Frequently Asked Questions


My order has arrived, but I am missing something, what can I do?

If you didn’t receive your entire order, it may have been sent in several parcels. Allow up to 5 days after placing your order and if you have still not received your full order, please contact

My order has arrived damaged or is faulty. Can you help?

Of course, please contact as soon as possible.

I have placed an order but haven’t received a confirmation email. Where is it?

We always send an order confirmation email so please make sure to also check your spam folder. Should the email still be missing, please

I would like to cancel my order. How can I do that?

If you would like to cancel your order, email us at with your order number as soon as possible. Please note we can only cancel orders
that have not been dispatched yet. If your order is already on its way to you, you will need to follow the returns process.

Can I add a gift note to my order?

Yes. You can find this option at checkout.

Do you offer gift wrapping?

No, unfortunately, at this time we are unable to offer gift wrapping.


What about customs charges?

The customer is responsible for paying any duties and taxes associated with the order's shipping country.

Where do you ship to?

We ship internationally. If you don’t find your country in the shipping list, please contact us at

When will my order be dispatched?

Orders are usually dispatched within 24 hours of receipt from Monday to Friday unless otherwise stated on the product page.

How long will it take for my order to arrive once dispatched?

Orders can take 2-3 days to arrive anywhere in Ireland and 3-5 days internationally. Please note that customs can delay the arrival of your order.

I think my order has been lost. What do I do?

If you haven't received your order and the tracking information hasn't been updated since dispatch, please contact us at


What is your returns policy?

You can request a return within 14 days from receipt of the package. All you need to do is contact . The customer is responsible for
paying the return shipping cost.

Can I exchange a product?

To exchange a product, you can return it and place a new order.

How do I return an order?

To return an order, please contact

How long will it take for my refund to come through?

Please note that refunds can take 5 – 10 working days to show on your account. If you still haven’t received your refund past this timeframe, please

Will I be refunded for shipping when I return my order?

We will only refund shipping if your order was damaged in transit, is faulty or was returned to us due to failed delivery attempts, and you have chosen not to have
it delivered back to you or receive a replacement. We will not refund shipping if you are returning your order for any other reason.

What happens if my order is damaged or lost upon return?

Please note that the customer is responsible for the safe return of the product. We are therefore not liable for any damaged or lost returns. We strongly
recommend using a trackable shipping service.


Does Acquerello make all its products?

Yes, at Acquerello we do make all our products. They are designed by our founder Annie Dunne and slowly made by hand by dedicated artisans from Portugal
preserving centuries-old craft traditions.

Where are the Acquerello products made?

All our products are handmade by expert artisans based in Portugal

Are your products hand painted?

Yes, all our ceramics are slowly hand painted and support the craft and livelihood of people following centuries-old traditions.

If a product I would like to order is currently out of stock, will it become available again?

This varies depending on the product. But we do normally mark products that won’t come back in stock as “Limited Edition”. For any additional questions,
please contact us at

How do I know if a product is dishwasher safe?

All our ceramics are dishwasher safe. Every item is made to last, and care is extremely important too, so we always specify care instructions on the product page of every
item. For any additional questions, please contact us at

I have a specific question about a product. Can you help?

We can! Please contact us at

Can you make personalised items?

Yes, we can make personalised items. Please contact us at


I am an interior designer; can I open a trade account?

Absolutely! You can open your own Acquerello trade account, please email

Do you offer a trade discount?

Yes, please email

Interior Design & Styling

Do you offer interior design and home styling advice services?

Yes, we offer interior design and home styling advice and we’re always happy to answer questions on an individual basis. Please reach out to us via email at .

You can also find inspiration for all things home, decor and entertaining by signing up to or newsletter and following or Instagram

What is a Tablescape?

A tablescape is a setting that transforms ordinary dining into an immersive aesthetic experience. This term refers to the artistic arrangement of table ceramics,
decorations, centrepieces, linens, and accessories to create a specific mood or theme. Tablescaping pays attention to the finest details from seating arrangements to
napkin folds. Each element is thoughtfully curated to engage not just the sense of sight, but the overall dining experience.