Contact

We're happy to help with anything — an order, a return, a question about a glaze, or just advice on which plates suit your table. A real person reads every message and replies within 1 business day.

The fastest way: email

support@remoxila.com

Include your order number if your message is about an existing order — it speeds things up considerably. For damaged or incorrect items, attach clear photos so we can resolve it in one reply.

Phone

+44 20 8040 3862 Monday to Friday, 9:00 AM – 5:00 PM (UK time)

Outside these hours, email is best — we answer everything in order of arrival on the next business day.

What to expect

Topic What we'll do
Where is my order? Send you the live tracking status and carrier link
Return or exchange Confirm eligibility and send return authorisation with the label instructions within 1 business day
Damaged or wrong item Arrange a replacement or full refund — we cover the costs
Product questions Real answers about dimensions, glazes, care and stock

Track your order

The quickest way to check delivery status is the tracking link in your dispatch email, or the Track Your Order page on this website — it updates in near real-time.

Postal address (correspondence only)

NORTHWELL GROUP LTD (trading as Remoxila) 128 City Road London, EC1V 2NX United Kingdom

Please don't send returns here — returns go to our fulfilment partner ShipBob's UK facility in Birmingham after approval. The full process and address are in the Returns & Refunds Policy.

Company details

NORTHWELL GROUP LTD (trading as Remoxila) — company number 17075470, registered in England and Wales. Registered office: 128 City Road, London, EC1V 2NX, United Kingdom.

Frequently asked questions

What are Remoxila plates made of?

Dense stoneware — natural clay fired at high temperature for strength and real weight in the hand. Exact dimensions, weight, colour and finish are in the Specifications on every product page.
Are the plates dishwasher safe?

Yes — every plate is dishwasher safe. Avoid sudden temperature shocks (for example, freezer straight into a hot oven), as with any ceramic.
Will the colour match the photos?

Photos show the actual products. Screens differ, and fired glazes vary slightly from piece to piece — that is the nature of the material, not a defect. The 30-day return window covers you.
Can I use them in the microwave?

Stoneware generally handles the microwave well. Check the care note on each product page — metallic-accented glazes, where present, are the exception and are flagged there.
How should I care for the glaze?

Normal washing is all they need. For stubborn marks, a soft sponge and warm soapy water work best; avoid abrasive scourers on glossy glazes.
Where do you ship to?

United Kingdom only — England, Scotland, Wales, Northern Ireland and UK postcodes served by our four carriers. We do not currently ship internationally.
How long does delivery take?

5–7 business days from order to doorstep (1–2 days handling + 4–5 days transit). Orders before 16:00 UK time, Mon–Fri begin handling the same day.
How much does shipping cost?

Free on every UK order, no minimum spend, no hidden fees.
Which carriers do you use?

Royal Mail, DPD, Evri or UPS — whichever fits your parcel size, postcode and current capacity. Tracking number emailed on dispatch.
What if my parcel is lost or damaged?

Email support@remoxila.com with your order number and photos. We open a claim with the carrier; once it concludes, you choose a free reship or full refund.
What's your return window?

30 days from receipt — longer than the 14-day legal cooling-off period. Details in the Returns & Refunds Policy.
What condition must the item be in to return?

New and unused, in the original protective packaging where possible.
Who pays return postage?

Defective / wrong product: we do. Change of mind: you do. After our approval, download and print a return label.
How fast is the refund?

Within 7 business days of the returned item arriving at our fulfilment partner's warehouse. The refund goes back to your original payment method.
What payment methods do you accept?

Cards: Visa, Mastercard, Amex, Discover, Diners, Maestro, UnionPay. Wallets: Apple Pay, Google Pay, Shop Pay. All via Shopify Payments (PCI DSS Level 1).
Is checkout secure?

Yes. TLS 1.2+ SSL on every page. We never store your full card details — they're processed by Shopify Payments. 3-D Secure on card payments.
What currency are prices in?

British Pounds Sterling (GBP, £). The price you see is the price you pay — no hidden fees.
Can I change or cancel my order after placing it?

Yes, if we haven't dispatched it. Email support@remoxila.com with your order number. After dispatch, you can refuse delivery or return it under our 30-day policy.
How do I get in touch?

Email: support@remoxila.com · Phone: +44 20 8040 3862 (Mon–Fri, 9:00–17:00 UK time). Response within 1 business day.
Remoxila Pure White stoneware plate on a warmly set dining table

Selected with care.

We work with established stoneware manufacturers and assess each design for glaze quality, rim finish and base stability before it joins the collection. Orders are picked, packed and dispatched by our fulfilment partner ShipBob from their UK facility in Birmingham.

About us

Free UK shipping

Tracked delivery

SSL secure payments

30 days to return