Q. The item I want is sold out, will you be making more? 

We cannot guarantee that a sold out item will be restocked, but do email info@weruzo.com to inquire about future pre-orders or restocks. 

Additionally, if you join our mailing list, you will receive email updates regarding new collections, sample sales, and product launches. Simply visit our website and enter your email address into the subscribe box. 

Q. How do I care for my Weruzo pieces?

Stoneware is a semi-porous substance, as is the nature of clay, so some light condensation on the bottom of the piece can be normal especially in the hotter months. Weruzo is not liable for marks left on surfaces that vessels may leave due to the nature of the medium.

Stoneware, though on the durable end of clay bodies, is susceptible to breakage if mishandled. Weruzo is not liable for broken pieces from mishandling. To clean your piece, please wipe with a damp cloth. Do not immerse in water. Weruzo pieces are designed to be styled with dried arrangements. Watching a piece age with use is a process we find beautiful and unique to each owner. 

To address specific issues, please contact the studio at: info@weruzo.com 

Q. How long after I place my order will it ship?

Please allow 1-5 business days after the order is placed. 

For items marked as *Pre-orders, please expect your order to be fulfilled and shipped out around the date stated on the product page. 

Q. How are your shipments packaged? Is your packaging sustainable?

Every piece is double boxed and securely packed in 100% recyclable packaging. We take care to pack all our pieces with sustainable packing materials, avoiding all bubble wrap and styrofoam. All orders are packaged in recyclable/biodegradable paper, cardboard, and paper tape. We kindly ask customers to recycle, reuse and/or compost their packaging to eliminate landfill waste.

Q. How can I track my order?

Once your order ships from our studio, you should receive an email with tracking information. If you have not received a shipping confirmation email within 5 business days after placing your order, please contact info@weruzo.com 

Q. How long will my order take to arrive?

We cannot guarantee delivery times, however, you should receive your delivery within 2-7 working days from the shipment date within the United Kingdom.

Q. Do you ship to PO Boxes?

Our courier services (DHL) do NOT ship to PO Boxes. If you only have a PO Box address please provide an alternate address during check out. 

Q. Will I be charged VAT & Duty charges to receive my piece?

Yes, If you are purchasing from a country whose borders charge duty to imported merchandise, you will be requested to pay for this import fee by the postal service, which then pays your government.

The buyer agrees that they are responsible for any duty, taxes, and expenses associated with importing products purchased from us when shipping internationally. All taxes and duties are the sole responsibility of the purchaser, these fees are not included in the shipping costs. 

If you refuse to pay duty and the piece is shipped back to us and arrives safely, we will refund you for the piece minus any additional cost of return shipping. If the package is abandoned because duty is not accepted we are unable to refund you for the lost goods. 

To calculate the expected cost, use the link below and enter  691390 as the harmonized code for ceramic vases:

https://www.simplyduty.com/import-calculator.

Q. Will the delivery of my order be delayed due to COVID-19? 

Since we are still in the midst of global pandemic, yes there may be delays during delivery of your order. People are shopping online more than ever, which is resulting in unprecedented high shipment volumes for couriers & postal workers. We really appreciate your patience during this time. 

Q. Why is the shipping cost higher than I expected?

Shipping fragile, heavy ceramics requires extra protective packing materials, along with a larger box. The cost of shipping is generated based on destination, box size, and total weight of the package.

The pandemic has also negatively impacted shipping costs for international orders. Shipping costs have doubled in some places, and this is due to several factors. Unfortunately, we have no control over this and we are hoping that these costs will decrease in the coming months. 

Q. My package says “delivered” but I haven’t received it yet? 

There are a few steps that you can take to try and determine where your package is:

1. Contact your local postal service, and ask to speak to someone directly. They may have more information on where it was left.

2. Did one of your neighbours accidentally collect your package?

3. Is your mail area secure? Are packages left unattended where you live?

If you have done the above steps without success, please contact us at info@weruzo.com so that we can file a claim on our end. Please note that Weruzo is not liable or responsible for packages that have been stolen or left unattended. Only after we receive a refund from the shipping company can we ship you out a replacement. 

Q. Do you accept Returns?

Yes, you have 14 days from the date you receive your piece to return it. 

If the piece is returned damaged or broken we will not be able to refund you for the lost goods. Pieces are often mishandled during shipping and when moving in and out of customs. We do not advise depending on the return of the goods safely back to the studio as they are often lost or damaged when refused at delivery, and the studio is not always contacted to advise on the return of the parcel.

View our full returns policy here

Q. I received a broken/cracked item in my order, how should I proceed?

We pack every shipment with extreme care, but breakages can still occur during transit, although it is rare. If you receive a broken/cracked item, email info@weruzo.com within 5 business days so that we can produce a replacement for you and start a claim. *Please provide photos of the damaged item and the box it came in (inside & outside photos)*. Please note that you may have to repay duties/taxes for the replacement.