FAQ's

Lu Kee Su Ceramics

FAQ's


DO YOU OFFER WHOLESALE? 

I do indeed, please feel free to get in touch via the Contact page to discuss your requirements.


DO YOU MAKE BESPOKE PIECES/ COMMISSIONS?

I love a good brief (it's the graphic designer in me) so yes, I'd love to hear more, please get in touch via the Contact form.


WHERE DO YOU SHIP TO?

Shipping is available worldwide. 


WHEN CAN I EXPECT TO RECEIVE MY ORDER?

Once ready for despatch, please allow up to 2-3 working days for me to carefully and securely pack up your handmade ceramics. I like to make sure your order gets to you in the exact same condition that it left me so, yes, I go a little OTT with the packaging but, let's be honest, parcels get kicked and thrown around despite all of the "fragile" and "handle with care" labels so OTT is the only way to go. Once it's ready, you'll get an email so that you know it's been sent to the Post Office and has started its journey to you via one of the following services…

…UK. For all orders shipped to destinations within the UK, parcels are sent on a 2nd class signed for service via Royal Mail which normally takes 2-3 working days. If you need your delivery quicker, please contact me before placing an order and I can advise on additional postage costs for speedier delivery.

…International. For all orders shipped to destinations outside of the UK, parcels are sent on a standard international service via Royal Mail which is an untracked service to help keep the costs of postage down. This can take between 5-15 working days however, this may vary depending on the destination and if there are any delays when going through customs. If you need your delivery quicker, please let me know before placing your order and I can advise on additional costs, especially if you would like a tracking number to track your order.


WHY IS POSTAGE AND PACKAGING SO EXPENSIVE?

Ceramics are generally heavier to send and also, the size of the parcel effects the costs too. Once a ceramic piece is wrapped in bubble wrap, packing peanuts and double boxed wherever possible to keep them nice and snug, it can get to be quite large. I try to keep all postage and packaging costs as low as I possibly can and prefer to be transparent about these costs by choosing not to include them in the total value of my individual item listings. If after being auto-calculated at checkout, I realise you've been overcharged, I will reimburse you immediately.


WHAT HAPPENS IF MY ORDER IS DELIVERED WHEN I'M NOT IN?

If you won't be in to accept delivery, you can leave a note at checkout to advise if you would like your parcel left in a safe are. If there's nowhere safe to leave the parcel and no one is in when delivery is attempted, Royal Mail will attempt to deliver up to three times, after which the parcel will be returned back to me. If this is the case, I'll contact you to take an additional payment for delivery to be re-attempted and once that's received, the parcel will be despatched.


WHY HAVE I BEEN CONTACTED TO PAY A CUSTOMS/IMPORT TAX BEFORE MY INTERNATIONAL DELIVERY CAN BE ATTEMPTED?

Once an order leaves me, I pay all of the correct postage and packaging costs to make sure the parcel leaves the UK and gets to its destination at the correct costs however, once it has arrived, some destinations/countries may choose to charge customs or import tax which is beyond my control, as are any delays with the delivery due to being held as part of the customs process. Any additional charges required as a result of the customs process will then need to be paid for by you as the customer.


WHY DOES MY PURCHASE NOT LOOK EXACTLY LIKE THE PICTURES ON THE WEBSITE?

Everything I make is made in an organic, fluid manner in order to ensure all of my ceramics are true individuals with their own little quirks and characteristics. There are no machines involved in the making process and no technical or precise measurements either to rigidly conform every piece to. These are handmade ceramics and as such, whilst they will look like the images on the website, no, they will not be an exact like for like down to the millimetre. That's the beauty in handmade, every piece is unique with its own qualities making it a true one-of-a-kind.


I'VE CHANGED MY MIND, CAN I CANCEL MY ORDER?

Should you wish to cancel an order, a request needs to be made by email within 24 hours of placing your order for a full refund to be issued.


WHAT SHOULD I DO IF I WANT TO MAKE A RETURN?

If you're not completely satisfied with your order and would like to return it, please check the Returns Policy page for full details on the process.

Made to order and commissions cannot be returned nor any refund provided. 


YOU'RE RIGHT, YOU SURE DO USE A LOT OF PACKAGING, IS ANY OF IT RECYCLABLE?

Indeed I do, and I hate doing it but, ceramics are a tricky old thing to ship without proper protection. I've lost count of the number of times I've received something that reads "fragile", "handle with care", "this way up" and the box looks like it's been beaten with a cricket bat, is hanging on for dear life and is most definitely not "this way up". To make sure my ceramics, and your order, can withstand any potential mistreatment, I need to use a lot of protective packaging because ceramics won't just get a dent in them, they'll smash and they'll smash pretty spectacularly so, I strongly recommend all boxes and marketing materials you receive be recycled where possible depending on your local councils recycling facilities. The packing peanuts are all biodegradable too so chuck them on the compost heap when you're done and they will disintegrate. I'll continue to try and source packaging materials that are eco-friendly wherever I can whilst trying to keep costs for this as low as I can for you. If anything cannot be recycled, like bubble wrap which I try not to use too much of, I would always encourage re-using it if you can rather than throwing it in the bin. Be creative!


IS EVERYTHING ON THE WEBSITE COPYRIGHTED?

Yes, it most certainly is, thanks for checking.