FAQs

Product Information:

How are your products made? What materials do you use?

Our ceramic products are mostly made of stoneware clay, made with ingredients sourced locally from as close to us as possible. 

Our pieces are either wheel-thrown, slip-cast or hand-built, bisque-fired first, then glaze-fired up to 1300 degrees Celsius, to ensure maximum strength and durability. We usually make our own clays as well as glazes, with all finished products being food-safe, lead-free and dishwasher & microwave safe. Our works are subsequently wood, gas or soda fired using locally grown wood as fuel.

Do you customize products with logos or personal designs?

Yes, we customize orders to include logos for hotels, restaurants, or personal use. Simple, graphic shapes typically turn out best. Logos or text may be stamped or handwritten on the surface.The thing to note is that for every order we get, we need to make 5 to 10% more pieces. So if they have your logo on them, you are requested to purchase all the pieces that come out good. Because we cannot sell these with your logo, in our local boutiques. A minimum order for this would be 20 numbers.

What finishes are available for ceramics?

Ceramics come in a wide variety of finishes, ranging from smooth and glossy to textured and matte. We are known in the ceramic field for what we call "happy glazing" - abstract, expressive finishes that are not the normal, clean, simple aesthetic. We like the idea that there are marks of the hand, firing variations and glazes overrunning. Each glaze has its own inherent finish and character, each piece is hence unique! Please see our glaze chart for details of colours and finishes.

Do you offer custom glaze colours and treatments?

We have a wide array of glaze colours in our repertoire. If you would like us to try something not in our range, it's a long process of running trials, and we take this on only if there is a large order, for which we have received a 50% non-refundable advance.

Will each piece be exactly the same?

Due to the unique, handmade nature of ceramic products, each item will vary slightly in color, shape, and size. They will be varied, like people in a joint family, similar but not exact. We consider these variations the features that distinguish handmade ceramic tableware from mass-manufactured products. We embrace the unpredictability and variations that come from our making and firing methods.

Is your dinnerware fragile? Does it require special care?

Our high-quality ceramic dinnerware is designed for daily use and is sturdy enough to last for years with proper care. Many of our tableware pieces are developed to hold their own even in busy restaurant kitchens. We work with spas, restaurants, cafes and household customers.

Can I use your products in the dishwasher and microwave?

Yes, our ceramic products are dishwasher and microwave safe. However, items with gold luster or similar decorative elements should not be placed in the microwave, and dishwasher soaps may fade gold elements over time.

Can I put your products in the oven?

Our ceramic dinnerware can be placed in the oven for short periods at low temperatures (around 80 degrees centigrade or lower) to keep dishes warm, but shouldn't typically be used for baking. Putting most ceramic objects in a preheated oven is a recipe for disaster! It leads to cracking, what we call “thermal shock”.

Will sharp utensils damage the glaze on my dinnerware?

Not unless one scratches the glazed surface with some sharp manic thoughts!;)

Are your products lead-free?

Yes, all our ceramic tableware is lead-free. And food-safe.

What's considered "normal" variation in a product, and what's considered a defect?

Due to the handmade nature of ceramics, subtle variations in shape, weight and glaze application are considered normal and points of pride. Certain pieces may have slight cracks and ground surfaces from the firing process - these are not to be seen as defects, but to be cherished for the story they tell of their initiation through fire. We look forward to a slight crackle forming inside tea and coffee cups when we use certain glossy glazes. Again, not defects, but something to look forward to! We surely will not send you visibly cracked pieces! But if it is perfectly machine-made pieces you are looking for, we apologise, …we are not the right studio for you; you would need to go to an industrial ceramic factory.

Do you take custom orders?

Yes, we welcome custom orders with a minimum order requirement of ₹10,000. Please note that packaging and courier charges apply (typically 10% of the order value, though this may vary depending on the destination), in addition to applicable GST.

GST: At the time of mentioning this, GST for stone ware is 5% and porcelain is 18%. Whereas terracotta is exempt from GST.

How long will it take for my order to ship?

