Shipping & Returns
How much does shipping cost?
United Kingdom: £6 | Europe £10 | United States & Rest of the World £27 - please note rates are per item and exclude possible duties (see below).
When will my item be dispatched?
CERAMICS: Dispatch times may vary across designs — please check individual product pages. If you need something sooner than the time shown, send an email to olivia@okmason.com — sometimes I have one or two spare and ready to go!
CIGARETTE CASES & OTHER: These are dispatched in 2–3 working days.
Please note dispatch time and delivery time are separate — once your order leaves me, add on the courier's transit time (see below) before it arrives.
How is my order shipped, and how long does delivery take?
UK orders are sent via Royal Mail or DPD. US orders are sent via UPS or DPD. Estimated transit time (after dispatch) is 2-3 working days UK / 3-7 working days US.
What about duties, taxes & fees on international orders?
O.K.MASON orders are shipped from London on a Delivered Duty Unpaid (DDU) basis — meaning any import duty, tax, or handling fee charged by customs is not included in your order total and is collected by the courier on delivery.
For US customers in particular: as of 2025, the US no longer has a duty-free threshold. This means ALL shipments to the US may be charged import duty and tax on arrival, regardless of order value — this is a change in US customs policy, not something specific to O.K.MASON, and it applies to parcels from any UK or EU seller. Buyers are responsible for paying any charges applied by their local customs authority or courier.
If a parcel is refused or abandoned due to unpaid duties and is returned to me, I'm able to refund the item cost minus the original outbound shipping and any return shipping charged by the courier.
Do you accept returns / offer refunds?
All ceramic pieces are made-to-order, so I'm unable to offer refunds for a change of mind once an order has been placed (as bespoke/made-to-order items aren't covered by the standard right to cancel).
That said, if your piece arrives faulty, damaged, or not as described, you're fully covered — please email olivia@okmason.com within 48 hours of delivery with a photo of the item and the packaging, and I'll sort a replacement or refund. I want you to love what you get, so please don't hesitate to reach out if there's ever an issue.
Where is my tracking number?
Your postage tracking number will be sent to you via email once your order has been dispatched.
My tracking says delivered but I don't have it / my order seems lost
Please first check with neighbours/building reception and any safe-place notes from the courier — most "missing" parcels turn up this way. If there's genuinely no sign of it 5 working days after the "delivered" scan (or 10 working days after dispatch with no tracking movement), email olivia@okmason.com and I'll open a claim with the courier. This can take a little time to resolve on their end, but I'll get you sorted with a replacement or refund once it's confirmed lost.
I entered the wrong address — can you help?
Please email me as soon as possible after ordering and I'll do my best to update it before dispatch. Once an order has shipped, I'm unable to redirect it via the courier, so if the address you provided was incorrect, I can't cover the cost of reshipping — a new shipping charge will apply to send a replacement.