection, storage, or an unsuccessful delivery are not covered by Ceramoro.

Tracking Information

Once your order has been dispatched and tracking becomes available, you will receive a shipping confirmation email containing the tracking number or tracking link.

Tracking information may take several business days to appear or update after dispatch, particularly while a shipment is transferring between international and local carriers.

Some orders may arrive in more than one package. If an order is divided into separate shipments, you may receive more than one tracking number, and the packages may arrive on different dates.

Address Accuracy

Please review your shipping address carefully before completing your order.

Contact support@ceramoro.com as soon as possible if an address needs to be changed. We will try to update it, but changes cannot be guaranteed once an order has entered production, preparation, or shipment.

Ceramoro is not responsible for delivery problems resulting from an incomplete or inaccurate address supplied by the customer. Address-correction, redelivery, storage, or return costs may be charged to the customer where permitted by law.

Delivery Attempts and Unclaimed Packages

The customer is responsible for monitoring the shipment and responding to delivery or customs notices from the carrier.

If delivery cannot be completed, the package may be held at a local collection point or post office. It is the customer’s responsibility to collect the package within the carrier’s stated timeframe.

If an order is returned because it was refused, unclaimed, undeliverable, or sent to an incorrect customer-provided address, any actual return, redelivery, storage, customs, or carrier charges may be deducted from an eligible refund where permitted by law.

Delivered but Missing Packages

Please provide a secure delivery address and monitor the tracking information as the expected delivery date approaches.

If tracking shows that a package was delivered but you cannot locate it, please:

Check around the delivery location and with members of your household.
Check with neighbors, reception staff, building management, or your mailroom.
Contact the delivery carrier to request delivery confirmation.
Contact us at support@ceramoro.com so we can assist with reviewing the available tracking information.

Ceramoro is not responsible for theft or disappearance occurring after a carrier has correctly delivered the package to the address provided at checkout, except where applicable law provides otherwise.

Lost in Transit

A package may be treated as lost in transit when the carrier confirms that it has been lost or when tracking shows no delivery and the carrier’s investigation determines that the shipment cannot be located.

Please contact support@ceramoro.com if tracking has not updated for an unusual period. We may ask you to wait until the estimated delivery window has passed before opening a carrier investigation.

Optional shipping protection, when purchased with the order, provides the additional coverage described in our Shipping Protection Policy. It applies only according to its stated terms and does not cover packages that tracking confirms were correctly delivered.

Your statutory rights concerning goods that were not delivered are not limited by this section.

Damaged, Defective, or Incorrect Items

Please inspect your order promptly after delivery.

If an item arrives damaged, defective, incomplete, or different from what you ordered, contact support@ceramoro.com as soon as possible. Visible shipping damage should preferably be reported within 3 business days of delivery.

Please include:

Your order number
Photographs of the complete product
Close-up photographs of the damage or defect
Photographs of the interior packaging
Photographs of the exterior shipping carton
A photograph of the shipping label

Please keep the product and all original packaging until we have reviewed your claim.

After reviewing the information, Ceramoro may arrange a replacement component, replacement lampshade, repair, replacement product, refund, or another appropriate remedy.

If only one component is damaged, we may replace that component rather than the complete fixture.

Failure to report visible damage within 3 business days may affect our ability to pursue a claim with the carrier, but it does not remove any rights that cannot legally be excluded.

Shipping Delays

Delivery estimates may be affected by:

Customs inspections
Carrier congestion
Severe weather
Natural disasters
Transportation interruptions
Regional or public holidays
Remote delivery locations
Security or regulatory inspections
Events outside Ceramoro’s reasonable control

We will provide reasonable assistance if a shipment is delayed, but we cannot guarantee a specific delivery date unless explicitly agreed in writing.

A delay alone does not mean that a shipment has been lost. Consumer rights that cannot legally be excluded remain unaffected.

Order Cancellations

Cancellation requests must be submitted within 24 hours of placing the order by contacting support@ceramoro.com.

We will make reasonable efforts to cancel the order, but cancellation cannot be guaranteed once production, customization, preparation, or shipment has begun.

Please review our Return and Refund Policy for complete cancellation and return conditions.

Returns

All returns require prior authorization from Ceramoro.

Do not return an item to the address printed on its original shipping label. Approved returns must be sent to the return address provided in our return instructions.

Return shipping costs, eligibility, and procedures are governed by our Return and Refund Policy.