Your questions

Which countries do we deliver to?

We deliver for France and some European countries : 
Belgium, Germany, Luxembourg, Netherlands
Austria, Ireland, Italy, Portugal, Spain, United Kingdom
Denmark, Estonia, Hungary, Latvia, Lithuania, Poland, Slovakia, Slovenia, Sweden, Switzerland
Bulgaria, Croatia, Cyprus, Finland, Greece, Iceland, Malta, Norway, Romania, Balearic Islands, Ceuta and Melilla

 
Is click and collect possible?

Slow Glaze is an online store only. However, customers who live in Toulouse and its surroundings have the option of picking up the package in Toulouse to avoid shipping costs. This option is available on the payment page and you only have to check the corresponding option in order to benefit from it.
The pick up address will be communicated to you after your purchase and you will receive an email to inform you as soon as the order is ready to be picked up.

 
The delivery costs are 5 euros for any purchase in France. For deliveries abroad, the costs are calculated on the payment page according to the weight of the package. Delivery times vary from 5 to 7 working days. If a delay in delivery is due to the carrier, the latter will notify you by email. Note that we can not do anything if the delay in delivery comes from the carrier, our responsibility can not be engaged. If we face longer shipping times than usual, we will contact you to let you know.
 


 
What payment methods are accepted and is online payment secure?

You can pay directly via the site with a Visa, Mastercard or American Express credit card.
All payments on our online site are secure with the Stripe app. Stripe uses 3D secure 2 and your bank details are encrypted. We therefore never have access to them.

 
Information about your orders

Tracking your order
As soon as your order is shipped by Slow Glaze, you will receive a confirmation email with a tracking number that will allow you to know the progress of the shipment on the sender's website. If you have a problem: parcel never shipped, no news from the sender, parcel marked delivered but not really delivered, please contact us by email.
Absence during delivery
If you are absent during the delivery, there are several options:

 
The carrier's company contacts you by phone and informs you that it will come back the next day.
The sender leaves you a transit advice note in your mailbox and informs you of the location of your package: nearest post office. The package will remain available for 15 days at the post office from the day after the day on which the notice of transit is filed, after which the package will be returned to us.
If delivery cannot be made for the following reasons:

You do not pick up the package at the post office

The 15-day deadline has passed and you did not pick the package

Incorrect delivery address from you
Then the costs of return shipping are your responsibility.

 
Return policy
If you want to return an item that does not suit you, the procedure is as follows.
Send an email to contact@slowglaze.com with:
Reason for return
Initial order number
We will get back to you following this email to discuss with you. Note that the return costs are your responsibility.
We will contact you by email as soon as the package is received. After verification of the latter, the price of the products will be refunded to you on the same means of payment used during your order. Delivery costs will not be refunded.
Reason for returns:

I want to return a product because it does not appear to me to conform to the photo on the site?
We sell artisanal and handcrafted products and ceramics make each product a unique object. A difference of a few millimeters, a different enamel from one cup to another is specific to ceramics. So these are not defaults for Slow Glaze. Ceramic is not an industrial product, it is shaped by hand and fired at high temperature so that the color and the enamel react in different ways to the firing. You will not receive a blue or black product for one green mug ordered, but you may receive two speckled white mugs whose small spots are not in the same place from one mug to another.

 
Refund policy

If you are not satisfied with the product received, you can return the product to us. Note, however, that shipping costs are your responsibility and will not be refunded by Slow Glaze.
In accordance with the provisions of article L.121-21 of the Consumer Code, the conditions for returning our products are as follows:

You have 14 working days to return the product to us (from the delivery of the product by the carrier, the delivery date of the latter being proof)
Items must not have been used and must be returned in their original packaging as well as any accessories that were in the original package. The package must be returned complete.

You are responsible as soon as you return the package to us. This implies that any package received by Slow Glaze which is damaged cannot be refunded and your right of withdrawal cannot take place. The package must arrive intact.

Upon receipt of the package, if it is intact, we will reimburse within 30 days of delivery (the date of the carrier being proof). Delivery costs will not be refunded.

In order to consult the details concerning the withdrawal period, please consult our general conditions of sale.

 
Your package and / or your order arrives damaged or there is a problem with the package received
If you notice that your order is damaged or broken, we invite you - upon receipt of the order - to take pictures and send them to us at contact@slowglaze.com. If you do not receive your package, please write to us as well.
Please know that every package delivered is insured and that we will do our best to resolve the issue as quickly as possible.

 
I want to order a quantity of product that does not seem available in the shop
Our stock is renewed very frequently, but you may need a specific amount of a product. We invite you to write to us by email at contact@slowglaze.com to tell us the quantity of the desired product. We will get back to you as soon as possible to let you know if your request is possible.

Note that we do not process tailor-made requests for individuals, requests for specific quantities of a product may only affect the products in our shop.