Help & FAQs

Yes. Email us within 24 hours of purchase with your order number to request a cancellation. Our team will confirm the next steps.

After 24 hours, we can no longer cancel your order. You can request a return after delivery under our return conditions.

Request a cancellation · Read the return conditions

Email us as soon as possible with your order number and the change you need. For an address correction, include the complete correct address.

We’ll try to help. Refunds for orders sent to an incorrect address cannot be guaranteed.

Ask for an order change

Choose from the payment methods shown at checkout. Available options can depend on your destination and order.

If your payment fails, contact us with the message shown. Please do not send card details.

Get help with a payment

Check the currency shown beside your total at checkout. You can choose your destination and supported currency in the storefront header.

Ask about your currency

Most orders dispatch in 1–3 business days. Estimated delivery after dispatch:

• Economy: 7–10 days.
• Expedited: 5–7 days.
• Priority: 4–7 days, excluding Norway.

Product exceptions: Yoshida Pottery takes 2–5 weeks. For made-to-order furniture and lighting, use the lead time on the product page.

Choose from the services available for your address at checkout. Norway has a separate service. Holidays, customs and carrier delays can add time.

Check your destination · Shipping information

Open the tracking link in your dispatch email. It lets you follow your parcel once it is on its way.

If you already have a tracking number, you can also enter it on 17TRACK. If you can’t find your dispatch email, contact us with your order number.

Track with 17TRACK · Help with tracking

Economy shipping is free from USD 50 for eligible destinations. Below USD 50, Economy shipping is USD 7.99.

Exceptions: Norway has a separate USD 40 shipping rate. Faster services have their own rates, where available. Remote destinations, including some islands and highlands, may have a surcharge. Check the final shipping charge at checkout.

Check a shipping charge · Shipping information

Use the destination lookup to check the countries and regions in our current shipping settings. If your country or region isn’t listed, email us with your destination and the product you would like.

Check the options and final charge for your address and items at checkout.

Find your destination · Ask about a destination

Check your tracking link, then email us with your order number if the parcel is significantly delayed. We’ll look into it with the carrier.

Customs checks, weather and carrier issues can affect the estimate.

Get help with a delayed parcel

If your order includes an out-of-stock item, it may be held until every item is available. Contact us with your order number to check your order.

Yoshida Pottery and made-to-order pieces have longer lead times.

Check my order’s dispatch

International orders may incur duties, taxes or fees set by the destination country. These charges are the customer’s responsibility and are not included in shipping costs.

Check with your local customs office for the charges that may apply.

Ask about international delivery

Contact the carrier to report the missing parcel and open a claim. Email us with your order number if you need help finding the tracking details.

The shipping policy states that parcels marked delivered are not eligible for a refund or replacement.

Get help with tracking details · Read the shipping policy

Contact us with your order number so we can check the returned parcel.

For an undeliverable order caused by an incorrect address or failed delivery attempts, the shipping policy lists a refund with shipping and duty fees deducted, plus a 10% handling charge. Re-shipment is not available for returned orders.

Ask about a returned parcel · Read the shipping policy

Email us within 14 days of delivery with your order number, the items you’d like to return and your reason. We’ll send the return instructions.

Keep items unused and unworn, with their original tags, packaging and proof of purchase. You pay the return shipping cost. Contact us before sending anything back.

Email a return request · Read the return conditions

Email us within 72 hours of delivery with your order number and photos of the item, packaging and shipping label.

We’ll arrange a replacement and cover replacement shipping. If the item is out of stock, we’ll provide a refund.

Report a damaged or incorrect item

The 14-day return policy covers sale items, bundles, discounted purchases, gift cards and furniture, subject to the return conditions.

Items must be unused and unworn, with their original tags, packaging and proof of purchase. Complimentary promotional gifts cannot be returned.

Check the full return conditions

You pay the cost of return shipping. Original shipping fees, duties and taxes are non-refundable.

If an item is returned in a condition that prevents resale, a restocking fee may apply. For an item that arrived damaged or incorrect, see damage and replacement help.

Read the return conditions

Email us within 3 days of delivery with your order number and the item, size or colour you would like instead. We’ll send the next steps.

Furniture and made-to-order lighting cannot be exchanged.

Ask for an exchange

Approved refunds are processed within 7–14 business days to your original payment method.

We first need to receive and inspect your return. We’ll email you to confirm whether the refund is approved.

Check a refund

Check the care instructions for your exact product. Care varies by material and finish.

• Crushed Ceramic Mug: dishwasher and microwave safe.
• Luna Mirror Cup: dishwasher safe.
• Tessera Mosaic Glass: hand wash in warm water with a soft cloth; avoid hot drinks and sudden temperature changes.

Crushed Mug care · Luna care · Tessera care

Hand wash the Tessera Mosaic Glass in warm water with a soft cloth. Avoid boiling water, hot drinks and sudden temperature changes.

For other Tessera shapes, check the care instructions on that product’s page.

View Tessera Mosaic Glass care

Compare cup capacity and plate diameter in our size guide, then check the exact product’s measurements before ordering.

The guide includes ml and fl oz for cups, and cm and inches for Rinka plates and bowls. Capacities are measured to the brim unless stated otherwise.

Open the size guide · Get help choosing a size

Some handmade pieces vary slightly. The Tessera Mosaic Glass page describes small bubbles, specks and subtle differences in colour and glass as part of the making process.

If you’re unsure about your item, send us a photo. For an item that arrived damaged, report it within 72 hours of delivery.

Ask about my piece

Gift eligibility uses your qualifying merchandise total before discounts. Check the current gift details in the announcement bar and the gift shown in your bag.

The current offer allows up to one Concha Pocket Mirror and one eligible gift choice per order. Reaching the higher choice tier replaces the first choice; the mirror stays with the order.

View your bag and gift options · Ask about gift eligibility

Check the current offer details and your qualifying merchandise total. If you think your order qualifies, contact us with the items in your bag and your selected currency.

Include a screenshot of your bag if possible so we can check the gift selection.

Get help with a gift offer

Enter your code in the discount field in your bag or at checkout, then check that the discount appears in your total before paying.

For the welcome offer, follow the instructions in your welcome email. If a code isn’t accepted, contact us with the code and the items you want to order.

Get help with a discount code

Yes. LoveÉcru gift cards are digital and delivered by email. Choose a value on the gift-card page.

To send one to someone else, use the recipient option on that page and check the delivery details before ordering.

Choose a gift card

Contact us before ordering to check the options for your chosen item and destination.

Tell us what you would like to send and any message you want to include.

Ask about gifting