Frequently asked questions

Directly after your order you will receive an order confirmation from us. When your order is shipped, you will also receive a shipping confirmation and a tracking number so that you can always check the current status of your shipment.

If you don't like an article of your order, you can easily return or exchange it within 60 days.

We include a return label in the package with your order. If you want to cancel the contract, i.e. you want to return items, you can simply send the corresponding items back to us within 60 days together with the completed return label. You can find all information about returns processing here.

Here you can find more information about your right of withdrawal.

Items marked with "Back soon" are currently in production and will be available again in the next few weeks. You can register for your preferred item with your e-mail address for notification of re-availability, we will keep you up to date.
For sold out items, we can not give you exact information about the availability because the production here is delayed.

You can pay in advance, by PayPal or Credit Card (Mastercard and Visa) - we offer all payment methods in all our delivery countries. The entire payment process is encrypted and secure. Credits or chargebacks will be made using the payment method that was used for the initial payment.

Here you can find more information about the available payment methods.

Here you can find an overview of our shipping costs.

Germany, Austria, Switzerland, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Norway, United Kingdom, USA, Canada

Here you can find an overview of our shipping costs.

When shipping to non-EU countries (e.g. Switzerland), the recipient may incur customs duties. Please inform yourself about this at the responsible customs authority. Additional customs fees are not included in our shipping costs.

Please note that customs fees are per package and not per order. We try to pack the packages as efficiently as possible. However, due to weight restrictions per package, larger orders must be split into multiple packages.

The goods are checked before shipment, optimally packed and then shipped insured by DHL to the specified delivery address. If you are not available at the time of delivery, you can arrange with DHL in advance a drop-off location or delivery to a neighbor. If no one can take your package, the driver will leave a note with a new delivery date and a phone number to arrange an alternative date.

The estimated delivery time of an article is indicated on the product page. It is also noted for each article in the order confirmation that you receive from us immediately after placing your order.

Should your order not have reached you intact simply send us a mail to hello@motelamiio.com in which you tell us your order number and attach photos of the damage. We will then take care of your request as soon as possible.

For larger orders, which contain for example a set, it may happen that you receive them in several packages. (For each package you will receive a tracking after shipment).

You can return unused goods to us within 60 days. Here you will find all information about returns processing.

For the exchange to an item with the same price, we offer free reshipment for customers from Germany and Austria:

1. Pack the item well and insert the filled out return form.
2. Stamp the parcel via our free returns portal.
3. We send you the exchange article then free of shipping costs.

If you want to have another item, please return and reorder.

In some collections, such as Alcachofra and Sesimbra, fine hairline cracks are part of the glaze. These are caused by a chemical process that causes the so-called "craquelée effect". It can happen that this process starts again when the ceramic is used due to temperature differences and the hairline cracks appear afterwards. This does not affect the quality of the ceramic.

Since our ceramics are handmade, there may be variations in shape and color from batch to batch. These small irregularities make each piece unique.

You can clean your dishes in the dishwasher without hesitation. Only for the ceramics with gold rim, our vases and carafes we recommend washing by hand.

You can enter your discount code at the bottom of the shopping cart in the "Redeem vouchers" field. Please note that discount or promo codes cannot be duplicated and cannot be used on goods that have already been discounted or on the purchase of vouchers. No discount can be applied to shipping costs.

Every voucher can be redeemed in our online shop as well as in our stores.

Alternatively, you can also place an order and send us an email with the order number and photo of the voucher. We will refund you the value of the voucher immediately after checking.