Shipping Policy

Last updated: 20 April 2026

Here we explain how our shipping works: from the moment you place your order until the piece reaches your hands. Specific rates and delivery times by region are published in the FAQ section, as they are updated more frequently than the rest of the information. This policy covers everything else.

For general purchase conditions, warranty and returns, see our Terms of Service.

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1. Where we ship

We ship worldwide. We work with international courier and postal services, and choose the operator depending on the destination to offer the safest and most reliable shipping possible for fragile pieces.

2. Preparation time

Each piece requires a process before it leaves our studio:

• Pieces in stock: prepared and shipped within 1-3 business days from order confirmation
• Made-to-order or custom pieces: the production time is indicated on the product page or agreed with you during the order process

Preparation time is in addition to the transit time to your address.

3. Transit time

Approximate transit times by destination region are published in the FAQ section. They are estimates from the courier and are counted from the moment of pickup at our studio.

These times do not include possible customs delays or delays caused by the courier once the parcel has left our hands.

4. Shipping rates

We apply flat rates by region. Specific rates are published in the FAQ section and also shown during the purchase process before payment is confirmed.

5. Shipment tracking

All shipments are sent with a tracking number. Once we dispatch your order, you will receive an email with the tracking code and a link to check the shipment status on the courier's website.

6. Packaging

Porcelain is fragile by nature, so we take particular care with packaging:

• interior protection adapted to each piece, with cushioning materials
• sturdy outer box, sealed and marked as fragile
• if any piece requires specific reinforcement, we add it before shipping

7. Studio pickup

If you are in València, you can pick up your order free of charge at our studio at Carrer de la Reina Na Germana 7. When completing your purchase, choose the in-store pickup option; we will let you know by email when it is ready and arrange an appointment within our opening hours.

8. Customs and taxes outside the EU customs territory

For shipments destined outside the European Union, or to Spanish territories outside the EU customs territory (Canary Islands, Ceuta and Melilla), customs duties, import VAT, IGIC, IPSI or other taxes may apply according to local law. These charges:

• are payable by the recipient
• are not included in the product price or shipping costs
• are charged by the courier or customs authority at the moment of delivery

If you have questions about customs costs in your country, we recommend you consult your customs service before placing the order.

9. Shipping address

Make sure you enter a complete and correct address when placing your order, including a contact phone number for delivery.

Once the parcel has been dispatched, address changes depend on the courier and are not always possible. If the parcel cannot be delivered due to an incorrect or incomplete address, repeated absence of the recipient, or failure to collect from a post office or pickup point in time, and is returned to our studio, the cost of a new shipment is at the buyer's expense.

10. Delays and incidents

The times we indicate are courier estimates. Occasional delays may occur due to causes beyond our control (volume peaks, weather conditions, customs holds, among others).

If your order is significantly delayed beyond the expected time:

1. first check the status using your tracking link
2. if there are no updates for several days, write to us at studio@boyaporcelana.com with your order number
3. we will open an investigation with the courier and keep you informed until it is resolved

11. Lost parcels

If the courier confirms the loss of the parcel, we offer you:

• the shipping of an equivalent piece at no additional cost, provided it is available, or
• a full refund of the amount paid, including shipping costs

12. Parcels damaged in transit

If the piece arrives broken or damaged, your purchase is covered. The procedure and timeframes are detailed in section 8 of the Terms of Service.

In short: write to us within 14 days of receipt, attach photographs of the outer packaging and the damage, and we will send a new piece or refund you, as you prefer.

13. Returns

If you wish to return a piece within the 14-day withdrawal period, the full procedure is in section 8 of the Terms of Service. Remember that return shipping costs are at your expense and that the piece must be returned packaged according to the instructions we will provide when accepting the request.

14. Contact

For any questions about a current shipment or this policy:

Boya Porcelana
Email: studio@boyaporcelana.com
Phone: +34 664 29 88 68
Address: Carrer de la Reina Na Germana, 7, 46005 València, Spain