Shipping policy

1. Production of our products

Once you have placed your order please allow time for your mug/s to be produced and prepared for shipping. All orders automatically enter this process immediately after purchase, which can take 1-2 business days. Estimated production timeframes are available on our Shipping information page.

1.1. Production timeframes

The current estimated production timeframes for our mugs are prominently displayed on our Shipping information page, as well as on every product page. The timeframes are kept up-to-date and reviewed on a regular basis, yet are best estimates only and cannot be guaranteed in all instances. The timeframes stipulated exclude weekends and public/bank holidays.

1.2. Production delays

In very rare cases, orders may take a little longer in production than expected in particular, but not solely, large bulk orders. HUACI Porcelain factory may, at our discretion, upgrade such orders to expedited or overnight shipping free of charge without notice to the customer.

1.3. Order changes / cancellation during or after production

All products offered by HUACI Porcelain factory are produced on demand. Orders that have entered the production process are ineligible for modification, cancellation and/or refund.

2. Shipping

All orders placed at HUACI Porcelain factory ship from England, China, to postal addresses in the following countries: China. We do not ship to PO boxes, nor to countries that are not listed here.

2.1. Shipping costs and timeframes

Shipping begins after the production process is completed. Shipping times are prominently displayed on our Shipping information page, as well as on every product page. The timeframes are kept up-to-date and reviewed on a regular basis, yet the times provided are estimates only and cannot be guaranteed in all instances. The timeframes stated exclude weekends and public/bank holidays.

2.2. Shipping delays and issues

2.2.1. Shipping delays/not delivered

If an order hasn't arrived in an extended period of time after it has shipped, we may ask you to follow up with the freight carrier before we initiate an investigation.

If an order is considered lost, HUACI Porcelain factory may consider offering a full refund or replacement order free of charge. An item is considered lost in transit if either:

  • The tracking page has not shown any satisfactory status updates in at least 12 business days from the estimated delivery date given by the freight carrier, OR

  • The tracking page has not shown any satisfactory status updates in at least 12 business days from the last day of the estimated shipping time period as stated on our website at the time of purchase, OR

  • The freight carrier has confirmed in writing (at any stage during shipment) that the item is considered lost.

In other words: If final delivery of your order is delayed by less than 12 business days please contact the shipping company and state your tracking number. Since the actual delivery itself is out of our control, contacting the carrier directly is a much faster route to getting a reliable update. If your order appears to be delayed longer than the time periods listed in the two points above, please get in touch with our customer service team. We will be happy to see how we can resolve the issue together with you.

2.2.2. Undeliverable items / returned to sender

If the carrier was unable to deliver an item to the customer, order tracking may show updates such as 'undeliverable', 'returned to sender' or similar. In these cases HUACI Porcelain factory reserves the right to investigate the cause of the status update before making a decision on eligibility for a refund or free replacement order.

If we find that the affected order is eligible for a refund or free replacement order, this will be arranged as quickly as possible, even if the original item has not been returned to us.

In other words: If your order is undelivered or returned back to us, we will do our best to find out what happened and whether we can offer you a refund or a free replacement order. Unfortunately, when parcels are 'undeliverable' or 'returned to sender', most carriers reduce the item's priority status which means parcels can take a very long time to be returned to us. In some cases, return orders are simply destroyed by the carrier. For these reasons, if we find your order is eligible for a free replacement, we won't necessarily wait for the original parcel to arrive back to us. Instead, to speed things up, we will simply go ahead with production and shipping of the replacement order.

2.2.3. Delivered but unable to find

If a on order tracking page shows the item as delivered but the customer is unable to locate the parcel at the shipping address, we ask the customer to conduct a thorough check of the premises at the shipping address. Sometimes if a delivery driver is unable to deliver a parcel to the recipient in person, they may leave it at the front or back door of a building, on window sills, on the porch, or even hidden behind pot plants or outdoor furniture (to prevent mail theft). In some rare cases they may also leave the parcel with neighbours, or with reception if the shipping address is a commercial or apartment address.

In other cases the delivery driver may bring the parcel to the local post office and leave a note inside the mailbox at the shipping address to inform the recipient about pick-up options.

If a on order tracking page shows the item as delivered but the customer is unable to locate the parcel at the shipping address, HUACI Porcelain factory takes no automatic responsibility for any loss, however we will do our best to assist in investigations to locate the parcel and may offer a refund or replacement at our discretion.

2.2.4. Other shipping issues

HUACI Porcelain factory takes no responsibility for unexpected irregularities in the shipping process or unforeseen delays that are out of our control.

2.3. Incorrect shipping details

Shipping labels for outgoing orders are printed exactly as entered by the customer during checkout. It is your responsibility to ensure accuracy of the order's shipping address prior to placing an order. HUACI Porcelain factory takes no responsibility for shipping addresses entered incorrectly, but on rare occasions we may be able to update incorrect shipping addresses while an order is still in production. Once a shipping label has been printed or an order has been picked up by the freight carrier, we are unable to update shipping address details.

In the event that an order has shipped with an incorrect shipping address, unless proven to be caused by an internal or system error, HUACI Porcelain factory is under no obligation to refund or replace the order, or to follow up with the freight carrier to arrange redirection of the parcel to the correct shipping address. You may choose to contact the freight carrier to arrange redirection at your own discretion. HUACI Porcelain factory takes no responsibility for any costs, fees or losses incurred by the customer as a result of incorrect shipping addresses entered during checkout.

In other words: If you have accidentally entered an incorrect shipping address during checkout please contact our customer service team immediately. In some cases we are able to update shipping details while the order is still in production. If your order has already shipped we may be able to offer a gift card toward your next purchase. This is determined on a case-by-case basis and is at our discretion.