FAQ: Ordering, Shipping and Payment

How do I place an order?

Add the pieces you want to your bag, open the bag and choose Checkout. Enter your delivery address, pick a shipping option and pay. You will receive an order confirmation by email.

How can I pay?

By bank card or with PayPal. The payment methods available for your order are shown at checkout.

When will my order be dispatched?

Orders are usually dispatched within 10–14 business days. This is an estimate of the time until dispatch, not a delivery date. If a product page states a different dispatch time for that item, that time applies. We send tracking details when they are available.

How long does delivery take?

Transit time depends on the destination, the carrier and customs clearance. If dispatch is significantly delayed, we will contact you.

How much does shipping cost?

Shipping is free on orders of $1,000 or more. Below that, the charge is calculated at checkout from your address and your order, and you see it before you pay.

Do you deliver to my country?

We deliver wherever a shipping option is shown for your address at checkout. If no option appears for your country, contact us and we will check whether we can deliver your order.

Will I have to pay customs duties?

The buyer pays any customs duties and import charges assessed for the delivery, unless they are collected at checkout. These charges are set by the authorities or the carrier in your country and may be requested before delivery.

The item I want is on pre-order. What does this mean?

The piece is not in stock yet. Its product page shows the estimated dispatch time. For a pre-order you pay 50% of the order total at checkout and the remaining balance before shipment. An order that includes a pre-order piece is sent as one shipment when everything is ready.

Can I order a piece that is not in the catalogue?

Ask us. Send the name of the piece, or a photograph, to [email protected] and we will check whether it can be supplied and at what price.

My order arrived damaged, or something is wrong or missing. What do I do?

Email [email protected] within 7 days of delivery. Include your order number and photographs of the item and of its packaging. When the problem is our responsibility, we replace the item or refund it.

Can I return an item?

Returns are accepted where the law that applies to your order gives you that right. The conditions and the steps are set out in our Shipping & Returns policy.

I have forgotten my password. How do I recover it?

Open the sign-in page and choose Forgotten Password. We will email you a link to set a new one. If you had an account on our earlier site, sign in with the same email address.

How do I know the porcelain is genuine?

Every porcelain piece in our catalogue comes from the Imperial Porcelain Manufactory in St. Petersburg and carries its mark on the base. Our guide explains how to identify fake Lomonosov porcelain.

How should I look after my porcelain?

Wash it by hand in warm water with a soft cloth and dry it straight away. The details are in How to Take Care of Porcelain.

I have another question

Write to us or email [email protected]. We are happy to help.