Find answers to common questions about shopping with Spatella. If you need help with a specific order, email service@spatella.com and include your order number.
Products
What does Spatella sell?
Spatella offers ceramic cups, bowls, tableware, and decorative pieces. The available designs and options are shown on each product page.
Does a product photo show everything included in the purchase?
Not always. Some photos show multiple styles together to illustrate a collection or styling idea. The product description, selected option, and order summary determine which item and quantity you are purchasing. Please review them before checkout.
How can I confirm a product’s size, material, or care instructions?
Check the individual product page for the information available for that item. If a detail you need is missing, email service@spatella.com before ordering. Do not assume that all ceramic products have the same care requirements.
Will the color look exactly as it does on my screen?
We aim to display products accurately, but screen settings and lighting can affect how colors appear. Please contact us before ordering if you need clarification about a particular design.
Orders and Payment
Which payment methods can I use?
The methods available for your location are displayed at checkout. Our Payment Options page explains the payment process in more detail.
How do I know my order was received?
After checkout, an order confirmation should be sent to the email address you provided. If you cannot find it, check your spam folder and then contact us with your name and the email address used at checkout.
Can I change or cancel my order?
Email service@spatella.com as soon as possible with your order number and requested change. We will confirm whether the order can still be updated or canceled. Changes may not be possible after processing or dispatch.
Shipping and Delivery
Where does Spatella ship?
The destinations currently available are shown at checkout. If your location cannot be selected, we are unable to accept an order to that address through the website at this time.
How much is shipping?
Available shipping methods and charges are displayed at checkout before you place your order.
When will my order arrive?
Your total wait includes order processing and shipping transit time. Please see our Shipping Policy for the current estimates applicable to your destination. Delivery estimates may be affected by carrier or customs delays.
Will I receive tracking information?
If tracking is available for the shipping service used, it will be included in your shipping confirmation after dispatch.
Will I have to pay customs duties or import taxes?
International orders may be subject to charges assessed by the destination country or carrier. Please review our Shipping Policy and the information shown at checkout before ordering.
Returns and Order Problems
What should I do if my ceramic item arrives damaged?
Email service@spatella.com with your order number and clear photographs of the item and packaging. Keep the item and packaging while we review the issue. Our Return & Refund Policy explains the process.
Can I return an item if I change my mind?
Eligible returns are handled under our Return & Refund Policy. Contact us before sending anything back so we can confirm the requirements and provide the correct return address.
Where should I send a return?
Do not mail a return to the business address listed on our website unless our support team specifically instructs you to do so. Email us first for return instructions.
How will an approved refund be paid?
Approved refunds are generally sent to the original payment method. The payment provider may need additional time to display the funds. See our Return & Refund Policy for the applicable process.
Privacy and Support
How can I manage marketing emails?
Use the unsubscribe link in a promotional email or contact service@spatella.com. You may still receive messages necessary to manage an order.
How can I make a privacy request?
Email service@spatella.com with the subject line “Privacy Request.” Our Privacy Policy and Your Privacy Choices page provide further information.
How do I contact Spatella?
Email service@spatella.com. Spatella is operated by HONG KONG PAK KO PORCELAIN CO., Rooms 1916–1918, 19/F, Chun Shing Factory Building, 85–89 Kwai Fuk Road, Kwai Chung, New Territories, Hong Kong.