Frequently asqued questions

If you have any problem or questions about our products or the online store, please contact us at hello@tanata.es

If you cannot find the answer you need here or you have any problem or question about our products and the online store, please contact us at hello@tanata.es

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PAYMENT METHODS
You can pay directly by card (through the Redsys security system), by Paypal or by transfer (by writing to hello@tanata.es in this case)
I DO NOT HAVE CONFIRMATION OF MY ORDER
Check your Spam or promotions folder if you have already placed your order. You may not be seeing our communications because they reach the Junk folder.
SHIPPING
Shipping costs to the peninsula are always free for orders over € 70. We ship with MRW and MBE. At the time of shipment you will receive an email with the tracking data. Make sure that the information you give us for delivery is correct and if the recipient is not you, please add your contact number in the Comments section. It is preferable that you provide an address where there will be someone continuously (if there will be no one, it is better that you give us another trusted address so that the delivery is as fast as possible). Customs costs, if any, must be paid by the recipient. Shipping times are variable: If your piece is in stock, it is normally delivered in 1 or 2 working days in the peninsula, and between 3 and 10 in the case of the Canary Islands and the Balearic Islands, the United States and Europe.
AVAILABLE FOR RESERVATION
The products of the online store that are “Available for reservation” are in the production process. They can take several days to finish and come out of the oven, so they are not shipped directly. We will send you an email confirming the shipping date when you place your order and we will prepare that piece especially for you. Thanks for the patience.
PICK-UP AT THE WORKSHOP

It is possible to collect your pieces at the workshop address. Write to us so we can tell you how to proceed when placing your order. The workshop is closed to the public, so the visit will not be possible, but you can pick up your order if you live nearby (we are in Aravaca, Madrid).

PACKAGING

Our pieces are fragile, so they are carefully packed with the appropriate boxes and protection so that they reach you in perfect condition.

The filler pellets are made from biodegradable corn and we try to minimize the use of plastic in our packaging.

RETURNS

In the case of products damaged during shipment,  we will manage the return or the refund of the amount or the order.

EACH PIECE IS UNIQUE

Because they are made by hand one by one, with great care, and may be slightly different from the ones in the photo (take into account the variations in color and brightness of each screen)

Variations in color, appearance or shape  inherent to the manual production process of the pieces and the nature of the ceramic material are not considered defects. For example, in the case of the whales, this includes the marks left by the supports on the base (small bald spots or dots), and in all the pieces in general, the oscillation between the matte or satin finish of some enamels, or certain roughness or slight bubbles in the case of orange and red enamels, especially. The small differences between some parts and others are the proof of manual work and we never send a product that we consider to be defective. Get in touch with us whenever you have any questions about your product.

PRODUCT SIZE

Thechnical details of the pieces are specified in the Additional Information and Description section, at the bottom, once you have selected the product you like (with model, color or size, if applicable).

CANCELLATIONS

If we cannot send your order to the address you have provided, because it is too far away or our courier does not work in that place, we will cancel your order and refund the amount through the same payment system that you have used (and we will send you an email explaining the reasons).

MICROWAVE AND DISHWASHER
We make our pieces with lead-free enamels, suitable for culinary use.

We recommend washing by hand and using the microwave at low power.

CLASSES AND WORKSHOP VISITS

The workshop is located in a private house and it is not a store, so it cannot be visited, we are sorry. At the moment we do not have scheduled classes, but in the future we would like to do monographs and open days (follow the daily life on Instagram and sign up for our Newsletter to be the first to find out about everything). Thank you very much for your interest. Ask us any other questions you may have without obligation, we will be happy to assist you. Meanwhile, we keep creating for you. 🙂

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