Shipping policy
Last updated 24 March 2025
This policy explains how and when we send your order, what it costs, and what to do if something goes wrong in transit. It forms part of our Terms of Service.
Where we ship
We ship worldwide from our fulfilment partners. Orders go to the address you enter at checkout, so please check it carefully before you pay. We cannot redirect a parcel once it has left the warehouse.
Processing time
Orders are picked and packed within 1 to 2 business days. Business days are Monday to Friday, excluding public holidays. Orders placed at a weekend or on a holiday begin processing the next business day. During a sale or in the weeks before a major holiday processing can take a day or two longer, and we say so on the site when it does.
Shipping options and cost
| Destination | Service | Estimated transit | Cost |
|---|---|---|---|
| United States | Free shipping | 5 to 8 business days | Free |
| United States | Expedited shipping | 2 to 4 business days | 24.99 USD |
| Rest of world | Standard shipping | 10 to 18 business days | 19.99 USD |
Transit time is counted from dispatch, not from the moment you order, so add the processing time above for the full estimate. All prices are in United States dollars, and the exact rate for your address is shown at checkout before you pay.
Transit times are estimates given to us by our carriers. They are not guaranteed: customs inspection, weather, carrier backlogs and incorrect addresses can all add time.
Tracking
You will receive a dispatch email with a tracking number as soon as your parcel leaves the warehouse. Tracking can take up to 48 hours to show its first scan. If the dispatch email has not arrived within five business days of ordering, check your spam folder and then email us.
Packaging
Everything we sell is breakable, so every piece is inspected, wrapped and set in a moulded insert inside a second, double-walled carton. We do not use loose fill for ceramics. We use recyclable materials wherever the fragility of the piece allows it.
Split shipments
If part of your order is delayed we may send the available pieces first and the rest as soon as they are fired. You will not be charged twice for shipping, and each parcel has its own tracking number.
Duties, taxes and customs
Orders to the United States are shipped with taxes handled as shown at checkout. For other destinations your country may charge import duty, VAT or a handling fee on arrival. Those charges are set by your government, are not collected by us, and are the responsibility of the recipient. Refusing a parcel to avoid them does not entitle you to a refund of the shipping cost, and any charge the carrier passes back to us is deducted from your refund.
Incorrect or incomplete addresses
Please give a complete address including any apartment, unit or building number. If a parcel comes back to us because the address was wrong or incomplete, or because nobody collected it from the carrier, we refund the value of the goods once it is back with us and deduct the shipping cost. We are happy to send it again at the standard rate.
Damaged, lost or missing parcels
If your order arrives damaged, email us within 7 days of delivery with your order number and photographs of the piece and the outer box. We will send a replacement or refund you in full, and in almost every case you will not need to return the broken piece. Please keep the packaging until the claim is settled, because the carrier sometimes asks to see it.
If tracking has not moved for 10 business days, or shows delivered but nothing arrived, contact us and we will open an investigation with the carrier. Please allow the carrier a few days to respond before we can conclude it and settle your claim.
Changing or cancelling an order
If you need to change an address or cancel, email us as soon as possible. We can usually help before the order is picked, which is within a few hours of it being placed. Once a parcel has been dispatched we cannot recall it, and our Return and refund policy applies instead.
Contact us
Email info@ferzalon.com with your order number and we will reply within one business day.
Ferzalon is a trading name of ULIKE E-COMMERCE CO., LIMITED, Unit 903, 9/F, Cameron Commercial Centre, 458–468 Hennessy Road, Causeway Bay, Hong Kong SAR.