FAQ
Frequently Asked Questions
Everything you need to know about Softvale ceramics, tea sets, shipping, care, and wholesale
What is Softvale?
Softvale is a handcrafted ceramic lifestyle brand specializing in hand-painted tea and coffee ware inspired by floral aesthetics, slow living philosophy, and modern Eastern design.
Are all products handmade?
Yes. Most Softvale ceramics are hand-shaped, hand-glazed, and hand-painted. Small imperfections are part of the artisanal process and make each piece unique.
Why do items look slightly different from photos?
Each piece is individually crafted. Lighting, glaze variation, kiln temperature, and brushwork naturally create slight differences.
Are Softvale products food safe?
Yes. All ceramics use food-safe materials and glazes suitable for tea, coffee, and daily beverage use.
Are your products microwave safe?
Most ceramic products are microwave safe, but items with metallic detailing (such as gold glaze) should not be microwaved.
Are your products dishwasher safe?
We recommend hand washing to preserve glaze, hand-painted details, and long-term color vibrancy.
What materials are used?
We use high-quality ceramic clay, mineral glaze, porcelain blends, and heat-resistant borosilicate glass.
Do you use toxic materials?
No. All materials are tested and compliant with international safety standards for tableware.
Do you ship internationally?
Yes, we ship worldwide to most countries using trusted logistics partners.
How long does shipping take?
International shipping typically takes 7–15 business days depending on location and customs processing.
Why does shipping sometimes take longer?
Delays may occur due to customs inspections, weather conditions, peak season demand, or local postal delays.
Can I track my order?
Yes. A tracking number is provided after shipment and can be checked via carrier websites.
Why is tracking not updating?
International tracking may take 24–72 hours to update depending on carrier systems.
What if my package is lost?
Please contact us within 10 days of expected delivery. We will investigate and provide a solution.
What if my order is damaged?
Please send photos within 7 days of receiving the item. We will arrange replacement or refund if confirmed.
Can I change my order?
If the order has not been processed, you may request changes by contacting support immediately.
Can I cancel my order?
Orders can only be canceled before processing begins.
Do you accept returns?
Yes, returns are accepted for unused items in original condition within our return window.
Who pays return shipping?
Return shipping costs are generally the responsibility of the customer unless the item is defective.
Do you offer refunds?
Yes, refunds are issued after returned items are inspected and approved.
Do you offer wholesale pricing?
Yes, we provide wholesale programs for retailers, cafés, boutiques, and online stores.
What is the minimum order for wholesale?
MOQ varies by product category. Contact us for detailed wholesale catalog information.
Do you offer customization?
Yes, selected products can be customized for wholesale partners, including branding and packaging.
Can I request private label products?
Yes, we support private label production for qualified business partners.
Are Softvale products suitable for gifting?
Yes, all collections are designed with elegant packaging suitable for gifts.
Do you offer gift wrapping?
Many products include gift-ready packaging. Additional wrapping options may be available during checkout.
Are your cups heat resistant?
Yes, ceramic and glass products are suitable for hot beverages like tea and coffee.
Can I use products for cold drinks?
Yes, all cups and glassware are suitable for cold and hot beverages.
Why does glaze sometimes feel uneven?
This is a natural result of kiln firing and handcrafted glazing techniques.
Do you restock products?
Yes, popular designs are often restocked depending on production cycles.
Do you offer discounts?
We provide seasonal promotions and subscriber-only offers through email marketing.
How can I contact support?
You can reach us at support@softvale.shop and we usually respond within 24–48 hours.
Still Need Help?
If your question is not listed above, please contact our support team. We are happy to assist with product details, order issues, wholesale inquiries, or customization requests.
Email: support@softvale.shop