Luso Stoneware Mug

Can I return my order if it's not right?

Yes. If your item isn’t quite right, you can return it provided it is unused, unwashed, complete, and in its original packaging.

We recommend checking your item as soon as it arrives and keeping all packaging until you’re sure you’d like to keep it. You can view out full Returns Policy HERE.

How long do I have to return an item ?

You have 30 days to return your item.

For pre-orders, the return period starts from the date your order is shipped.

How do I arrange a return ?

You can arrange a return through our returns process. Items must be returned unused, unwashed, complete, and in their original packaging.

For UK mainland returns, you may be able to use our DPD return option. Alternatively, you can arrange your own tracked return. Send it to our address: Unit 8, Anamax Industrial Estate, Oxford Road, Gerrards Cross, SL9 7BB.

How much does it cost to return an item ?

Our pre- arranged rate with DPD will cost you £9 but you are free to use another service provider should you wish.

How quickly will I receive my refund ?

Once your return has been received and checked, your refund will be processed back to your original payment method.

Please allow up to 5 business days for the refund to appear in your account after it has been processed.

What condition does my item need to be in for a return ?

Items must be unused, unwashed, complete and returned in their original packaging.

Please take care when unpacking your order and keep all packaging until you’re sure you’d like to keep it. We may be unable to accept a return if the item has been used, marked, damaged, washed, altered, or returned without suitable packaging.

For fragile items, please re-pack them carefully to help prevent damage in transit.

When will my order be delivered ?

For UK mainland standard delivery, orders are usually delivered within 2–4 working days.

Next day delivery may be available if you order before 1pm, depending on your location and the items in your order.

Pre-order items will be dispatched once they arrive with us. The expected dispatch timing will be shown on the product page where available.

How much does delivery cost ?

Delivery costs depend on your location and the size of your order.

Current standard delivery rates include:

UK Mainland Standard £6

UK Mainland Next Day£9

Northern Ireland & Isle of Wight £15

Channel Islands £20

Scottish Highlands £18

For the latest delivery information, please view our full delivery details.

Do you offer free delivery ?

Yes, delivery is free when you spend over £75

Can I track my order ?

Yes. Once your order has been dispatched, you’ll receive delivery updates from the courier where tracking is available.

We use trusted delivery partners, which may include DPD, DHL or Royal Mail depending on the item and delivery location.

What happens if I am not home when my order arrives ?

If you’re not home when delivery is attempted, the courier may leave a card, send you an update, attempt redelivery, leave your parcel in a safe place if you have given permission, or take it to a local collection point.

Please follow the courier’s instructions as soon as possible to rearrange delivery or collect your parcel.

If a parcel is returned to us after missed delivery attempts or non-collection, a redelivery charge may apply.

What should I do if my order arrives damaged ?

We’re sorry if your item has arrived damaged. Please contact us as soon as possible with your order number and clear photos of:

• The damaged item
• The outer packaging
• Any inner packaging
• The delivery label

Please keep the item and packaging until we’ve reviewed your claim, as we may need these to resolve the issue with the courier.

Once we’ve received the details, we’ll help arrange the best next step, such as a replacement, refund or another suitable solution.

Can I change my delivery address after placing an order ?

Please contact us as soon as possible if you need to change your delivery address.

If your order has not yet been processed or dispatched, we’ll do our best to update it for you. Once an order has been processed or handed to the courier, we may not be able to make changes.

Please include your order number and the correct delivery address when you contact us.

Do you deliver outside the UK ?

Yes, we can arrange international delivery on a request-for-quote basis.

Because shipping costs vary depending on the items, parcel size, weight and destination country, please contact us before placing your order and let us know which products you would like to buy.

We’ll then provide a delivery quote where possible.

Please note that international orders may be subject to import duties, taxes and customs charges, which are the customer’s responsibility and are not included in the product or delivery price unless stated otherwise.

Are your product dimensions accurate?

Yes. We measure our products carefully and list the dimensions on each product page to help you check whether an item will work in your space.

Please allow for small variations, especially with handmade, hand-finished or natural-material pieces.

If you are working with a very specific space or need an exact measurement before ordering, please contact us and we’ll be happy to help where we can.

Are your product dimensions accurate?

We do our best to photograph our products as accurately as possible, but colours can appear slightly different depending on your screen settings, brightness and the lighting in your home.

For natural materials such as rattan, stone, marble, wood, linen, cotton and stoneware, slight variations in tone, texture, grain, glaze or veining are completely normal and part of the character of the piece.

If you’re trying to match a specific colour or finish, please contact us before ordering and we’ll be happy to help where we can.

Are natural variations normal?

Yes. Many of our products are made from natural materials or have a handmade or hand-finished quality, so small variations are completely normal.

You may notice subtle differences in tone, texture, weave, grain, glaze, veining, shape or finish, depending on the material.

These variations are not faults. They are part of what makes each piece individual and give natural materials their character.

What are your products made from?

Materials vary by product and are listed on each product page.

Across our collections, we focus on timeless homeware made from natural textures and considered materials such as rattan, marble, stoneware, cotton, linen, wood and other crafted finishes.

What does pre-order mean?

Pre-order means the item is not currently ready to dispatch, but you can reserve it before it arrives.

The estimated dispatch date will be shown on the product page where available. Once the item arrives with us, we’ll dispatch your order and send you the usual delivery updates.

If your order includes both in-stock and pre-order items, they may be sent separately or held until everything is ready, depending on the items in your order.

Are your products in stock ?

Stock availability is shown on each product page.

If an item is available to add to basket, it is usually in stock and ready to order unless it is clearly marked as a pre-order.

If an item is out of stock, you may be able to sign up for a back-in-stock notification or contact us to ask when it may be available again.

Can I amend or cancel my order?

Please contact us as soon as possible if you need to amend or cancel your order.

If your order has not yet been processed or dispatched, we’ll do our best to help. Once an order has been picked, packed, dispatched or handed to the courier, changes or cancellations may not be possible.

Please include your order number and the change you’d like to make when you contact us.

Can I use Klarna or other payment options?

Yes. You can pay securely at checkout using the available payment methods shown, which may include debit or credit card, PayPal and Klarna.

Klarna availability may depend on your order value, location and Klarna’s own approval process.

If you return an order paid for with Klarna, your refund will be processed back through the original payment method once your return has been received and approved.

How do I contact customer support?

You can contact our Customer Support team through the contact details shown on our website.

Please include your order number if your enquiry relates to an existing order so we can help you more quickly.

Can you help me choose the right item?

Yes. If you’re unsure about size, colour, material or styling, please contact us before ordering and we’ll be happy to help.

We can guide you on practical details such as dimensions, materials and how a piece may work in your home.

Can you help with styling advice?

Yes. We’re happy to help with styling advice where we can.

Whether you’re choosing cushions, tableware, rattan storage, bedding or decorative pieces, we can suggest items that work well together for a layered, timeless look.

What should I do if I have a problem with my order?

Please contact us as soon as possible with your order number and details of the issue.

If your order has arrived damaged, faulty or incorrect, please include clear photographs of the item and packaging so we can resolve it quickly.