FAQ

Customer Service

WHAT’S UP?

If you need some help or have a question or two, feel free to contact us.

Mail us at hello@inkaerde.com

FAQ 

WE SHIP EU WIDE

WANT TO MAKE A PURCHASE?
When purchasing a product on Inka Erde you will receive an e-mail confirmation. Please note that the order is not accepted until we have double checked that the requested product is in stock. It can be that the product will need to be made especially for you which can take up to 3 weeks. After this, you will receive a final order and shipping confirmation.

HANDMADE

We wouldn’t have it any other way! That means there may be variation in colour, size and shape. This really depends if your ordering a specific piece from our shop, or part of a series and will be stated in the product description. If you’re uncertain, please send us an email and we’ll answer your questions. Photographs will not always be of the specific item that you may purchase, but of one in the same clay, glaze and design. 

RETURN POLICY

Articles bought on Inka Erde are fully returnable and refundable within 14 days upon receipt. Note that the right of withdrawal is annulled if you use the product in a way that obviously reduces the sales value significantly. The goods must be returned unused and in the same condition as they were upon receipt and in the original packaging. If not, you will receive a refund equal to the state of the item. 

You are responsible for both delivery expenses and safe conditions of the item when shipped.

Items of a certain size or fragility picked up in our workshop, should be returned there.

WANT TO RETURN A PARCEL? PLEASE SEND TO:

Kaltschmidt/Hann
Buchholzer Straße 6
10437
Berlin

Germany 

REFUND

When we receive your parcel and the items are approved we will return the order amount to your account or gift card used for the purchase. 

WANT TO PICK UP YOUR PARCEL?
Orders can be picked up (for free!) from my studio. Drop us an email and we can arrange a time to collect.

DAMAGED PARCELS?
The goods are insured in transit and we kindly ask you to check the content of the parcel upon receipt. If the parcel and/or the content are damaged upon receipt, please let us know within 24 hours after receipt so we can get the item cost refunded. We are responsible for goods, which have been damaged in transit. We will replace the item, remake the item or return the cost of the item if it is no longer in stock.