Shipping & Delivery
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Made to order mugs can take up to 8 weeks processing time and up to 4 weeks with Priority Making.
Once your order is ready, you will get a dispatch notification from us and from the courier with updates for delivery. Delivery times from the time of dispatch is normally 2 - 7 days depending on express or standard delivery.
International Customers may have an added 14 day estimate delivery once the order has been dispatched.
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Our prices do not include international customs charges. Any taxes owed to your country when ordering online will be charged directly to the recipient from the countries couriers.
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Our processing time is an estimate only and not a guaranteed delivery time. Handmade ceramics is incredibly unforgiving and we can expect delays during the making process if they need to be remade at any point. We would have contacted you with any updates on your order. If you are looking for an update please contact us on support@naetive.com
Our processing time does not include delivery times.
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Yes, we ship our products all over the globe.
Please note that shipping rates could vary depending on your region and custom charges are not included in our prices. International customers will be responsible to cover any of their countries taxes. -
The processing time is the time it take for us to process your order. The processing time does not include delivery times and is an estimate only. This is due to the natural complications that can occur during the firing and making stages. We want to make you the perfect imperfect mug and sometimes have to remake orders as they develop complications during the making process. Please be aware that delays can occur and if your order is needed for specific times you can contact us to let us know and we'll do our best to accommodate it.
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We do offer Priority Making. We understand that some customers need their orders for specific days and we can add your order to a priority list. This service pushes your order as priority. Please be aware that handmade ceramics are fragile anad fast track is an estimate, should we encounter any delays we will contact you to discuss a potential refund on your fast track purchase.
Perfectly Imperfect
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Perfectly imperfect is celebrating the journey custom handmade ceramics has. Handmade ceramics is incredibly unforgiving and some imperfections can happen during all stages of the making process. Custom orders are One of One and may come with a bit of extra personality, some imperfections are completely safe and aesthetic only, these will still be sent out upon our quality checks. Some orders need to be remade and we'll let you know if your order is delayed.
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Due to the nature of handmade ceramics and the unpredictability of the firings, we can see all sorts of imperfections such different shades of colours, slight glaze imperfections or 'stretch marks'. They are all signs of perfectly good handmade craft and safe to use.
We would not send anything out that has a crack. If your parcel has arrived broken with the courier please contact us on support@naetive.com so we can help.
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Happy Accidents are our Sale Mugs, sometimes we have to remake orders as they come out of the kiln with more than we expected.
If you have placed an order with us and it has not come out to the standard we want, we will contact you to offer you the Happy Accident prior to remaking.
We don't like waste and finding these perfectly good mugs a new home is our Happy Accident Sale. Nothing is unsafe to use and have aesthetic differences only.
Returns & Refunds
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Please contact us if you are not 100% happy with your order, we want to hear your feedback and if there is anything we can do to help we will.
As all of our orders are handmade, they will each have their own differences and imperfections. This is the natural form of custom ceramics as we're bound by it's limitations.
We can offer resolutions so please contact us using our email support@naetive.com with your images and details for us to get back to you!
Please see our Returns Policy for more information.
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We can offer refunds subject to the product.
If your order is 'made to order' and hasn’t been made yet this may be cancelled and refunded at our discretion.
If your order has been made we would not be able to refund you as the custom order has been fulfilled.
Please see our Returns Policy for more information.
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If your order is customised with personal details such as dates, names and times we will be unable to refund these as they have been custom made as per our terms of service. We may be able to help so please contact us on support@naetive.com.
If your order is plain or has common quotes or writings and is unused we may be able to offer a full refund at our discretion. Please see our Returns Policy for more information.
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We do not offer free returns and charges may apply. Please see our Returns Policy for more information.
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You can change your order details if we have not yet made your mug. Once your mug is made it will be too dry to amend. Please review your order prior to purchasing to avoid any spelling or order errors. We are not responsible for any errors added to the order.