FAQ
Frequently Asked Questions
Here you will find answers to questions about ordering, production, shipping, delivery times, customs, personalization, and the currently available delivery countries at Mano et Arte.
Many products at Mano et Arte are only created after your order. This allows me to offer a wide selection of designs without holding unnecessarily large inventories – and to organize production as close as possible to your delivery address.
Which countries does Mano et Arte currently ship to?
I currently ship to the following countries:
Germany
Free standard shipping
France
Free international standard shipping
United States & Canada
Free standard shipping
Australia, Japan & New Zealand
Standard shipping: €19.95
You will see which delivery options are actually available for your address at the latest during checkout.
The list of delivery countries may change due to logistical, tax, or legal requirements.
Why doesn't Mano et Arte ship to all EU countries?
Cross-border shipping within Europe is now associated with extensive legal requirements.
Since August 12, 2026, the new European Packaging Regulation PPWR – Packaging and Packaging Waste Regulation has been in effect. Among other things, it regulates extended producer responsibility for packaging.
When selling directly to consumers in other EU member states, this can lead to registration, reporting, participation, and representation obligations in the respective country of delivery.
For a small independent shop, these requirements can cause significant administrative and financial effort depending on the country.
Therefore, I currently deliberately only ship to selected countries for which legally secure and economically viable processing is possible.
The restriction therefore has nothing to do with not wanting to supply customers from other countries. Rather, it helps me to offer my products responsibly and in compliance with the applicable regulations.
I regularly review my shipping areas and may reactivate other countries in the future.
Why is France currently the only other EU delivery country?
I do not generally enable shipping areas for the entire European Union.
I individually review each delivery country regarding packaging law, extended producer responsibility, tax requirements, shipping options, and economic feasibility.
Therefore, the number of available EU countries may change over time.
The country selection available at checkout is always authoritative.
How long does it take to produce my order?
Most products are made individually after your order is received.
Production time is usually 2–5 business days.
Often, production is completed earlier. However, it may take a little longer during periods of high demand, for personalized products, or under special production conditions.
The subsequent shipping time begins only after production is completed and the order has been handed over to the shipping service provider.
How long does shipping take?
After production is complete, the following estimated shipping times currently apply:
Germany: approx. 1–3 business days
France: approx. 3–5 business days
USA & Canada: approx. 3–5 business days
Australia, Japan & New Zealand: approx. 3–5 business days
This results in approximately, including typical production time:
Germany: approx. 3–8 business days
International deliveries: approx. 5–10 business days
These are estimated timeframes and not guaranteed delivery dates.
Holidays, exceptionally high shipping volumes, weather events, customs clearance, or other circumstances beyond my control may delay delivery.
Is shipping free?
I currently offer free standard shipping for the following delivery areas:
Germany
France
USA
Canada
For deliveries to:
Australia
Japan
New Zealand
I currently charge €19.95 shipping costs.
The final shipping price will be displayed to you in the checkout before completing your order.
What does DDP mean?
DDP means "Delivered Duty Paid".
With a DDP shipment, the customs duties and import taxes due for import are already processed as part of the shipping process.
The recipient is therefore usually not asked to pay corresponding customs fees again upon delivery.
This makes international orders more transparent and avoids unpleasant surprises upon delivery.
Which delivery countries are shipped DDP?
For the economy shipping methods I use, DDP currently applies particularly to:
European Union
USA
Canada
Australia
New Zealand
For the shipping areas currently offered by Mano et Arte, this means in particular:
France – DDP
USA – DDP
Canada – DDP
Australia – DDP
New Zealand – DDP
Within Germany, it is an intra-German delivery anyway, so no import duties arise.
Does DDP also apply to Japan?
No.
Japan is currently not among the delivery areas for which DDP is generally assured with the economy shipping method used.
If your order is produced and shipped locally in Japan, typically no classic import duties will arise.
However, if the goods are imported internationally into Japan, additional taxes, customs duties, or import fees may apply depending on the value of the goods, production location, and Japanese import regulations.
These may have to be borne by the recipient.
Where are the products made?
I work with an international production network.
I arrange for your order to be produced as close as possible to your delivery address.
This helps to shorten transport routes, reduce delivery times, and avoid unnecessary international transport.
The specific production location depends, among other things, on the product, the delivery address, production capacity, and current availability.
For example, a product for a customer in the USA might be produced in North America, while the same design for a German customer would be made within Europe.
Does local production mean my order will always be made in the country of delivery?
No.
I prefer production to be as local as possible, but I cannot guarantee a specific production location.
Availability, product type, production capacity, or technical requirements may lead to an order being manufactured in another country and then shipped internationally.
Can multiple items be delivered separately?
Yes.
If you order different products, they may be manufactured at different production sites.
This means your order may arrive in multiple packages and possibly on different days.
You will not incur any additional shipping costs beyond those stated at checkout.
Do I receive tracking?
Once your order has been shipped, you will receive a shipping confirmation.
If available for the respective shipping method, this will include:
the shipping service provider
the tracking number
a link to tracking
the estimated delivery period
Please note that it may take a few hours after a tracking number is created for the first tracking information to appear with the shipping service provider.
