At Artisan by MF, each order is prepared with care to ensure your chosen pieces arrive safely and beautifully presented. We work with established international couriers to offer reliable and secure delivery.
Shipping Destinations & Delivery Times
We ship worldwide through trusted delivery partners, including UPS, DPD, DHL or equivalent courier services.
Our estimated delivery times are:
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Portugal & Spain: 3–5 working days.
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Portuguese & Spanish Islands: Shipments are dispatched once a week, on Fridays, with an estimated delivery time of 7–10 working days.
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European Countries: 5–7 working days.
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United States: 7–12 working days.
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Rest of the World: Up to approximately 14 working days, depending on the destination and customs procedures.
These are estimated transit times and may vary depending on the destination, courier operations, customs clearance and circumstances beyond our control.
Unless otherwise indicated, delivery estimates are calculated from the date of dispatch.
What Happens After You Place an Order?
Once your order has been successfully placed, we carefully prepare and package your selected pieces.
Orders are generally dispatched within 3 working days of purchase, unless otherwise stated on the product page or agreed for made-to-order pieces.
When your order is dispatched, you will receive an email containing your tracking number, allowing you to follow its journey.
The courier may contact you directly by email, telephone or text message with delivery updates and available delivery arrangements.
To help ensure a smooth delivery, please provide an accurate shipping address, a valid telephone number and an email address you regularly check.
Delivery Attempts & Collection Points
If the courier is unable to deliver your order, your parcel may be transferred to a nearby collection point, subject to the courier's services and local availability.
You may collect your parcel during the collection point's opening hours and within the designated holding period.
We kindly encourage you to follow your shipment through the tracking link and check your email regularly for delivery notifications, collection instructions and updates.
If your address requires clarification or correction, you may contact the courier directly to provide the necessary information, subject to the changes permitted by the courier.
If the proposed delivery arrangement is inconvenient, you may also request an alternative delivery date or collection point where the courier offers these options.
Uncollected or Returned Parcels
If a delivery is unsuccessful because the customer has provided incorrect or incomplete address information, or because the parcel has not been collected within the courier's designated holding period, the shipment may be returned to Artisan by MF.
Should you wish to have your order dispatched again, we will be happy to arrange a new delivery.
Where the failed delivery or return is attributable to the customer, additional shipping charges may apply. Any such charges will be communicated and agreed upon before a new shipment is arranged.
This does not affect your statutory consumer rights, including those applicable to cancellations, delivery failures or non-conforming goods.
Retailers & Professional Orders
For wholesale and professional orders requiring an individual shipping quotation, delivery costs are calculated according to the total weight, dimensions, volume and destination of the shipment.
You will receive the final shipping quotation in writing and, where applicable, be asked to approve and settle the charges before dispatch.
Once your order has been shipped, the appointed courier will provide tracking details and, where available, delivery scheduling options.
If the proposed delivery arrangements are unsuitable, you may contact the courier directly to request an alternative, subject to availability.
Any specific shipping, delivery or insurance conditions agreed for professional orders will be communicated before dispatch.
Damaged Items & Transport Insurance
We take particular care in protecting our creations, especially our delicate ceramics and individually hand-finished pieces.
Our shipments are arranged with transport insurance appropriate to the consignment.
Despite these precautions, occasional damage may occur during transit.
If your order arrives damaged, please contact us as soon as possible, preferably within 48 hours of delivery, by emailing info@artisanbymf.com.
To help us document the incident and process a claim with the courier, please include:
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Your order number.
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Clear photographs of the damaged item.
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Photographs of the external packaging.
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Photographs of the internal protective packaging.
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A brief description of the damage.
We kindly ask that you retain the original packaging until the matter has been reviewed, as the courier may request additional documentation or an inspection.
The 48-hour notification period is intended to facilitate courier insurance claims. It does not limit or replace your statutory consumer rights.
Where goods arrive damaged or do not conform to the contract, we will provide the appropriate remedy in accordance with applicable consumer protection legislation.
Customer remedies are not conditional upon the courier's acceptance of an insurance claim.
For professional orders, damage reporting and transport claims will be handled in accordance with the agreed commercial terms and applicable law.
Further Information
For further details, we kindly invite you to consult our Returns & Exchanges Policy and Damaged Items Policy, where you will find information concerning returns, refunds and statutory guarantees.
Should you have any questions regarding your delivery, please contact us at:
We will be happy to assist you.
Artisan by MF — Thoughtfully created, carefully delivered.
Returns, Exchanges & Damaged Items
At Artisan by MF, every piece is carefully selected, crafted, or hand-finished with the utmost attention to detail. We want you to feel confident and reassured when welcoming our creations into your home.
We understand that sometimes a piece may not be quite what you expected. Our returns policy has been designed to offer a simple, clear, and fair process while respecting the unique character and delicate nature of our collections.
1. Returns & Right of Withdrawal
In accordance with Portuguese and European consumer protection legislation, private customers making online purchases generally have 14 calendar days from the date of delivery to exercise their legal right of withdrawal, without having to provide a reason.
Where items from the same order are delivered separately, this period begins from the date the final item is received.
To request a return, simply email us at info@artisanbymf.com within the applicable 14-day period, including your order number and the item you wish to return.
Once you have notified us of your decision to withdraw from the purchase, you have an additional 14 calendar days to send the item back.
You may also exercise your right of withdrawal before your order has been delivered.
2. Return Conditions & Packaging
Our collections include delicate ceramics, natural materials, and individually hand-finished pieces. We therefore kindly ask that you take particular care when preparing your return.
