FAQs

Yes, all Gmundner ceramic pieces are dishwasher safe. For optimal care and to preserve the beautiful hand-painted designs, we recommend washing at a maximum temperature of 50°C.

Absolutely! Gmundner ceramic is microwave safe. We recommend ensuring your pottery is completely dry after washing before placing it in the microwave, as residual moisture can cause it to heat up excessively.

Minor colour variations are a hallmark of genuine Gmundner ceramic. Since each piece is individually handcrafted and hand-painted by our master artisans in Austria, these subtle differences are a testament to the unique, artisanal nature of your pottery. It's what makes every Gmundner piece truly one-of-a-kind!

Easy Browse and secure shipping directly to your Canadian address.

Cup Form: This is our traditional, original, and more straightforward form, following time-honoured methods. Plates in the Cup form typically do not have a rim (or "flag"). It's a timeless, functional, and versatile design that mixes well with various styles.

Gourmet Form: The Gourmet form features thinner walls, resulting in a lighter weight. Plates in the Gourmet collection have an elegant, wide rim ("flag") and a more minimalist design.

Tracking the status of your order is easy. Once your order has been processed and shipped, you will receive a confirmation email containing a unique tracking number. You can use this tracking number on our website or the carrier's website to monitor the real-time status and location of your package.

We understand that circumstances may change. If you need to modify or cancel your order, please contact our customer support team at shop@gmundner.ca as soon as possible. We will do our best to accommodate your request, but please note that orders are processed quickly to ensure prompt delivery.

We offer a variety of convenient payment methods to make your shopping experience seamless. Accepted payment methods include major credit cards.

Yes, you are welcome to place an order as a guest. However, creating a customer account allows for easier order tracking, faster checkout on future purchases, and access to your order history.

Please ensure you are using the correct email address and password. If you have forgotten your password, you can use the "Forgot Password" link on the login page to reset it. If you continue to experience issues, please contact our Canadian customer service team via email at shop@gmundner.ca.

Once logged into your account, you can update your contact information, shipping addresses, and billing details in the "My Account" section.

We take great care in packaging our ceramics for safe transit to Canada, but occasionally damage can occur. If your order arrives broken or damaged, please contact our customer service team within 48 hours of delivery. Please provide your order number and clear photos of the damaged items and packaging. We will assist you with a replacement or refund.

Please refer to our dedicated Returns Policy page for detailed instructions on how to return an item and our refund process.

If you are located outside of Canada and your country is not listed, please contact us directly at shop@gmundner.ca. We will do our best to assist you with your order.

Yes, Gmundner Keramik proudly ships our beautiful ceramics to all provinces and territories across Canada.

The exact shipping costs are calculated based on the destination and the weight of the items in the customer's shopping cart. Customers can view the shipping costs during the checkout process before completing their purchase. We offer free shipping on orders over $300.

In-stock items: Generally, in-stock items will be delivered within 5 to 10 business days.

Out-of-stock items: For items that are not currently in stock, as they are handcrafted upon order, delivery may take between 12 to 16 business days for the pieces to be ready for shipment.

Special custom orders: Any special custom-made pieces are lovingly handcrafted specifically for you and may require a delivery time of 4 to 6 weeks.

Please note that these are estimated delivery times to Canada, and actual delivery may vary depending on your location and customs processing.

Unfortunately, we are unable to deliver to P.O. Boxes or parcel lockers. We require a physical street address for all deliveries to ensure secure and timely receipt of your order.

We accept major credit cards (Visa, MasterCard, American Express) and other popular online payment methods, e.g., Apple Pay, Google Pay, Shop Pay.

Eligibility: You may return or exchange most new, unused items in their original packaging, with all tags and protective materials intact, within 14 days of the delivery date.

Exclusions:

• Items that have been used, washed, damaged after delivery, or are not in their original condition.
• Items not in their original Gmundner ceramic packaging.
• Special custom-made or personalized orders (unless defective or damaged upon arrival – see Damaged or Defective Items upon Arrival).
• Gift cards are non-refundable.
• Clearance or final sale items are not eligible for return or exchange.

Proof of Purchase: All returns and exchanges must be accompanied by the original order confirmation or proof of purchase.

To initiate a return or exchange, please contact our Canadian Customer Service team within the 14-day return window: Email: shop@gmundner.ca

Please provide your order number, the item(s) you wish to return, and the reason for the return. For damaged or defective items, please also provide clear photographs (see Damaged or Defective Items upon Arrival).

Our team will provide you with a Return Merchandise Authorization (RMA) number and detailed instructions on how to send your item(s) back. Please do not send items back without an RMA number, as this may delay processing

We take great care in packaging our ceramics, but in the rare event that your Gmundner ceramic item arrives damaged or is defective, please contact our Customer Service team immediately, within 48 hours of receiving your delivery.

To help us process your claim efficiently, please provide:

• Your order number.
• A description of the damage or defect.
• Clear photographs of the damaged item(s) and the original packaging (inside and outside of the shipping box).

Gmundner Keramik Canada will cover the return shipping costs for genuinely damaged or defective items and will arrange for a replacement or a full refund, at our discretion. We may require the damaged item to be returned for inspection.

Return Shipping Costs (Non-Damaged/Non-Defective): Unless the item is defective or was damaged during shipping (as per Damaged or Defective Items upon Arrival), the customer is responsible for all return shipping costs.

Packaging: Please package your return securely, ideally in its original Gmundner ceramic packaging, to prevent damage during transit. We highly recommend using a trackable shipping method and purchasing shipping insurance for your return, as Gmundner Keramik Canada is not responsible for items lost or damaged during return shipping.

Return Address: Our customer service team will provide the correct return shipping address in Calgary, AB, along with your RMA number.

Once your return is received and inspected by Gmundner Keramik Canada, we will send you an email notification to confirm receipt and inform you of the approval or rejection of your refund.

If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days, depending on your financial institution.

Original shipping charges are non-refundable, except in cases where the return is due to an error on our part (e.g., incorrect item shipped) or if the item arrived damaged/defective.

If you wish to exchange an item for a different pattern or product, please follow the return process (Initiating a Return or Exchange) for the original item and then place a new order for the desired item on our Website.

If the exchange is due to a defect or damage from shipping, please follow Damaged or Defective Items upon Arrival.

Absolutely! We offer competitive wholesale pricing for customers interested in purchasing our products in larger quantities. Our wholesale pricing is tiered, meaning that the more units you order, the lower the per-unit cost. To inquire about our wholesale pricing and terms, please contact our dedicated wholesale team.

Our wholesale program has minimum order quantity requirements to ensure you receive the best possible pricing and to streamline the fulfillment process. The minimum order quantities vary depending on the product. For detailed information on minimum order quantities, product availability, and bulk pricing, please get in touch with our wholesale team.

Redeeming a gift card is a straightforward process. During the checkout process, there will be an option to enter your gift card / discount code. Simply input the unique code found on your gift card, and the corresponding value will be applied to your total purchase.

Our gift cards typically do not have an expiration date. We want recipients to have the flexibility to use their gift cards at their convenience.