Frequently Asked Questions

Our Products

Are your products dishwasher safe?
Yes, all our ceramic tableware is dishwasher safe. However, hand washing is recommended to preserve the detailed hand-decorated designs and patterns for longer. Our non-ceramic items, such as those made from enamel, melamine, or wood, should be hand washed only. Please refer to the specific product’s care instructions on our website, aplombgoods.com.

Are your products microwave safe?
All our ceramic tableware is microwave safe. The metal elements on some of our enamelware products mean they are not suitable for microwave use. For detailed care instructions for a specific product, please visit aplombgoods.com.

Are your products freezer safe?
Our ceramic tableware is freezer safe. We recommend following standard freezing guidelines, such as allowing hot food to cool completely before freezing and avoiding placing a frozen dish directly into a hot oven.

Are your products oven safe?
Our stoneware and terracotta items are oven safe. We recommend avoiding subjecting them to extreme temperature changes, such as placing a cold dish directly into a hot oven. Our fine bone china and earthenware are not recommended for oven use.

Are your products food safe and lead free?
Absolutely. All our glazes and decorations are fully food safe and lead free, complying with all UK and EU safety standards.

Are your products suitable for use with children?
Yes, we have a wonderful range of products specifically designed for children. All our children’s products are made from highly durable materials and are decorated with non-toxic, lead-free glazes. These products are designed to be robust for everyday use.

Do you sell spare parts, for example, lids or tea pot lids?
We do not typically sell individual spare parts like lids separately. We recommend checking the product listings on aplombgoods.com to see if a complete item is available.

Do your products come boxed?
Many of our products, especially our mugs and gifts, come in attractive boxes, making them perfect for presents. If you are purchasing an item as a gift, you can find specific packaging information on the product page at aplombgoods.com.

Returns & Complaints

What is your returns policy?
We want you to be delighted with your purchase. If you are not entirely happy, you can return any unused item in its original packaging within 30 days of receipt for a full refund or exchange. This does not affect your statutory rights. For full details on how to return an item, please visit aplombgoods.com.

What do I do if I receive a faulty item?
In the unlikely event that you receive a faulty item, please accept our apologies. We will be happy to replace it or offer a full refund. Please contact us via the form on aplombgoods.com within 30 days of receipt, providing your order number and details of the fault.

My product has broken/failed, what should I do?
We are sorry to hear that your product has broken. The appropriate course of action will depend on the nature of the failure and how long you have had the item. Please get in touch with our team via aplombgoods.com, providing your order number and a description of what has happened, and we will gladly advise you.

Ordering & Delivery

How much is delivery?
Our delivery charges vary depending on the size and value of your order, as well as the delivery destination. All delivery costs will be clearly shown during the checkout process before you confirm your order.

When will my order arrive?
We aim to process and dispatch all orders within a set number of working days. Once your order has been dispatched, you will receive a confirmation email. For the most current information on our delivery timelines and services, please see the delivery information section on aplombgoods.com.

Can I change my order once it’s been placed?
We start processing orders very quickly to ensure a fast dispatch. Therefore, we are unable to amend or add items to an order once it has been placed. If you need to change your order, please contact us immediately via aplombgoods.com, and we will try our best to help, though we cannot guarantee that changes will be possible.

Do you deliver outside of the UK?
Yes, we deliver to many international destinations. Delivery charges and timescales will vary. You can select your country at the checkout to see the available delivery options and costs.

My order hasn’t arrived, what should I do?
If your order has not arrived within the expected delivery timeframe, please first check your email for a dispatch confirmation and any tracking information. If you are still unable to locate your order, please contact us via aplombgoods.com with your order number, and we will investigate it for you.

My order has arrived damaged, what should I do?
We are very sorry if your order has arrived damaged. Please contact us within 14 days of receipt via the form on aplombgoods.com. Provide your order number and, if possible, a photograph of the damaged item and its packaging. This will help us resolve the issue for you as quickly as possible.

How do I use a discount code?
You can enter your valid discount code in the ‘Promo Code’ box during the checkout process on our website. Click ‘Apply’ and the discount will be deducted from your order total before you proceed to payment.

My discount code isn’t working, what should I do?
Please double-check that you have entered the code correctly, without any spaces. Also, ensure that the items in your shopping basket meet the terms and conditions of the promotional code (e.g., minimum spend, applicable product lines). If it still isn’t working, please contact us via aplombgoods.com.

Product Care

How should I care for my Mason Cash product?
For ceramic items, we recommend hand washing with a gentle detergent to maintain the beauty of the hand-finished decorations. While they are dishwasher safe, hand washing will prolong their life. Avoid extreme and sudden temperature changes. For specific care instructions for other materials, please refer to the product information on aplombgoods.com.

Why has the colour of my glaze changed?
Some of our glazes, particularly our classic cream colour, are porous and are designed to develop a gentle patina and subtle colour changes over time with use. This is a natural characteristic of the product and is not a fault. It adds to the unique charm and story of your item.

Why has the pattern on my item faded or worn?
Over time, and particularly with frequent dishwasher use, the patterns on hand-decorated items can gradually fade. This is a normal part of the product’s ageing process and reflects its honest, hand-crafted nature. To best preserve the pattern, we recommend hand washing your items.

My item has a rough patch on the base, is this normal?
Yes, this is perfectly normal. Many of our ceramic items have unglazed bases, which can feel rough to the touch. This is a traditional feature of pottery manufacture and ensures the item does not stick to the kiln shelf during firing. It is not a fault.