Shipping, Payment & Refund Policy

At KUST Ceramics, we aim to make your shopping experience simple and clear.

Payment

All orders are paid online via the Hutko payment service during checkout.

Once your payment is successfully completed, you will receive an order confirmation.

Shipping

Orders are shipped via Ukrposhta within 3 business days from the date of purchase.

Each ceramic piece is packed with great care to ensure safe delivery.

Refunds

Refunds may be issued in the following cases:

  • if the order has not been shipped;
  • if the item was damaged during delivery;
  • in other cases provided by applicable law.

If your item arrives damaged, please contact us as soon as possible and provide:

  • photos of the damaged item;
  • photos of the packaging;
  • a photo of the shipping label.

After reviewing your request, we will offer an appropriate solution, including a refund or replacement if applicable.

Important Note

As most pieces are handmade, slight variations in shape, texture, or glaze are not considered defects, but part of the unique character of each ceramic work.

Shipping Policy

Thank you for choosing KUST.

Each piece is carefully handmade in our studio in Kyiv, Ukraine, and prepared for shipment with great attention to safety and detail. Because many of our works are fragile ceramic objects, we use a specially developed packaging method designed to ensure secure delivery.

Processing Time

Ready-to-ship items are usually dispatched within several business days after payment is received.
Made-to-order pieces and custom ceramic commissions require additional production time depending on the complexity of the work. Estimated processing times are provided individually or in the product description.

Packaging

We use special protective packaging developed for fragile ceramic works. Each piece is packed individually using secure multi-layer materials to help protect it during international transit.

Worldwide Shipping

We ship worldwide and do our best to deliver orders safely to almost any destination. Shipping times may vary depending on the destination country, customs procedures, and the shipping carrier.

Delivery Time

Estimated delivery times are approximate and not guaranteed. Delays caused by customs, postal services, couriers, weather conditions, or other circumstances beyond our control may occur.

Customs and Import Taxes

Buyers are responsible for any customs duties, import taxes, VAT, or other fees that may apply in their country. KUST is not responsible for delays caused by customs clearance.

Shipping Damage

We pack our ceramics with extreme care, and our packaging system is designed to provide a high level of protection during delivery. If your order arrives damaged, please contact us as soon as possible and provide photos of:

  • the damaged item
  • the packaging
  • the shipping label

We will review the case individually and do our best to resolve the situation.

Incorrect Address

Please make sure your shipping address is correct before placing an order. We are not responsible for parcels lost or delayed due to incorrect or incomplete shipping information provided by the customer.

Contact

If you have any questions about shipping, delivery times, or a specific destination, please contact us before placing your order.