Shipping policy
Order Processing & Dispatch
We aim to dispatch all in-stock items within 2–3 working days for deliveries within Europe.
For international orders, shipping times may vary depending on the region.
Bespoke or made-to-order items require approximately 3–4 weeks for production and delivery.
📦 Packaging
Our packaging is eco-conscious, using biodegradable shipping boxes and kraft paper bags to minimize environmental impact.
🏠 Shipping & In-Store Pickup
We offer:
• Standard shipping via FedEx or CTT
• In-store pickup at our pottery studio:
AUAKE Pottery Studio
Rua da Praia da Adraga 26,
2705-059 Almoçageme, Colares, Portugal
Shipping costs follow FedEx and CTT official tariffs and are calculated automatically at checkout.
📌 Delivery & Liability
The risk of transport is transferred to the buyer once the order leaves our studio or warehouse.
Upon delivery, the buyer must:
• Inspect the packaging and product condition immediately.
• Do not accept packages that appear damaged.
• If damage is visible, refuse the package or note a reservation when signing.
• Report any issues immediately via email to: hello@auake.com
Important: If the delivery is accepted without reservation or signature, no claim can be processed for transport-related damage.
If the buyer is not the person receiving the package, they must ensure the recipient performs this check.
In case of a problem:
• Refuse the delivery.
• Indicate the damage to the courier.
• Contact our customer service on the same day.
⚠️ Claims Against the Carrier
As per legal guidelines, any damage or partial loss must be formally reported to the carrier within 3 working days (excluding holidays) from the date of delivery:
• This must be done via registered letter or formal notice stating the reason for the complaint.