To protect each creation during transportation, we recommend that you:
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Reuse the original protective packaging whenever possible, or use alternative packaging that provides an equivalent level of protection.
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Carefully secure fragile pieces to prevent movement or impact during transit.
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Include your order number and contact details.
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Choose a tracked shipping service with insurance appropriate to the value of the item.
You are, of course, welcome to examine your purchase as you would in a physical shop.
However, if an item has been handled beyond what is necessary to establish its nature, characteristics, and proper functioning, any resulting reduction in its value may be taken into account when processing your refund, in accordance with applicable legislation.
The absence of the original packaging does not, in itself, constitute grounds for refusing your legal right of withdrawal.
We kindly invite you to contact us before shipping your return so that we can provide the appropriate return instructions.
3. Refunds & Return Shipping Costs
When you validly exercise your right of withdrawal, we will refund the applicable amount paid for your purchase, including the original standard delivery costs where required by law.
If you expressly selected a delivery method more expensive than our least costly standard delivery option, the additional shipping charges will not be refunded.
The direct cost of returning an item under the legal right of withdrawal is the responsibility of the customer, unless otherwise agreed or required by applicable law.
Refunds will be processed within a maximum of 14 calendar days from the date we receive your withdrawal notification.
However, we may withhold the refund until we have received the returned goods or you have provided evidence that they have been sent back, whichever occurs first.
Refunds will be issued using the same payment method used for the original purchase, unless expressly agreed otherwise, and without additional charges.
Store credit may be offered if you prefer, but it will never replace a refund to which you are legally entitled.
4. Made-to-Order, Personalised Pieces & Pre-Orders
Some Artisan by MF creations are developed or finished specifically at the request of our customers.
Under applicable legislation, the legal 14-day right of withdrawal does not apply to goods genuinely made to the consumer's individual specifications or clearly personalised.
Where this exception applies, it will be clearly communicated before your order is confirmed.
However, we would like to clarify that an artisanal, one-of-a-kind, limited-edition, or pre-ordered piece is not automatically excluded from the right of withdrawal simply because of its unique character or availability.
The rights applicable to each purchase depend on the nature of the order and the exceptions expressly provided for by law.
These exceptions do not affect your statutory rights concerning defective, damaged, or non-conforming goods.
5. Damaged Items & Delivery Incidents
Every Artisan by MF order is carefully prepared using protective packaging suited to the nature and fragility of our creations, before being entrusted to a professional courier.
Despite our best efforts, occasional incidents may occur during transportation.
If your order arrives damaged, we kindly ask you to contact us as soon as possible, ideally within 48 hours of delivery, at info@artisanbymf.com.
To help us handle your request efficiently, please provide the following whenever possible:
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Your name and order number.
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Photographs of the damaged item.
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Photographs of the outer packaging and internal protective materials.
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A brief description of the damage.
Reporting the damage promptly allows us to document the incident and initiate the necessary procedures with the courier and its insurance provider.
The 48-hour timeframe is simply a recommendation intended to facilitate the handling of shipping incidents. It does not limit your statutory rights as a consumer in any way.
If an item arrives damaged or does not conform to the agreed description or requirements, we will review the situation and offer the remedy provided under applicable legislation. Depending on the legal conditions, this may include repair, replacement, a price reduction, or a refund.
Where the law requires the seller to cover the cost of returning or replacing a non-conforming item, no such costs will be charged to you.
We kindly ask that you retain the packaging and contact us before returning a damaged piece, so that we can arrange the most appropriate solution.
Any refund or remedy to which you are legally entitled will be processed within the timeframes established by law, regardless of whether compensation has been approved by the courier or its insurance provider.
For any item received damaged, please contact us before arranging its return. Email info@artisanbymf.com to receive the appropriate instructions. This process helps us handle your request efficiently and does not restrict your legal rights.
6. Natural Materials & Artisanal Uniqueness
The beauty of Artisan by MF creations lies in their individuality.
Our pieces may feature natural textures, irregular contours, subtle variations in colour, or finishes applied by hand.
These characteristics are an integral part of their aesthetic and reflect the craftsmanship that brings each creation to life.
Provided that an item corresponds to its description and the characteristics stated at the time of purchase, these intentional variations are not considered manufacturing defects.
Every creation has its own personality.
Naturally, this provision does not limit any of your statutory rights in cases of defects, inaccurate descriptions, or lack of conformity.
7. Professional Orders & Wholesale Purchases
Orders placed by businesses or professional buyers in the course of their commercial activities are subject to the commercial terms agreed upon at the time of purchase.
The statutory right of withdrawal applicable to consumers generally does not extend to business-to-business transactions.
Returns, cancellations, and exchanges relating to professional orders are therefore governed by the applicable written agreements, subject to any mandatory legal provisions.
For larger orders, specially commissioned creations, or exclusive collections, specific terms may be agreed upon in advance.
8. Contact Us
If you have any questions regarding a return, delivery incident, or your order, we are always happy to help.
Artisan by MF
Email: info@artisanbymf.com
Website: www.artisanbymf.com
We will be pleased to assist you and work together to find the most appropriate solution.
Thank you for supporting genuine craftsmanship, thoughtfully created objects, and the beauty of pieces unlike any other.
Artisan by MF — Imperfection with originality and personality.
Received a Damaged Item?
Please email us at info@artisanbymf.com before arranging a return.
We will provide the necessary instructions to ensure your request is handled with the greatest care, without affecting your statutory rights.