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general terms and conditions


Studio Offline - General Terms and Conditions (AGB´s)

Studio Offline

Handcrafted Ceramics

Franzensgasse 12/17

1050 Vienna




tel.: upon request

(hereinafter referred to as "Provider") apply to all transactions between the customer and the provider, conducted through the webshop or in any other way. Contrary terms and conditions of the customer are only effective if expressly and in writing accepted.


Purchase of Goods (Booking of Courses/Services)

Ordering via Webshop

Customers select the products or classes they want to purchase on the webshop. The products or classes displayed on the webshop do not constitute offers. The customer's order constitutes an offer to the provider to purchase the product/products, course/courses. An automatically generated email order confirmation does not constitute acceptance of the contract. The customer's offer is accepted only through an order confirmation from the provider or through actual performance by the provider.

Cancellation Policy for Courses

In case of cancellation up to five days before the course starts, you will receive a full refund of the course fee. For cancellations from the fourth day before the course starts, a 50% refund is applicable. However, rescheduling without fees is possible up to two days before the course starts.

Due Date for Payment and Payment Options

If the order process does not specify otherwise, the price is due immediately after the order. The provider accepts payments by credit card (Mastercard and Visa), with the customer bearing any associated fees, Sofortüberweisung, Maestro, Paypal, KLARNA Invoice, KLARNA Sofortüberweisung. More information: General Terms and Conditions: Shopify Payments, PayPal, KLARNA, Visa, Mastercard, Maestro.

Late Payment

In case of late payment, legal interest is calculated from the due date. For corporate customers, a flat fee of EUR 25.00 is also charged for debt collection costs. This provision does not affect any additional legal claims.



Price information for consumers: The prices displayed at the end of the ordering process include the statutory value-added tax and other price components. During the ordering process, VAT and other price components such as packaging and shipping costs are separately indicated.

Price information for businesses: The prices represent net prices unless expressly stated otherwise. They do not include packaging/transport/shipping costs unless otherwise specified. These costs are billed according to actual expenses.

Retention of Title

If no payment is made before dispatch/delivery of the purchased item, the provider retains ownership of the goods until full payment (value date) of the purchase price.


Delivery dates are displayed during the order process. In-stock items are shipped within 5-10 working days. For non-stock items, the customer is provided with an estimated delivery date or notified by email. These dates are not binding for the provider unless expressly agreed otherwise.


The provider's liability, except for personal injury, is excluded in cases of slight negligence. Claims for damages expire 6 months after knowledge of the damage and the damaging party.


For corporate customers, they must promptly check the goods for compliance with the order in terms of quality and quantity upon delivery. Visible defects must be reported within 5 days after delivery, and other defects within 3 days after discovery in writing and with a description of the defects. Failure to comply with this obligation extinguishes warranty claims. For non-consumer customers, the warranty period is one year.

Force Majeure

If the provider is prevented from performing due to force majeure, including non-deliveries by suppliers and transport delays, the provider is exempt from performance during the force majeure period. The customer has no claims for price reduction or damages arising from this.

Offsetting and Assignment Prohibition

Offsetting of customer claims against provider claims that are neither legally related to the customer's obligation nor judicially determined or acknowledged by the provider is excluded. This offsetting prohibition continues after termination of the contract between the provider and the customer but does not apply in the event of the provider's insolvency. Assignment of claims against the provider is prohibited without written consent and is not valid.

Jurisdiction and Applicable Law

For all claims arising from or in connection with contracts concluded between the provider and the customer, exclusive jurisdiction of the competent court in 1010 Vienna is agreed upon unless the jurisdiction of the location or a consumer jurisdiction is mandatorily applicable. Austrian substantive law exclusively applies to the contract between the provider and the customer, unless other mandatory legal provisions apply. UN Sales Law is excluded.

Final Provisions / GENERAL

The validity of these general terms and conditions or a contract concluded between the provider and the customer is not affected by the invalidity of individual provisions. An invalid provision is to be replaced by the contracting parties with another valid and permissible provision that most closely corresponds to the purpose and meaning of the invalidated provision.

