Octo Mugs

We take great pride in the craftsmanship of our pieces. If for any reason you are not completely satisfied, we offer a 30-day return window from the date of delivery.

To be eligible for a return, items must be in pristine, unused condition and returned in their original packaging. Please note: return shipping costs are the responsibility of the customer.

To initiate a return, kindly email us at serente.inquiry@gmail.com. Upon approval, we will provide a return shipping label along with detailed instructions. Please note that returns sent without prior authorization will not be accepted.

For any assistance or questions, our team is available at the same email address and will be pleased to help.

Damages & Order Issues

We kindly ask that you inspect your order upon arrival. Should you receive an item that is damaged, defective, or incorrect, please contact us promptly so we may make it right with the level of care and attention you deserve.

Exclusions

Please note, we are unable to accept returns on:

• Marked-down “Seconds” pieces  

• Gift cards  

These items are considered final sale.

Exchanges

If you wish to exchange an item, we recommend completing a return and placing a new order for the desired piece to ensure availability.

Refunds

Once your return is received and carefully reviewed, we will notify you of the approval status. Approved refunds will be processed to your original method of payment, less the return shipping cost. Please allow a few business days for your financial institution to complete the refund process.

For Ceramic Sculptures and Kitchenware

For Ceramic Sculptures:

• Handling:  

  • Always handle sculptures with clean, dry hands. Avoid touching delicate parts, as oils from your skin can leave marks or damage the surface.

  • If moving the sculpture, use both hands for stability and avoid lifting by protruding features (like arms, legs, or fine details).

  • Keep sculptures in a stable location where they won’t be easily knocked over.

• Cleaning:  

  • Dust the sculpture regularly using a soft, dry microfiber cloth or a feather duster.

  • If necessary, lightly wipe the sculpture with a damp cloth. Avoid soaking it in water.

  • For stubborn dirt or stains, use a mixture of water and a gentle, non-abrasive cleaner. Never use harsh chemicals, as they may damage the glaze or finish.

  • Avoid using abrasive sponges or brushes, as they can scratch the surface.

• Placement:  

  • Keep sculptures out of direct sunlight, as prolonged exposure can cause fading or cracking over time.

  • Avoid placing the sculpture in areas with high humidity (e.g., bathrooms) to prevent mold growth or cracking.

  • For outdoor sculptures, ensure they are stored in a sheltered, covered area during extreme weather conditions like freezing temperatures or heavy rain.

• Repairs:  

  • If the sculpture chips or cracks, seek professional repair services for re-glazing or re-firing. Home repairs might worsen the damage.

For Ceramic Kitchenware:

• Before Use:  

  • Wash new ceramic kitchenware thoroughly with warm water and mild soap before using it for the first time.

  • Check for any glaze cracks or defects before use. If the item has any visible damage, refrain from using it for food preparation or cooking.

• Cleaning:  

  • After each use, allow your ceramic kitchenware to cool before cleaning. Sudden temperature changes may cause cracking.

  • Hand wash with warm, soapy water using a soft sponge or cloth. For stubborn stains, soak the item briefly and then clean with a non-abrasive sponge.

  • Ceramic is often dishwasher-safe, but check the manufacturer's guidelines before placing it in the dishwasher to prevent damage or fading.

• Avoiding Stains:  

  • Ceramic kitchenware can stain, especially if exposed to acidic foods (like tomatoes) or dark liquids (like coffee or wine). Wipe off spills promptly and soak items if needed.

  • To help remove stains, a baking soda paste (baking soda and water) can gently scrub the surface.

• Microwave and Oven Use:  

  • Confirm that your ceramic kitchenware is labeled microwave-safe before using it in a microwave.

  • If using in the oven, avoid sudden temperature changes (e.g., from freezer to oven) as this can cause thermal shock and lead to cracking.

• Storage:  

  • Store ceramic dishes in a dry, cool place to avoid moisture buildup. Avoid stacking heavy items on top of delicate pieces to prevent chipping.

  • If stacking dishes, place a cloth or protective liner between each piece to prevent abrasion.

• Repair and Care:  

  • Small chips or cracks in kitchenware can be repaired with food-safe ceramic glue. Be sure to check for any sharp edges that may have formed due to the damage.

  • If you notice the glaze is worn down or cracked over time, you may want to consider re-glazing for aesthetic and functional longevity.  

By following these care instructions, you can help ensure the long-lasting beauty and functionality of your ceramic sculptures and kitchenware.

Shipment Processing & Shipping Information

At Serente Ceramics, we take great pride in crafting each of our pieces with meticulous care. To ensure you receive the highest quality, please review the following details regarding our shipment processing and delivery.

Processing Time:

• All orders are processed and shipped within 5 business days of purchase.  

• For Pre-Order items, please allow up to 6 weeks for crafting and shipping, as each piece is made to order with the utmost attention to detail.  

Domestic Shipping (New Zealand):

• Shipping within New Zealand is calculated at checkout based on the weight and dimensions of each order.  

• Please note: South Island orders may incur additional shipping charges due to location.  

International Shipping:

• All international orders (outside of New Zealand) will be dispatched via DHL Express for swift and secure delivery.  

• Shipping costs will be calculated at checkout, based on the weight and dimensions of your order.  

Customs, Duties & Taxes:

• Serente Ceramics is not responsible for any customs duties, taxes, or tariffs that may be applied to your order upon arrival in your country.  

• Any additional fees incurred during or after shipping are the sole responsibility of the customer.  

We appreciate your understanding and are here to assist with any questions you may have about our shipping process. We hope you enjoy our artistic ceramic creations from Serente Ceramics!