Information
Delivery & returns
This English version is provided for convenience. In case of any discrepancy, the Romanian version prevails.
Every creation is packed with care before it sets off to you. Below you’ll find answers to the most frequent questions.
How much does delivery cost and how long does it take?
We ship by courier throughout Romania, within 1–2 working days of confirmation. Transit usually takes 1–3 working days. Shipping is free for orders over 200 RON; below that, the delivery fee is 19 RON.
Do you deliver outside Romania?
Yes, to all European Union countries. The shipping cost depends on the country: you see it at checkout, once you choose the delivery country, before you pay. Your order leaves within 1–2 working days of confirmation, and transit usually takes 3–9 working days, depending on the country. Outside Romania, payment is by card only; cash on delivery is available in Romania only. There are no customs duties within the European Union. For now, the book “100 de momente vii” (100 living moments) is delivered in Romania only.
What do “In the warehouse”, “Made to order” and “Pre-order” mean?
Each product shows whether it is available and how soon it will be on its way to you, and the timeframe also appears in your bag before you place the order. “In stock” products ship within 1–2 working days, “In the warehouse” ones within a few days, and “In production” or “Made to order” ones once they are ready. With a “Pre-order” you reserve a piece before launch: we’ll email you the exact delivery date as soon as we set it. If an order contains products with different timeframes, we send it in one go, once everything is ready.
How are the ceramic products packed?
Every ceramic piece is carefully wrapped, with materials that cushion it in transit. Gift orders are beautifully packed and can include a personal message written by you.
How can I return a product?
You have 14 days from receipt to return an unused product in its original packaging. Write to us at contact@emsensa.com and we’ll explain the steps — we usually reply the same day. Returns from outside Romania have the same time limit, and you pay for the return shipping.
What if my product arrives damaged?
If a product arrives damaged, send us a photo at contact@emsensa.com within 48 hours of receipt and we’ll replace it free of charge.
Are the mugs dishwasher safe?
Yes. EMSENSA mugs are made of stoneware with a matte glaze, fired at 1,200°C — they can be washed by hand or in the dishwasher and are suitable for hot and cold drinks.
How do I pay for my order?
You can pay online by card, securely through Stripe, or cash on delivery, directly to the courier.