Frequently Asked Questions

We are confident you will love your products from Far & Away. We have listed a list of questions that may help you with any issues that may arise.

In the case that your question is not answered below, feel free to shoot us a message through our contact form and we will get back to you within 24 hours. 

 

Products

 

1. Can I use your ceramics in my dishwasher?

Yes, our ceramics are 100% microwave, dishwasher, and oven safe up to 220 C/428 F. 

2. Will your plates fit in my dishwasher?

The height of the rim of our plates are 2 cm (3/4in). They should fit in most dishwashers in the bottom rack. To be 100% certain, you should measure the width of the slots in your dishwasher.

3. Do your ceramics scratch easily?

No, our ceramics are designed to be durable and long-lasting. All matte ceramics are susceptible to temporary marks of metal residue left behind by cutlery after heavy use. This is due matte glazes being less smooth than glossy glazes, causing more friction on the surface. And also due to lower quality cutlery having not enough hardness to withstand the friction.

The superficial marks can be removed easily with a gentle cleanser such as Barkeeper's Friends, or a baking soda and water mixture. Use a mild abrasive sponge and scrub off the marks with ease.

We recommend upgrading to our cutlery sets if you find yours are marking on the first uses.

4. Do your ceramics contain any lead or heavy metals?  

No. Our Ceramics are 100% free of lead and other harmful metals and chemicals.

 

Shipping

 

1. Where do you ship?

Currently, we ship to the European Union, United Kingdom, and Switzerland.

2. How long does shipping take?

It typically takes between 2-5 business days for you to receive your order.

3. How does Brexit affect delivery?

For our customers in the United Kingdom, we've been extra working hard to resolve the issues caused by Brexit. We've manage to set up a fulfillment centre to ensure the best purchasing experience going forward. This means no import duties and additional VAT, it's like you are purchasing from a UK business.

4. Will I be charged any VAT, duty, or import taxes?

For customers in the European Union and United Kingdom. We ship from local warehouses so our customers will not be liable for any duties or taxes. For customers from other countries, you may be subject to additional duties or taxes upon receiving the product - we are not responsible for these charges.

5. What if my products are damaged upon arrival?

We want you to be 100% satisfied with your Far & Away products. If anything in your order arrives damaged, drop us a line via our contact form and we will send you replacements free of charge. 

 

Returns & Exchanges 

 

1. What is your return policy? How do I return my products?

We will happily accept returns within 30 days of receiving your product. Reach out via our contact form to submit a request.

2. Are return shipping costs covered?

We do not cover return shipping for non-defective products. You may return your order via your own choice of courier or reach out to us for a return label. If you reach out to us, the cost of the return shipping will be deducted from your refund total. Please ensure the products are packed securely as damaged pieces will be deducted from your refund total.

3. I would like to exchange my product for something else.

You can submit an exchange request via our contact form within 30 days of receiving your product. Return shipping is not covered but shipping cost to send your new products will be. You may return your original order via your own choice of courier or reach out to us for a return label. Please ensure the products are packed securely as damaged pieces will void your exchange request.

4. I purchased something with a risk-free guarantee. How can I return it?

If you are unhappy with an item you purchased with a risk-free guarantee, please reach out via our contact form within the allocated time frame. We will generate a return label for you free of charge.