Can I order a custom made items?

Yes, we also make products on request. As the process of making such items is longer and more complex, we may, when we have too much other work, refuse special orders or postpone them. Please write email to info@trilukne.si about your wishes.

Do you offer a wholesale?

Yes, sometimes. As the process of making such items is longer and more complex, we may, when we have too much other work, refuse wholesale orders or postpone them. Please write email to info@trilukne.si about your wishes.

Do you make ceramics for Cafes and Restaurants?

Occasionally we are able to take on small restaurant or cafe orders. Please get in touch with any potential projects and we’ll get back to you.

How do I take care of your pottery?

We use mostly matte glazes and stoneware for our pots. Our pots are handmade and are more fragile than industrially made pottery. We recommend hand washing, avoiding the microwave and strongly staining food and drink. However, we have been using and dishwashing our own pottery for many years without any issues.

Can I visit your studio?

Yes, you can visit us. Please inform us before visit via email.

SHIPPING

Shipping is offered worldwide, EU and domestic via Pošta Slovenije service and Package sender. 

When will my order be shipped?

Your items will be packed and sent as soon as possible (within 7 working days) after you complete your order, unless notified otherwise.

When will my order arrive?

The shipping times vary depending on your country. If you are ordering from Slovenia, it usually takes 2 working days after the package is sent, to arrive at your chosen address. For orders within Europe it takes about 3-5 working days for your order to arrive, for the rest of the world, 1-2 weeks. Once your order is sent, you will receive the tracking number provided by the currier service.

Due to current Covid -19 circumstances please allow a little more time than usual for our couriers to deliver your order.

How much does the shipping cost?

Shipping costs depend on your location and the weight of the package. When you place your items in the cart and proceed to checkout, shipping cost will be automatically calculated based on these two variables.

For international shipping (out of EU) please be aware that there might be tax or customs charges. Please keep in mind that you may need to pay customs fees upon pick up of your parcel.

Do you offer free deliveries?

Currently we are not offering a free delivery option, but lookout for possible special offers that may include this option.

Can I pick up the items myself?

Yes! You can place your order online and pick it up yourself in studio Tri lukne Golavabuka 45, 2383 Šmartno pri Slovenj Gradcu, Slovenia, EU. 

ORDERS

Can I cancel my order?

If you haven’t completed your order yet, you can cancel it anytime by simply removing the selected items from your cart. If you already completed your order and want to cancel it, please send us an email to info@trilukne.si immediately! If your order hasn’t been shipped already, we will cancel your order and refund you your money. If your order has already been shipped and is on its way, you will have to wait for your order to arrive and then send it back at your cost. The return address is: Ana Haberman, Golavabuka 45, 2383 Šmartno pri Slovenj Gradcu, Slovenia, EU. We will refund your money within 2 weeks (without the shipping costs) to your account when the items return back to our studio undamaged. If the items arrive damaged, you are not eligible for refund.

My order has arrived but it is not what I expected. Can I return it?

You can return your order within 14 days from receiving it. If you want to do so, please send as an email first to info@trilukne.si and notify us about it. You will have to arrange the shipping yourself and also cover the cost yourself. The return shipping address is: Ana Haberman, Golavabuka 45, 2383 Šmartno pri Slovenj Gradcu, Slovenia, EU. We will refund your money within 2 weeks (without the shipping costs) to your account when the items return back to our studio undamaged. If the items arrive damaged, you are not eligible for refund.

I received a damaged item. What do I do?

We are very sorry to hear that! Please send us an email to info@trilukne.si and tell us all about it, the more details you provide to us, the better. Please, take a photo of your damaged item and attach it to your email. If the box, containing your item, is also damaged, please take a photo of it too and send it to us. Please, do not forget to include your order number. If that is the case we will work towards finding a better solution for shipping our products. After we receive your email, we will offer you a new item or refund your money (without the shipping costs) within 2 weeks. You won’t have to send back the item.

I received my order but the items are not the same to the ones I ordered.

Oops! It might happen that we shipped the wrong items, we are very sorry. Please, check your receipt again and check if the items on the list don’t match the ones you received. If you are sure that we’ve made a mistake, please send us an email to info@trilukne.si. Please include your order number and a photo of the received items. If you still like what you got, that is great. We will simply change our inventory and you won’t have to do a thing. If you would like to replace the items for the ones you ordered, you will have to return your item(s) back to us and place a new order. The return address is Ana Haberman, Golavabuka 45, 2383 Šmartno pri Slovenj Gradcu, Slovenia, EU. We just hope the items you wanted are still available! We will return your money when we receive the products back, but only in the case they are not damaged.

Why is the received product not identical to the one in the photograph?

Our whole collection is made by hand. While we take care that the product photograph in our online shop represents the products the best it can, certain differences are possible. If you feel that the product deviates too much from your expectations, you can tell us and return it within 14 days. We will refund the purchase price.

I received my order, but I would like to replace some items.

If you don’t like some item(s) you’ve ordered and received, you can send them back to us and place a new order. Please, send us an email to info@trilukne.si and notify us about it first. You will have to arrange the shipping yourself and also pay for it. When we receive the items back, we will return your money, but not the shipping costs. The items should be returned to Ana Haberman, Golavabuka 45, 2383 Šmartno pri Slovenj Gradcu, Slovenia, EU. If the items return to our studio damaged, you are not eligible for return.