FAQ - Frequently Asked Questions
GENERAL
Where are the parts made?
The pieces are made in Lisbon, Portugal.
How are the parts made?
All pieces are handmade by me. Given their handcrafted nature, no two pieces are alike. The piece you receive may always differ in size, color, and shape, making it unique.
How do I take care of my pieces?
All pieces are dishwasher safe, however hand washing is always recommended as the machine may change the color of the pieces over time.
It is also not recommended to subject the pieces to rapid temperature changes (example: putting a hot drink in a cold mug that has just been taken out of the refrigerator).
Are the parts safe to use with food?
Yes, the pieces are safe for use with food. If any piece is for decorative purposes only, this information will be described on the corresponding piece's page.
The item I want is sold out. Will it be restocked?
It's not possible to guarantee that it will be restocked, but you can email contact.duqueceramics@gmail.com and ask about pre-orders or future restocks. However, if you join the email list, you will always receive emails with information about new collections and restocked items. Go to the bottom of the page and enter your email in the green space "Subscribe to the newsletter".
ORDERS
Is there in-person collection in Lisbon, Portugal?
Yes, simply select the "In-Person Pickup" option at checkout. You will receive an email after your purchase to schedule the day and time of delivery.
Are exchanges or returns accepted?
As this is a handcrafted business, we cannot accept exchanges, returns, or cancellations. No warranty is included either.
SHIPMENTS
When will my order be shipped?
It will be shipped within 3 to 7 business days after confirmation. For items identified as "Pre-order," the order will be shipped after the date mentioned on the item's page.
How can I track my order?
Once your order has been shipped, you will receive an email with a tracking link. If you still haven't received the email 8 business days after placing your order, please contact us at contact.duqueceramics@gmail.com
Do you ship internationally?
Yes. If you are unable to place an order on the website, please contact us via email: contact.duqueceramics@gmail.com
Which delivery service do you use?
You will receive your order via CTT (Portuguese postal service). All orders are sent by registered mail, and the shipping cost varies depending on the destination and weight of the package.
Will I have to pay any taxes or fees?
The items are shipped from Portugal, therefore you may have to pay taxes or fees depending on your location. Duque Ceramics is not responsible for these charges, which are the responsibility of the customer.
My order says "Delivered" but I still haven't received it?
You can contact the delivery service, as they provide more detailed information about the status of your order. If the delivery service is unable to assist you, please contact them via email: contato.duqueceramics@gmail.com
Duque Ceramics is not responsible for orders that are lost or not picked up within the timeframe established by the delivery service. If any item is returned to Duque Ceramics by the delivery service, the shipping cost will not be refunded to the customer.