Product FAQ

Answers to your most frequently asked questions about my products.
Are your products microwave and dishwasher safe?

All products are both microwave and dishwasher safe, however it is recommended to wash products by hand after each use to extend their lifespan, keep them extra safe and avoid something falling against them in the dishwasher.

Will my ceramics look exactly as the picture?

As a handmade, artisan product, each piece that comes out of the kiln is unique.
There are all kinds of things in the process of making pottery that will cause variations in the resulting “look” of the glaze. This can be anything from the texture on the surface of the clay during making, to the humidity in the air when the glaze was applied or to the position of the item in the kiln.
These variations are what make your new ceramics truly unique.

Tips to look after your products.

Always wash your ceramics after each use to extend lifespan.
Remember ceramic is durable but it will break if knocked or dropped so handle it with care.
If washing your products in the dishwasher be sure nothing is going to fall or bump against them during the washing process.
If you have a build up of tea tannins or coffee inside your cup, soak it in vinegar over night and give it a good scrub.

Shipping & Delivery

Here are some of the most frequently asked questions about Shipping & Delivery.
How long is the delivery time?

The delivery is done within the deadline indicated for each product.
Delivery time is 2-5 working days for Croatia. For the rest of the countries it can take up to 10 working days. We do not affect the delivery of postal services or the possible retention of customs duties.
Delivery of all products is done on weekdays from Monday to Friday.

In some cases, a product can wait up to 15 business days due to: national holidays, holidays, or increased traffic on the post. In such situations, when we receive timely information from a foreign supplier, we will notify you of the possibility of prolonging the delivery deadline.

What countries do you ship to?

At the moment we are shipping to the following countries:
Croatia, Slovenia, Bosnia & Herzegovina, Serbia, Austria, Belgium, Bulgaria, Denmark, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxemburg, Netherlands, Norway, Poland, Portugal, Romania, Spain, Sweden, Switzerland, Ukraine & United Kingdom.

If your country is not listed here, please contact us at [email protected] and we will find a solution for you.

Order Queries

How orders are processed and associated answers about my handling of orders.
What if my order arrives broken?

We do our best to package our handmade ceramics very safely but sometimes accidents happen.
Don’t worry, we will replace all products that have been damaged in transit. For more info read our Return Policy.

Refunds & Returns

Answers to your most common concerns about how I process refunds & returns.
Can I get a refund?

If you are not satisfied with the product you have ordered, you can return it for a full refund.
All returned products must be unused and in the original packaging.
The cost of shipping to our warehouse for the products you are returning is borne by yourself (by post or delivery service), except in cases of refunds or replacement of defective products, when all costs are borne by Iva Gotovac.

Refunds and replacements must be pre-negotiated
If you wish a refund in addition to the goods which satisfy the refund, a copy of the invoice must be provided and the account number (IBAN) to which we reimburse the funds
Reimbursement will be made in accordance with the legal deadline of 14 days (ZZP), i.e. after we receive the product
When returning the product, the buyer is liable to properly package the product(s) in the cardboard box in order to avoid damage to the product during transport. If damage occurs because the buyer did not protect the product when packing (e.g. returned products wrapped in plain paper or in a bag), the refund or replacement will not be accepted.
You must make the return of the goods without delay and at the latest within 14 days from the day you have given us a unilateral termination of the contract.

What if my purchase arrived damaged?

We guarantee that all of our ceramics leave the studio in perfect condition ready to be put to use and we package them with care but sometimes things break during transportation.
Upon opening your order please be sure to check that there are no cracks that have occurred in transit. We will replace ceramics that have been broken in transit. If your items arrived damaged during delivery, please contact us by e-mail [email protected] within two working days of receipt of the consignment.
All complaints will be resolved in the quickest possible time. In these cases, Iva Gotovac covers all costs of replacing the product.
Thanks so much for your cooperation!

General Information

General informations which are not covered in other faq sections
Do you use sustainable packaging?

All products are packaged and posted using 100% recycled paper and cardboard, and second-hand/repurposed packaging materials.
You can expect your product to come in a cardboard box filled with both new (recycled) and second hand paper and materials.
The materials that we repurpose and re-use would otherwise be considered waste and go straight into landfill.

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