Frequently Asked Questions

Is your Lomonosov porcelain genuine?

Yes. Every porcelain piece in our catalogue comes from the Imperial Porcelain Manufactory in St. Petersburg, founded in 1744, and carries the manufactory's mark on its base. If you want to check a piece bought elsewhere, see how to buy genuine Lomonosov porcelain.

How do I place an order?

Add the pieces to your bag and go to Checkout. There you enter your address, choose a shipping option and pay by bank card or PayPal.

How long does it take to receive my order?

Orders are usually dispatched within 10–14 business days, unless the product page gives a different time. After dispatch, delivery time depends on your country, the carrier and customs. We send tracking details when they are available.

Can I order something that is sold out?

Pieces marked Pre-order can be ordered now: you pay part of the total at checkout and the rest before shipment, and the product page shows the estimated dispatch time. If a piece is not in the catalogue at all, email us its name or a photograph and we will check whether it can be supplied.

Which countries do you ship to?

We ship wherever a delivery option is shown for your address at checkout. If none appears, contact us for a shipping quote.

How much is shipping?

Shipping is free on orders of $1,000 or more. For smaller orders the charge is calculated at checkout and shown before you pay.

What about customs in my country? Is there any duty?

Each country sets its own rates. The buyer pays any import duties and import-related charges, unless they are collected at checkout.

I received my order and it is damaged. What do I do?

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

How do I recover my password?

Choose Forgotten Password on the sign-in page and we will email you a link to set a new one. Customers of our earlier site can sign in with the same email address.

Can I put the porcelain in a dishwasher or a microwave?

We recommend washing by hand, and decorated porcelain should not go into a microwave. See How to Take Care of Porcelain.

More answers on ordering, delivery and returns are in our ordering FAQ and in the Shipping & Returns policy.