FAQs & Contact

  • Are your products handmade?

    Yes! Our pieces are handmade in Italy by artisans. Each item is unique—slight variations in color, glazing, brush strokes, shape, or tiny surface marks can occur. These small visual irregularities are normal and part of the charm, not defects.

    Will my item look exactly like the photo?

    We do our best with accurate photos, but because each piece is handcrafted, minor variations are expected (and celebrated!).

  • General care (ceramics):

    • Handwash recommended to keep the glaze beautiful longer.
    • Avoid abrasive sponges and harsh detergents.
    • Sudden temperature shocks (freezer → oven, etc.) can cause cracks—let the item cool/heat gradually.

    Glassware: Handwash recommended; avoid thermal shock.

    Always follow specific instructions shown on each product page if they differ from the above.

  • What’s your return window?

    You have 14 days after delivery to request a return.

    What condition must items be in?

    Items must be unused, with tags, and in their original packaging, in the same condition you received them. Keep your receipt/proof of purchase.

    How do I start a return?

    Log in to your customer account and request the return from there.

    Items sent back without an approved request won’t be accepted.

    Packing checklist (important):

    • Pack the item in its original packaging.
    • Slip in the original order form and include a copy of your invoice.
    • Affix the return label you received and remove/cover any old labels.

  • We don’t process exchanges. The fastest way: return your item, then place a new order.

  • My item arrived damaged/incorrect—what now?

    Inspect your order on arrival and email us immediately at eshop@bigmammagroup.com with photos and your order number. We’ll make it right.

    (Note: normal handmade variations aren’t considered defects.)

  • How are refunds processed?

    Once we receive and inspect your return, we’ll confirm approval. If approved, we refund to your original payment method within 10 business days (your bank may take extra time).

    Are there any fees?

    👉 A fixed return fee of €12 will be deducted from your refund, and the original shipping costs are non-refundable.

    Haven’t seen your refund?

    If it’s been more than 15 business days since approval, contact us at eshop@bigmammagroup.com.

Need help with anything else?

Say ciao at eshop@bigmammagroup.com. We answer within 2-5 business days.