Shipping, Refund Policy & FAQs
For your convenience, our most common customer questions are answered right here.
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Q: WHEN WILL I RECEIVE MY ORDER?
A: I work hard to have all orders shipped in a timely manner. Unless otherwise stated, the available items in the shop are ready to ship. I make every effort to ship all orders out immediately (and no later than 3-5 days after purchase). I am unable to ship on weekends or bank holidays. All orders are sent via USPS or UPS. Upgrades or faster shipping costs may be requested for an additional fee. In general, there is a 3-4 week wait on made to order work. When your order is complete, I will send you a confirmation email to let you know when your item was shipped and when you can expect it to arrive.
Q: HOW IS MY ORDER PACKAGED?
A: Please be advised that I will do my best to pack your order so it can withstand the long journey from the studio to your door. Bubble wrap, corrugated cardboard and eco-friendly packing peanuts are all used to make sure your pot gets safely to you. It might not look too pretty, but I assure you that a lot of care and attention goes into packing your order before sending it safely on its way.
Q: MY ORDER ARRIVED DAMAGED, WHAT DO I DO?
A: At times, items do break and I take full responsibility for the damage that happens when they are in the hands of USPS or UPS. Should a piece arrives damaged, please email a photo, along with the name the order was placed under within 48 hours of receiving the package. A replacement will be sent out immediately.
Defects: Please note all products are handcrafted and there will be slight variation in color, texture, finish and size. These are not considered flaws.
In some cases there may be a slight difference between the ceramics in the photograph and the ceramics you receive in your order. The photographs are taken as an example of the piece you will receive and while great care is taken to replicate the designs, each piece is hand-made and hand glazed and there will be slight differences in the recreation of that design. Thank you for understanding the nature of hand-made!
Q: DO YOU OFFER CUSTOM DESIGNED PRODUCTS?
A: When my schedule allows I welcome special projects. Please email Janelle at email@example.com to discuss your project.
Q: DO YOU OFFER WEDDING REGISTRIES?
A: I would love to create custom work for your wedding registry! Please email Janelle at firstname.lastname@example.org for more information.
Q: CAN I PUT YOUR CERAMICS IN THE MICROWAVE/FREEZER/OVEN/DISHWASHER?
A: I have personally road-tested the pottery in all of these scenarios and this is what I’ve learned: Clay is a highly conductive material, so be very cautious when removing from an oven or microwave, as it will be very hot to the touch. Do not expose the wares to extreme and sudden fluctuation in temperature. If you use it in the oven, place the bowl in there during preheat so it is gradually warmed (and don’t take it above 400 degrees).
Stuck in the Mud Pottery is dishwasher safe. I do recommend hand washing, as dishwashers can be hard on handmade pottery. Use your handmade pottery with care, but use it everyday!
Q: HOW DO I BEST CLEAN MARKS & STAINS OFF OF YOUR POTTERY?
A: Dirt and stains on unglazed surfaces can be removed with a scrub brush and a bit of baking soda mixed with water. Metal marks from silverware (due to the ceramic being harder than the metal) can be easily removed with Bar Keeper’s Friend.
REFUNDS OR EXCHANGESPlease note that I do not give refunds or cancel orders once they are placed. All sales are final.
I hope you’ll be delighted with your purchase. If you have any doubts or questions about an item, let me know before you purchase and I will be happy to clarify!