Customer Service
Returns & Refunds
How do I return an item?
If a piece turns out not to be right, we would far rather have it back than have you keep something you do not love. You have 30 days from delivery. It needs to be unused and in its original box, with the protective materials and any certificates that came with it. We refund the price of the item; the original shipping charge and the return journey are not covered. Write to us before you send anything — the steps are below, and a parcel that turns up unannounced takes us longer to sort out.
What can and cannot be returned
Eligible: items in original condition and original packaging, unused and undamaged, with all protective materials and any certificates included.
Not eligible: used, washed or displayed pieces; items returned without their original packaging; custom, commissioned or hand-painted-to-order pieces made specifically for you; gift cards; and items marked as final sale at the time of purchase.
Hand-painted decoration differs a little from one piece to the next, and the gilding with it. That is a property of the object rather than a fault, and it is not grounds for a return.
Step by step
- Notification. Please contact us before sending anything back, so we can confirm your return and give you instructions: info@lomonosov-porcelain.net · Phone / WhatsApp: +372 5805 3337
- Secure packaging. Porcelain is very fragile, so please pack the item carefully — ideally in its original box, with enough padding to prevent damage in transit. Damage caused by insufficient packaging on the return journey is not covered.
- Shipping. Send the package to our fulfillment center in Tallinn, Estonia; the full address will be confirmed when you contact us. Please note that you are responsible for the cost of return shipping, and we recommend a tracked and insured service.
- Customs paperwork. Mark the parcel clearly as a returned good and enclose a copy of your invoice, so it is not treated as a new commercial import. Parcels sent cash-on-delivery will be refused.
- Tracking. Once it is on its way, send us the tracking number — this helps us plan for the return and speeds up processing.
- Refund. After we receive and inspect the item, your refund is issued to your original payment method within 10 business days. All payments are processed via Stripe; your bank may need a further 3–10 days to post the funds.
What if my order arrives damaged or gets lost in transit?
Breakage and loss on the way to you are ours to carry, not yours, and a claim of that kind is separate from the 30-day return window above. Write to info@lomonosov-porcelain.net within 7 days of delivery and include:
- Photos of the item and the packaging
- Your order number
We’ll send a replacement or issue a full refund at no cost to you, including return shipping where a return is needed. Please keep the packaging until the claim is settled — the carrier may need to inspect it.
Can I cancel my order?
Yes — cancellation is free as long as your order hasn’t shipped yet. Email us at info@lomonosov-porcelain.net as soon as possible and we’ll cancel it before it goes out.
Exchanges
The fastest way to exchange an item is to return the original for a refund and place a new order for the piece you want, so it isn’t sold in the meantime. If you’d rather have a direct exchange, email us and we’ll arrange it where stock allows.
Shipping & Delivery
What are the delivery charges?
Shipping costs are calculated automatically at checkout based on your delivery address and the weight of your order — you’ll see the exact cost before you pay.
Cover against loss and breakage sits inside that figure rather than on top of it.
Where do you ship to?
We deliver to residential and business street addresses throughout the United States. We are unable to deliver to P.O. boxes or military APO/FPO addresses, because our parcels require a signature on delivery. If your address is unusual in any way, email us at info@lomonosov-porcelain.net before ordering and we’ll confirm what is possible.
How long will delivery take?
Once your payment is confirmed, we hand-pack your order and hand it to the carrier within 1–3 business days. You’ll receive a tracking number by email as soon as it ships.
Your order ships from Tallinn, Estonia to the United States, so transit time depends on the carrier and on U.S. customs processing. As a general guide, most orders arrive within 1–2 weeks of shipping; this can take longer around holidays or during customs peak periods.
What if my order is delayed?
If for any reason we cannot ship your order within 30 days of purchase, we will contact you by email with a revised shipping date and you may either accept the new date or cancel for a full refund, at your choice. If we don’t hear back from you, we cancel the order and refund you automatically. Backordered and made-to-order pieces are labeled as such on the product page with their expected shipping window.
How is the porcelain packed?
By hand, one piece at a time. Cups are wrapped and boxed separately, hollow forms are filled so the walls cannot flex, and the packed goods are suspended clear of the walls of the outer carton. Nothing is machine-packed and nothing is packed down to a weight target.
Keep the box until you are certain the order is right. It is also the safest thing to send a piece back in if you decide to return it.
Will I owe customs duty or import fees?