Online Dispute Resolution

The EU Commission provides the option of online dispute resolution. The platform can be reached via the following link:


Consumers have the right to revoke the respective contract within fourteen days without providing reasons. The withdrawal period is fourteen days from the day you or a third party named by you, who is not the carrier, took possession of the goods. In the case of a contract for multiple goods, the period runs from the day you or a third party named by you, who is not the carrier, took possession of the last goods. In the case of a contract for the delivery of goods in several partial shipments or pieces, the period runs from the day you or a third party named by you, who is not the carrier, took possession of the last partial shipment or piece.

To exercise your right of withdrawal, you must inform us, Studio Offline, Marion Wagner and Philip Kranz, Franzensgasse 12/17, 1050 Vienna, email, by means of a clear statement (e.g., a letter sent by post, fax, or email) of your decision to withdraw from this contract. You can use the sample withdrawal form below, but it is not mandatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Consequences of Withdrawal

If you withdraw from this contract, we will reimburse you for all payments received from you, including delivery costs (except for the additional costs arising from your choice of a different type of delivery than the standard delivery offered by us, which is the most favorable), without undue delay and at the latest within fourteen days from the day on which we received the notice of your withdrawal from this contract. We will use the same means of payment for this refund as you used for the original transaction, unless expressly agreed otherwise; in any case, you will not incur any fees for such reimbursement. We may withhold reimbursement until we have received the goods back or you have provided evidence of having sent back the goods, whichever is earlier.

You must return or hand over the goods to us immediately and, in any event, no later than fourteen days from the day on which you informed us of your withdrawal from this contract. The deadline is met if you send the goods before the period of fourteen days has expired.

You bear the direct costs of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

No right of withdrawal exists for contracts for goods or services whose price depends on fluctuations in the financial market over which the entrepreneur has no control and which may occur within the withdrawal period, goods that are made to customer specifications or are clearly tailored to personal needs, perishable goods or goods with a quickly approaching expiry date, sealed goods that are not suitable for return due to health or hygiene reasons if their seal has been removed after delivery, goods that, after delivery, are inseparably mixed with other items due to their nature, alcoholic beverages, the price of which was agreed upon at the time of the conclusion of the contract, but which cannot be delivered earlier than 30 days after the conclusion of the contract and whose current value depends on fluctuations in the market over which the entrepreneur has no control, sound or video recordings or computer software delivered in a sealed package, if the seal has been removed after delivery, newspapers, periodicals, or magazines, with the exception of subscription contracts for the supply of such publications, services in the field of accommodation for purposes other than residential purposes, the carriage of goods, the rental of motor vehicles, as well as the supply of food and beverages and services that are provided in connection with leisure activities, if a specific time or period is contractually provided for the fulfillment of the contract by the entrepreneur in each case,

the delivery of digital content not stored on a physical medium if the entrepreneur - with the express consent of the consumer, combined with his knowledge of the loss of the right of withdrawal in the event of premature commencement of the contract performance, and after providing a copy or confirmation - has commenced performance before the expiry of the withdrawal period.

Sample Withdrawal Form

(If you want to withdraw from the contract, please fill out this form and return it)

  • To Studio Offline, Marion Wagner and Philip Kranz, Franzensgasse 12/17, 1050 Vienna

I/we hereby revoke the contract concluded by me/us for the purchase of the following goods/provision of the following service:

  • [Your details]


Return Policy for Unique One-of-a-Kind Items:

We take pride in offering you truly unique, one-of-a-kind items that cannot be replicated. Since each of our products is an individual work of art, we do not accept returns or exchanges on these items, except in cases of damage or defects upon arrival.

Damaged or Defective Items:

If you receive a damaged or defective item, please contact us immediately with photos of the product and packaging. We will work with you to resolve the issue promptly and ensure your satisfaction.

