FAQ
Everything customers ask us most, in one place. Can't find your answer? Email support@remoxila.com — we reply within 1 business day.
Products
What are Remoxila plates made of?
Every plate is stoneware — dense natural clay fired at high temperature, which makes it noticeably sturdier and heavier in the hand than porcelain or earthenware. The exact material, dimensions, weight, colour and finish are listed in the "Specifications" section of each product page.
Are the colours on screen accurate?
We photograph every plate carefully, but screens vary — small differences in tone between your display and the real glaze are possible. Matte finishes in particular can look slightly lighter or darker in person. If a colour isn't what you expected, our 30-day return window has you covered.
Are the plates dishwasher safe?
Yes — all our stoneware plates are dishwasher safe. We recommend avoiding sudden temperature shocks (for example, straight from the freezer into a hot oven), which can stress any ceramic.
Can I use them in the microwave?
Stoneware generally handles the microwave well. Check the care instructions on each product page for the specific finish — metallic-accented glazes, where present, are the exception and are flagged on the product page.
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.
Ordering & payment
Which payment methods do you accept?
Cards: Visa, Mastercard, American Express, Discover, Diners Club, Maestro, UnionPay. Digital wallets: Apple Pay, Google Pay, Shop Pay. All payments are processed securely through Shopify Payments — details in our Payment Policy.
When is my payment charged?
At the time of order. Your statement will show "Remoxila".
Is checkout secure?
Yes — the entire site and checkout run over SSL/TLS encryption, and payments are processed by PCI DSS Level 1 certified providers. We never see or store your full card details.
Can I change or cancel my order?
Yes, if it hasn't been dispatched yet. Email support@remoxila.com with your order number as soon as possible. Once dispatched, use the standard return process instead.
Shipping
How much is delivery?
Free — standard delivery costs nothing on every UK order, with no minimum.
How long does delivery take?
5 to 7 business days in total: 1–2 business days for our fulfilment partner ShipBob to pick and pack your order at their UK facility in Birmingham, then 4–5 business days in transit. Orders placed before 4:00 PM (UK time) Mon–Fri start processing the same day.
Where do you ship?
United Kingdom only, for now.
Which carrier will deliver my order?
Royal Mail, DPD, Evri or UPS — whichever routes best to your address. Your dispatch email names the carrier and includes the tracking number.
Can I track my order?
Yes — every order is tracked. Use the link in your dispatch email or the Track Your Order page on this site.
What if my parcel is lost or arrives damaged?
For damage: email us within 48 hours with photos, and we'll replace or fully refund — including any return costs. For a lost parcel: we investigate with the carrier and then reship free of charge or refund in full, your choice. Details: Shipping Policy.
Returns & refunds
What is your return policy?
You have 30 days from delivery to return items in new, unused condition — in addition to your statutory 14-day cancellation right under UK law. No restocking fees, ever. Full details: Returns & Refunds Policy.
How do I start a return?
Email support@remoxila.com with your order number and reason. We reply within 1 business day with the return authorisation and label instructions — please wait for approval before posting anything.
Who pays for return shipping?
For change-of-mind returns, you do. For faulty, damaged or incorrect items, we do — and we refund any delivery costs too.
When will I get my refund?
Within 7 business days of the return arriving at our fulfilment partner's warehouse, back to your original payment method. Your bank may take a few extra days to post it.
Do you offer exchanges?
Yes — within 30 days, for a different style of equivalent value, subject to stock. We cover the delivery of the exchange item.
Company
Who operates Remoxila?
Remoxila is operated by NORTHWELL GROUP LTD, registered in England and Wales (company number 17075470), with its registered office at 128 City Road, London, EC1V 2NX, United Kingdom.
How do I reach a human?
Email support@remoxila.com or call +44 20 8040 3862, Mon–Fri 9:00 AM – 5:00 PM UK time. Every message gets a reply within 1 business day.