All our handmade ceramic products are made to order, therefore we hope to have items made and fired by eight weeks from the time you have confirmed the order with a 50% non-refundable advance. The timeframe also depends on the number of orders we have on hand, prior to yours.

Where do you ship?

We ship within India, as well as internationally. 

How is shipping calculated?

Shipping is calculated based on weight, dimensions, and destination. Most of our shipping is handled by BlueDart (DHL), unless you specify another agency of your choice. Kindly note that we are not responsible for damages and any other occurring issues unless shipped with BlueDart (DHL).

What materials do you use for packing?

We usually pack with either natural straw/hay, corrugated paper sheets, and foam made from recycled material; the outer cartons are recycled cardboard boxes. Incase of something very fragile or large, we would advise the client to go in for wooden or plywood crates, at an extra cost, but peace of mind!;)

We do not do individual gift-packing unless it is a “large” order.

Export packing entails non-organic material, for which we use paper-shredded-straw.

Can I include a gift note with my order?

Yes, we can include a note from you. Kindly send us a message with the details of the same, or send us artwork which we can print and add to your parcel. 

I recently placed multiple orders. Can you combine shipping?

Yes, we are able to combine your shipping. Simply get in touch to request combined shipping.

In case of large orders, could I get part of the order that is ready, delivered earlier?

Yes, we do send out part orders, subject to receipt of full payment, including packing & couriering charges, and GST.

Do you offer in-store pickup or local pickup?

Yes, you can pick up your order from our studio in Dana community in Auroville and we will waive the shipping charges. In case you are taking things in your car, for example, we could also reduce the packing material charges, at actuals.

Will I be charged for additional taxes and import duties for international orders?

We do undertake several export orders, but we do not have an export license, so we may suggest a couple of export agents operating in the area. This is at your sole liability. International orders do not attract GST, for which the export agent has to furnish the right waiver documents to us. Do note, export orders are subject to taxes and import duties imposed by customs authorities in the destination country. You are responsible for these additional charges, in consultation with the export agent.

What is your return policy?

Once the goods are dispatched by us, we do not have any return policy.

I received a defective or damaged item. Will you replace it?

Our stringent quality control almost never lets a piece go from our studio if we find it defective. Though we have a disclaimer about replacing a damaged-in-transit item, our shipments are covered by Blue Dart, subject to certain points: Upon receipt, you need to open the boxes immediately. In case of any damage, you need to email us detailed photos of the damaged goods as well as the condition the box has arrived in. It is anyways a good idea to photograph a damaged-looking carton prior to opening it. Time is of essence in this case, otherwise Blue Dart will not entertain any claims.

In case the pieces are picked up by an agency of your choice, we are not responsible for any damage.

My order is missing an item or includes an item I did not order. Can you help?

Contact us promptly if you've received an incorrect or incomplete order. We will do our best to resolve your issue quickly.

If I received an item as a gift, can I return it?

No, we do not accept returns as everything is made to order.

What's the current lead time for hospitality industry orders?

Lead times for commercial orders vary depending on the size of the order. Small orders may be ready to ship within 8 weeks, while large orders (100+ pieces) or heavily customized orders typically require more time after a 50% advance is received. The timeframe also depends on the number of orders we have on hand, prior to yours.

Can I see samples before committing to an order?

Yes, we offer samples for hospitality clients before committing to a large order. Samples would be of customised items, specially made for you, and are chargeable. If the order goes through, we absorb this cost in our subsequent order.

Is there a minimum order requirement for hospitality orders?

If some items are customised specially for you, we would need an order of a minimum of 20 pieces each (for small items). For larger items, we are happy to discuss with you.

Customised Murals and Ceramic Installations:

We are happy to take on orders for customised ceramic murals, raw-clay paintings or ceramic installations, for retail, commercial or residential spaces, for indoors or outdoors. We have a specific chapter on our website for this, kindly look up our earlier projects and revert to us.

What payment methods do you accept?

We will send you the details of your order along with our bank details. We kindly ask you to pay via a regular bank transfer.

How can I contact customer service?

You can get in touch by sending us a message on the website or email us at mandalapottery@gmail.com or call us on our landline during working hours, at +91 9443029539 or our cell  +91 88015280059