My shipment is not moving in tracking. Is it lost?
Not necessarily.
Shipments are not rescanned at every station. Especially for international transports, several days can pass between two tracking events.
Even a tracking number that has already been created does not always mean that the package has already been recorded in the first distribution center.
Should the shipping status not change for an unusually long period, please contact me. I will gladly check the shipment for you.
Are the products in stock?
Most products are made only after your order is received.
This production principle allows me to offer a large selection of designs and product variants without having to produce extensive inventories.
It also reduces the risk of finished goods remaining unsold.
Can I still change my delivery address after ordering?
Please check your delivery address carefully before completing your order.
Since orders are often sent to production shortly after receipt, changes may not be possible afterward.
If you notice an error, please contact me as soon as possible.
After production has started or after shipping, I cannot guarantee a change of delivery address.
What happens if my address is incorrect or incomplete?
If a shipment cannot be delivered due to an incorrect or incomplete delivery address, please contact me.
Whether redelivery is possible depends on the shipping service provider and the current status of the shipment.
Especially for international orders, please pay attention to:
full name
street and house number
postal code and city
if applicable, apartment, building, or additional details
What happens if my item arrives damaged?
Although ceramics are well-packed, even the most beautiful mug unfortunately doesn't have an unbreakable superpower.
If your order arrives damaged, please contact me as soon as possible.
Please send me 3–4 meaningful photos if possible:
of the damaged item
of the damaged area
of the packaging
if applicable, of the shipping label
This will allow me to quickly assess the damage and arrange a suitable solution.
A return of the damaged item is usually not necessary.
If a replacement is needed, I will arrange for new production as quickly as possible.
Can I personalize a mug?
Yes.
For selected items, you can customize names, texts, years, or other designated design elements individually.
For these products, you will find a corresponding note or a personalization function on the product page.
How does personalization work?
For a personalizable product, you open the designated design area.
Depending on the item, the following elements can be customized, for example:
Text
Name
Year
Font
Text color
Position
A preview helps you to check the design before purchase.
Please check spelling, names, and years carefully, as the product will then be manufactured according to your input.
Is every design available on every mug shape?
No.
Not every illustration is equally suitable for every product shape.
A broad landscape, for example, requires a different image composition than a small botanical motif or a delicate one-line drawing.
Therefore, for each design, I individually decide which product best showcases the design.
Are the ceramic mugs dishwasher safe?
Most ceramic mugs are dishwasher and microwave safe.
However, for the longest possible color brilliance, I still recommend a gentle dishwashing program or hand washing.
The applicable care instructions can also be found directly in the product description.
How do I care for enamel mugs?
Enamel mugs should preferably be cleaned by hand with a soft sponge and mild detergent.
Please do not use abrasive cleaning agents.
Enamel mugs are not microwave safe, as they are made of metal.
The metal rim can also get hot with hot drinks.
Why can the colors of my product deviate slightly from the screen display?
Screens display colors differently.
Brightness, color profile, display type, and personal device settings can influence the display.
In addition, there are differences between ceramic, porcelain, enamel, and paper.
Especially with watercolor motifs and fine color gradients, slight deviations between the screen display and the finished product are therefore possible.
Why does a watercolor motif not look perfectly even everywhere?
Many Mano et Arte motifs are deliberately inspired by the effect of traditional watercolor painting.
Color gradients, transparent areas, slight irregularities, and visible textures are part of the character of this design and are not a printing error.
The motif is not intended to look like a sterile vector graphic but to retain its hand-painted character.
Can the list of delivery countries change?
Yes.
Shipping possibilities do not only depend on whether a package can technically be sent to a country.
The following factors also play a role:
Packaging and environmental law
Extended Producer Responsibility (EPR)
Tax requirements
Customs and import regulations
Product regulations
Available production sites
Shipping costs
Reliable shipping options
Therefore, I regularly review my delivery areas.
A currently unavailable country may be added again later – and conversely, legal changes may lead to a delivery area having to be temporarily restricted.
What is the PPWR?
The Packaging and Packaging Waste Regulation (PPWR) is the new EU regulation on packaging and packaging waste.
It has been in force since August 12, 2026, and aims, among other things, to reduce packaging waste, improve recycling, and harmonize the responsibilities of companies that place packaging on the market across the EU.
For online retailers, the regulations on Extended Producer Responsibility (EPR) are particularly relevant.
Cross-border direct sales can therefore create obligations in the respective EU country of delivery.
These regulations are one of the reasons why I currently consciously work with a limited number of delivery countries.
Does this mean that Mano et Arte can deliver to more countries in the future?
Yes.
I continuously monitor legal and logistical developments.
As soon as the legal requirements and economically viable processing can be guaranteed for additional countries, I can reactivate further shipping areas.
After all, art knows no borders – but packaging law, unfortunately, does.
How can I contact Mano et Arte?
If you have any questions about a product, your order, a delivery, or personalization, please feel free to contact me.
Mano et Arte – Görgen J Manns
Messingstr. 8
38642 Goslar
Germany
Email: kontakt@manoetarte.com
Phone: +49 177 7172300
I will answer your inquiry personally.
