1. Overview
At Kaya Ceramics, every piece is handmade with care and shipped from our workshop or warehouse in Portugal and Sweden.
We strive to deliver your order quickly, safely, and sustainably — using eco-conscious packaging and trusted carriers.
This page explains how we handle shipping, delivery times, returns, refunds, and exchanges for online orders placed through our website.
2. Shipping Information
2.1. Delivery Areas
We currently ship to:
- Sweden (domestic orders)
- European Union countries
- United Kingdom and EFTA countries (Norway, Switzerland, Iceland, Liechtenstein)
We’re working to expand to other regions soon — please contact us if your country is not listed.
2.2. Processing Time
- Orders are usually processed within 1–3 business days after confirmation.
- During launches, holidays, or special promotions, processing may take slightly longer.
- Orders placed on weekends or public holidays are processed the next business day.
You will receive an email confirmation once your order is shipped, including tracking details (where available).
2.3. Shipping Methods & Estimated Delivery Times
| Destination | Carrier / Service | Estimated Delivery | Notes |
|---|---|---|---|
| Sweden | PostNord, DHL, Bring | 1–3 business days | Tracked parcel |
| EU countries | DHL, DPD, GLS | 3–7 business days | Tracked parcel |
| UK & EFTA | DHL, UPS | 4–10 business days | Customs clearance may add delays |
Delivery times are estimates and not guaranteed — especially during peak seasons, strikes, or customs inspections.
We are not responsible for delays caused by carriers or external events beyond our control.
2.4. Shipping Costs
- Shipping fees are calculated at checkout based on destination and weight.
- For Swedish orders above [2000 SEk], shipping may be free of charge (if applicable).
- International orders are charged at cost; import duties or local taxes (if any) are the buyer’s responsibility.
2.5. Tracking
Once your order ships, you’ll receive a tracking link by email. Please allow up to 24 hours for tracking to activate.
If you haven’t received your tracking details within 5 business days, contact support@kayaceramics.com with your order number.
3. Packaging & Sustainability
We prioritise eco-friendly packaging: recyclable cardboard boxes, paper fillers.
Each ceramic piece is individually wrapped to ensure it arrives in perfect condition.
4. Delivery & Receiving Parcels
4.1. Delivery Attempts
Carriers typically attempt delivery to your provided address or the nearest pickup point.
If the parcel cannot be delivered (e.g. incorrect address, missed pickup), it may be returned to us.
- Uncollected parcels are refunded minus shipping and any return costs, unless caused by our error.
- To avoid issues, please double-check your shipping address before confirming your order.
4.2. Damaged or Missing Parcels
If your order arrives damaged:
- Photograph the packaging and the damaged item immediately.
- Keep all packaging materials until we advise otherwise.
- Contact contact@kayaceramics.com within 48 hours of delivery with photos and your order number.
We will arrange a replacement or refund depending on availability.
Claims filed later than 7 days may be more difficult to process with the carrier.
If your parcel is lost in transit, we will assist in tracking and, if confirmed lost, issue a full refund or replacement.
5. Returns & Exchanges
We want you to love your Kaya Ceramics products.
If you are not satisfied, you have the right to return them under EU consumer protection rules.
5.1. Return Period (Right of Withdrawal)
Under EU and Swedish law (Distansavtalslagen), you have the right to withdraw from your purchase within 14 days from the day after receiving your order.
5.2. How to Request a Return
- Email contact@kayaceramics.com within 14 days of receiving your order.
Include your order number and the item(s) you wish to return. - You will receive return instructions and the return address.
- Ship the item(s) back to us within 14 days after notifying us.
- Keep your postal receipt — you are responsible for the package until it reaches us.
5.3. Return Conditions
- Items must be unused, unwashed, and in original condition, including packaging.
- Returns must include all inserts, care cards, or accessories.
- Returned goods must be securely packed to prevent damage in transit.
- We recommend using a tracked postal service.
5.4. Exceptions
Returns are not accepted for:
- Custom-made or personalised products
- Items damaged through misuse or improper care
- Goods that, for hygiene reasons, cannot be returned once unsealed
Because our ceramics are handmade, minor variations in colour, glaze, or brushstroke are not considered defects.
5.5. Return Shipping Costs
- Customers are responsible for return shipping costs unless the return is due to our mistake (wrong item, damaged on arrival, etc.).
- If we provide a prepaid return label, the cost may be deducted from your refund.
6. Refunds
6.1. Refund Process
- Once we receive and inspect your returned item(s), we’ll notify you via email.
- If approved, your refund will be processed within 5–10 business days to your original payment method.
- Refund includes the product price and the standard shipping cost (if charged).
- We may deduct for any loss in value if the item has been used or damaged.
6.2. Late or Missing Refunds
If you haven’t received your refund after 10 business days:
- Check your bank or card provider (processing times vary).
- Contact us if still unresolved — we’ll help trace the payment.
7. Exchanges
At this time, we do not offer direct exchanges.
If you wish to exchange an item, please return the original product and place a new order for the desired item.
8. Faulty or Incorrect Items
If you receive a faulty, damaged, or incorrect product:
- Contact us at contact@kayaceramics.com within 48 hours.
- Include your order number, clear photos, and a short description of the issue.
- We will offer one of the following:
- A replacement (if available)
- A partial refund if you wish to keep the item
- A full refund including shipping costs
We comply with the Consumer Sales Act (Konsumentköplagen), giving Swedish customers up to three (3) years to complain about original defects.
9. Return Address
Unless otherwise stated in your return instructions, send returns to:
Kaya Ceramics AB – Returns
[Street, Postcode, City]
Sweden
Please do not return items without prior contact, as processing may be delayed.
10. Cancellations & Order Changes
Once an order has been placed, it enters processing quickly.
If you need to cancel or change your order, contact us as soon as possible at support@kayaceramics.com.
We’ll do our best, but cancellations may not be possible once dispatched.
11. Refunds for Lost or Undelivered Parcels
If your parcel is confirmed lost by the carrier, you are entitled to a full refund or a replacement (subject to availability).
Refunds are issued only after official confirmation from the carrier that the parcel cannot be located.
12. Liability for Returned Goods
Returned goods remain your responsibility until we receive them.
Please pack carefully and retain proof of postage.
We recommend using insured and tracked shipping for fragile items such as ceramics.
13. Questions or Assistance
For any shipping or return inquiries, contact:
Kaya Ceramics AB
📧 contact@kayaceramics.com
📬 [Sparbanksvägen 4, 129 32, Hägersten, Sweden]
🌐 https://kayaceramics.com
We typically respond within 1–4 business days.