FAQ

Frequently Asked Questions

How do I place an order?

     To place an order you at first have to add products to your shopping cart. Then you can click on Checkout in the shopping cart or in the right top of the products window. 

 How long does it take to receive the order I placed? 

     All items are shipped from St-Petersburg, Russia. We ship within 2 days after the payment is completed. Once the parcel is in the Russian Post, it will take another 5-7 days for the item to clear out of customs and to departure from Russia. From there, expect another 10-14 business days of shipment, depending on the country. Parcels arrive faster to European countries, a little longer to the USA, Canada and Australia. If you're in the US, item will be delivered via USPS. Other countries, please, check your Postal web site from here.

Please be informed that we're doing our best to improve the delivery time and methods.

 I need the item urgently. Can you delivery it within 2 days? 

We can ship the order with Express Mail Service, UPS or DHL. Just contact us and we will tell you the shipping cost and delivery time.

How do I pay for this merchandise? 

     When you click on the check out button, you'll be prompted to pay the amount of your order using a credit or Paypal. We accept all kinds of major credit cards. More information about payment is here.

 Can I order something that is sold out? 

    Yes. The Lomonosov Imperial Porcelain Factory has it's own schedule for producing items. But you can contact us and tell the name of the item you need. We will make a special order for you. Normally it may take about 2 months to make a special order. It is possible only on pre-payment terms.

 Can I order any item I see? 

     Yes, of course. If there is anything else you might need that you don't see in the catalogs, let us know and we'll see if we can help you. 

 What does it mean if there is no price? 

    Please accept our apologies if you see an item without description or prices. We have thousands of products and we might have missed adding a price to some of them.

  What about shipping to foreign countries? 

     We ship to the following countries. Shipping price is calculated at checkout depending on the total weight of ordered items. If your country is not at our delivery list, please, contact us and we will check the possibility to deliver the order to you.

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

  All our parcels are insured, just notify us and we will take care of this. 

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

Items which are on pre-order will be shipped from the date that is specified on the product page. If your order contains a pre-order item and an item which is in stock, please, inform us if you want them both to be shipped together when they are both ready or we should ship the available item immediately.

 How much is freight to a place other than the US? 

     We ship to the following countries. Shipping price is calculated at checkout depending on the total weight of ordered items. You may find it out in advance if just contact us.

 What about customs in my country, is there any duty? 

     Each country has its own duty rates, but we put a low product price on the customs declaration, so there are generally no problems with duties. 

 How do I recover my password? 

     Please contact our customer service and it will respond providing you with your new password. 

Any other questions or problems, please, write us!