Your order ships from Estonia, so it clears U.S. customs on the way in. Any duty due, along with the carrier’s clearance fee, is billed by the carrier at delivery and is not included in the price at checkout. The rules on low-value shipments changed during 2025, so it is worth allowing for a charge. The commercial invoice travels with the parcel, so nothing waits on missing paperwork. If you would like to know the likely figure before you order, write to us and we will find it out for you.
Do I receive an invoice for my order?
Yes — an invoice is generated automatically and sent to your email address as soon as your order is placed. You can also request a copy at any time by contacting us at info@lomonosov-porcelain.net.
Payments
When is payment taken from my account?
Payment is charged immediately when you place your order. All transactions are processed securely by Stripe, Inc., and your card is charged in full at checkout — prices are shown in USD.
What payment methods do you accept?
We accept all major credit and debit cards — Visa, Mastercard, and American Express — processed via Stripe.
Card details travel straight to Stripe over an encrypted connection. They never reach our server, and the most we ever see is the card type and the last four digits.
What appears on my card statement?
Charges appear as IMPERIAL PORCELAIN HOUSE. If you don’t recognize a charge, please contact us at info@lomonosov-porcelain.net before disputing it with your bank — we can usually resolve it the same day.
What about sales tax?
Any state or local sales tax that applies to your order is calculated at checkout and shown before you pay.
What happens if a piece turns out to be unavailable?
Payment is taken at checkout, so the money has already left your account by the time we pick the order. If a piece then proves unavailable, you hear from us within one business day and that line is refunded in full — you are never left waiting on an order we cannot fill.
Cancellations, refunds after a return, and anything that arrives broken or wrong are handled under Returns & Refunds.
Care of Porcelain
Before you use a new piece
Rinse it in warm water with a little dish soap and dry it with a soft cloth. Nothing else is needed. The glaze has already been through a kiln at more than 1,300 °C (2,370 °F), which is what makes the surface non-porous and safe against food.
Can I put it in the dishwasher?
Plain white pieces without gilding can go in the dishwasher on a gentle, low-temperature cycle with a mild detergent, arranged so that pieces cannot knock against one another.
Anything decorated with gold, platinum or hand painting should be washed by hand. Dishwasher detergents are abrasive and alkaline; over repeated cycles they dull gilding and wear down overglaze painting.
Can I use it in the microwave?
Never with pieces decorated in gold or platinum. Metallic decoration reflects microwaves, sparks and is destroyed instantly — and it can damage the appliance. Undecorated white porcelain is microwave-safe.
How should I wash it by hand?
Warm water, mild dish soap and a soft sponge or cloth. Keep scouring powder, steel wool and anything abrasive away from it: they leave fine scratches in the glaze, and the scratches are what hold stains later on.
Let the water cool a little first — pouring boiling water onto cold porcelain, or plunging a hot piece into cold water, can cause thermal shock and crazing in the glaze.
How do I remove tea and coffee stains?
Make a paste of baking soda and water, apply it with a soft cloth, leave it for a few minutes and rinse. On gilded pieces rub as lightly as you can, and never use bleach or chlorine-based cleaners on gold or hand-painted decoration.
How should I store the service?
Place a paper napkin, a felt disc or a soft cloth between stacked plates so the foot ring of one plate cannot scratch the face of the next. Don’t stack cups inside one another, and stand them upright rather than resting them rim-down.
What about hand-painted and gilded pieces?
Treat the decoration as painting rather than a tableware finish: hand wash, dry immediately with a soft cloth, and keep gilded pieces away from acidic foods left standing for long periods. Handled this way, the gold stays bright for generations.
California Proposition 65 notice
⚠ WARNING: Products with decorative gold, platinum or hand-painted decoration can expose you to chemicals including lead and cadmium, which are known to the State of California to cause cancer and birth defects or other reproductive harm. For more information go to www.P65Warnings.ca.gov.
What this means in practice: the porcelain is made to food-contact standards, and on the cobalt patterns the color is sealed beneath the glaze. California sets exposure thresholds far below the federal ones and requires the warning for decorated tableware as a class, so it is posted here as a category notice, not as a test result for any one piece.
Contact Us
Anna answers these herself, usually within one business day. If you are writing about an order already placed, please include the order number; it saves a round of email.
A Florida limited liability company · Filing number L26000161671
Registered office c/o Registered Agents Inc., 7901 4th Street N, Suite 300, St. Petersburg, FL 33702, USA
Operations, fulfillment and correspondence: Pikk tn 36, 10133 Tallinn, Estonia
Phone / WhatsApp: +372 5805 3337
Email: info@lomonosov-porcelain.net
