Frequently asked questions

Our products are manufactured in selected factories in and around Porto. These are different factories in family hands. Soon you will learn more about it and we will tell you in detail about our producers.

Due to the high firing temperature at 1,150°C, our dishes are dishwasher safe. So that you can enjoy the dishes for a long time, we recommend gentle washing with standard dishwasher tabs. We advise against the use of aggressive cleaners with citrus ingredients.

If you receive broken goods, please contact us immediately via info@portofino-ceramica.com or our contact form. It is important that you send us a picture of the defective item and how it was packed so that we can avoid this in the future. We will then take care of a replacement delivery as soon as possible.

Since this is a natural product and the reactive glazes are applied by hand, the glazes may "react" a little more on some items and a little less on others. This is not noticeable in the color tone of the dinnerware.If you hold the dinnerware up to the light, you may see dull spots there on some items. These do not affect you in any way during use and are simply a characteristic feature of the handmade.

These are small glaze cracks, which are characteristic for many of our series. These small hairline cracks are caused by the reaction of two glazes, which are also responsible for the unique color gradients, but do not represent a quality defect and do not affect you in the everyday use of our dishes. These occur sometimes more and sometimes less depending on the amount of glazes applied by hand and can change over time due to temperature fluctuations. These glazes are also referred to as "craquelure". https://de.wikipedia.org/wiki/Krakelee

This phenomenon may occur several months after production and this noise comes from the glaze. Since the stoneware can expand and contract with temperature changes, the glaze works with it. This causes the fine glaze cracks to appear so that the glaze remains elastic. These cause the cracking. This affects neither visually nor functionally and subsides more and more over time.

If you have not received an order confirmation after placing your order, please check your spam folder. Sometimes emails end up there because they are recognized as advertising. The same applies to shipping confirmations and DHL delivery information. Again, you should usually receive emails about these. If this is not the case, we ask you to also check the spam folder.

You can pay us by Paypal, credit card, Sofortüberweisung, Apple Pay and Google Pay.

Shipping within Germany is a flat rate of 5€. From an order value of 250€ we ship free of charge. The Europe-wide shipping rates can be found under shippingand returnsat the bottom of the page.

Yes, we ship all over Europe. The shipping rates can be found on the page Shippingand Returns .

The delivery time by DHL within Germany is usually 3 - 5 business days.

The delivery time for all other countries can also be found under Shipping and Returns.

We attach great importance to ensuring that all orders arrive safely and undamaged at
. In addition, we pack mainly with sustainable and biodegradable
packaging materials. We use these as often as possible.

All packages are delivered with DHL Go Green. This way we can ensure climate neutral shipping. You can find more information about this at https://www.dhl.de/de/privatkunden/kampagnenseiten/dhl-nachhaltigkeit.html

Within 30 days, you can then return the items to us in unused condition and securely packaged. It is important that the goods are packed exactly as you received them. This is the only way to guarantee that the items arrive undamaged. You can create a return label via the following linkhttps://portofino-ceramica.shipping-portal.com/rp/

For the return charge from Germany we charge a flat rate of 7€.

For the return charge from Austria we charge a flat rate of 14€.

For the return from Switzerland we charge a flat rate of 16€.

We will deduct this from the refund to you after we receive the undamaged goods. The refund will be made using the same method of payment as you previously paid to us for the item.

For all other countries, the return shipment must be organized and cleared by yourself.

In this case, please contact Phil at the following emailAdresse:phil.pollmeier@ideepo.de.