Contact Us:

If you have any questions about our return policy or need assistance with a damaged or defective item, please contact our customer support team at

This statement clarifies that returns are not accepted for one-of-a-kind items while also addressing how to handle issues related to damage or defects upon arrival.


Thank you for choosing our products! To ensure a smooth and efficient shipping process, please take a moment to review our shipping guidelines:

Shipping Methods:

We offer a variety of shipping methods to suit your needs. You can select your preferred shipping option during the checkout process. Please note that the availability of certain shipping methods may vary depending on your location.

Order Processing: We strive to process and ship your orders as quickly as possible. Most orders are processed within 1-2 business days. If you place an order on a weekend or during a holiday, it will be processed on the next business day.

Shipping Times: The estimated delivery times for each shipping method will be provided during the checkout process. These times are approximate and may vary based on your location and any unforeseen circumstances. Once your order ships, you will receive a tracking number to monitor the progress of your delivery.

Shipping Costs: Shipping costs are calculated based on the shipping method you choose, the weight of your order, and your delivery address. You can view the shipping costs during the checkout process before finalizing your order.

Tracking Your Order: You can track the progress of your shipment by using the tracking number provided in your shipping confirmation email. If you have any questions or concerns about your order's delivery, feel free to contact our customer support team.

Damaged or Lost Shipments: In the rare event that your order arrives damaged or goes missing, please reach out to us as soon as possible. We will work to resolve the issue and ensure your satisfaction.

Contact Us: If you have any questions or require further assistance regarding your shipment or our shipping guidelines, please don't hesitate to contact our customer support team.

Thank you for choosing our products. We appreciate your business and look forward to serving you with a smooth and reliable shipping experience.




Credit/Debit Cards:

We accept major credit and debit cards, including Visa, MasterCard


You can securely complete your purchase using your PayPal account.

Bank Transfer:

We offer the option to pay via bank transfer. Please contact our customer support for the necessary bank details.

Apple Pay:

If you're shopping on an Apple device, you can use Apple Pay for a convenient and secure checkout.

Gift Cards: If you have a gift card issued by our store, you can use it as a payment method during checkout.

Please note that available payment methods may vary depending on your location and the specific payment processing services integrated into our platform. We prioritize the security of your transactions and offer multiple options to ensure a convenient and safe shopping experience.

If you have any questions about our accepted payment methods or encounter any issues during the payment process, please don't hesitate to contact our customer support team for assistance. Your satisfaction is our top priority.



  • Are variations in color and texture normal in handcrafted pottery?
    Yes, slight variations in color, texture, and size are common in handcrafted pottery. These differences are part of the charm and uniqueness of each piece.
  • How do I care for my handcrafted pottery?
    Hand wash your pottery with mild soap and water. Avoid using abrasive materials, and be cautious with extreme temperature changes, as it can cause cracking.
  • What makes handcrafted pottery unique?
    Handcrafted pottery is created by skilled artisans, resulting in one-of-a-kind pieces with individual character. Each item is made with care, showcasing the artist's personal touch.
  • Can I use handcrafted pottery for food and beverages?
    Most handcrafted pottery is food-safe. However, it's essential to check the product description or contact the seller for specific usage guidelines.
  • Do you offer international shipping?
    Yes, we offer international shipping to various countries. Please check our shipping information for details on rates and delivery times.
  • What is the estimated delivery time for domestic orders?
    Delivery times for domestic orders typically range from 3 to 5business days. It may vary depending on your location and the shipping method chosen.
  • How can I track my order?
    Once your order is shipped, you will receive a tracking number via email. You can use this number to monitor the status of your delivery.
  • What should I do if my pottery arrives damaged?
    If your pottery arrives damaged, please contact us immediately with photos of the damaged item and packaging. We will assist you in resolving the issue.
  • Do you offer returns or exchanges for pottery items?
    As our pottery is often unique or made-to-order, we may not offer returns or exchanges unless the item is damaged or defective. Please review our return policy for more details.
  • How do I contact customer support for pottery-related inquiries?
    For any questions or concerns related to our pottery products or shipping, please contact our customer support team at
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