Shipping Policy

Everlou products are made-to-order. Typical production includes hand-finishing and kiln-firing, which cannot be rushed without affecting quality.

Standard production time is usually 2-6 weeks from the date we have confirmed payment and received all required customization info (and proof approval if applicable).

During peak seasons (holidays, memorial dates) production may take longer. We display updated estimates on product pages or at checkout where possible.

We ship to the countries listed at checkout. If your country is not available, contact us for options.

Shipping times vary by destination, carrier capacity, weather, customs, and local delivery conditions.

Typical ranges are guidance only:

For most countries, standard shipping is included in the product price.

If your delivery address is in a remote area (including but not limited to certain islands, highlands, or hard-to-reach postcodes), an additional remote-area shipping surcharge may apply.

If a surcharge applies, we show it at checkout (or contact you before production begins if postcode-level verification is needed). If you do not accept the surcharge, we may cancel the order and refund amounts paid where production has not started.

Tracking is provided where supported by the carrier/service level.

Tracking updates may lag during handoffs or customs clearance.

UK orders: VAT is charged as shown at checkout where applicable.

EU and international orders: you may be charged VAT, duties, and/or carrier handling fees depending on your country rules and order value.

If these are not collected at checkout, they are typically collected upon delivery by the carrier/customs.

Everlou cannot predict or control these fees, and we cannot refund them if you refuse delivery.

Ceramic pieces are fragile. We pack items using protective materials designed to reduce breakage risk. Despite careful packing, damage can happen in transit.

If your package arrives damaged, take photos/video immediately before discarding packaging: outer box, labels, internal packaging, and the item.

Contact us within 48 hours of delivery with your order number and evidence.

Keep all packaging until the claim is resolved.

We assess and offer a remedy (replacement, repair, or refund) depending on the situation and carrier claim requirements.

If tracking shows "delivered" but you cannot locate the package, first check with household members/neighbors, safe places, and the local carrier depot.

Contact us promptly. We assist with a carrier investigation where possible.

If theft is suspected, you may be asked to provide a police report or written statement for carrier claims.

You are responsible for entering the correct address and contact details at checkout.

If a package is returned due to an incorrect address, refusal, or failed delivery attempts, re-shipping fees may apply.

Any customs/return fees charged to us may be deducted from any discretionary refund (if a refund is possible under the made-to-order rules).

If you order multiple items, we may ship them together or separately depending on production timing and safety.

Everlou ships the memorial product itself. We do not accept or ship cremains/ashes on your behalf unless explicitly stated as a separate service on our website (if ever offered in the future).