We take pleasure in making ‘pretty t’ings’ that bring you Joy. However we understand that you might change your mind and that’s okay too so we allow you to return your purchase and exchange it for something else in our store. Here are the parameters and procedures for returning an item for exchange or store credit.
How much time do I have with which to return my items?
Returns are accepted for exchange or store credit within 14 days from receipt of goods. All products must be unused (in a resalable condition) with all original labels and packaging to be eligible for return. We reserve the right to refuse any return merchandise. Special order and custom items are not eligible for return and are non-refundable. After a 14 day grace period, all sales are final and returns will not be facilitated.
How do I go about returning my item for exchange?
Customers that would like to return or exchange goods must request a Return Authorization by emailing us here within 14 days of receipt of goods. Please state your order number, tracking information and state the items you wish to exchange and the reason. We will respond within 3 business days if your order qualifies for a return.
Once approved, we ask that you package the item in its original packaging. Fill out the form included in your Return Authorization email, print and enclose in the box back to us. For international orders you will have to fill out the emailed C-85 form to avoid paying twice for duties. You may download it here. Authorized returns must be postmarked within 7 days of approval email. Buyer is responsible for any damage(s) in transit. Please ship via registered mail or DHL to our studio address below:
Our studio is located at:
7 Emmaville Avenue
Merchandise returned without authorization or outside the return window will be refused and/or returned at customer expense. Items that arrive damaged, without original packaging or previously used will void the return, so take care in repackaging and use a trusted shipping carrier. We are not liable for merchandise lost or broken in transit to us. You will receive a confirmation email when your return and exchange is successfully processed. We will send you an email notification with tracking information. Please refer to the shipping notification sent upon shipment, if your package fails to reach you in a timely manner.
How do I go about returning my item for store credit?
To request store credit instead of an exchange, please request a Return for Credit Authorization by emailing us here within 14 days of receipt of goods. Please state your order number, tracking information and state the items you wish to exchange and the reason. We will respond within 3 business days if your order qualifies for a return.
Once approved, we ask that you package the item(s) in its original packaging. Fill out the form included in your Return Authorization email, print and enclose in the box back to us. For international orders you will have to fill out the emailed C-85 form to avoid paying twice for duties. You may download it here. Authorized returns must be postmarked within 7 days of approval email. Buyer is responsible for any damage(s) in transit.
Merchandise returned without authorization or outside the return window will be refused and/or returned at customer expense. Items that arrive damaged, without original packaging or previously used will void the return, so take care in repackaging and use a trusted shipping carrier. We are not liable for merchandise lost or broken in transit to us. You will receive a confirmation email when your items have been received and restocked into our inventory. At this point we will issue a store credit via email minus the restocking fee.
Please note; store credit cannot be transferred to another customer or used as a gift certificate for someone else. It can only be used for a future purchase. It cannot be purchased and is only issued for returned items only. Store credit never expires, however if the new purchase exceeds the value of the store credit, the customer is required to pay the remains balance due.
My item doesn’t look like the photo online, can I return and exchange it?
We try our very best to depict our products as accurately as possible and inspect each pice prior to leaving our studio. However, we are only human so please understand that these items are handmade and will have natural imperfections which gave them each a unique personality and make them one-of-a-kind. There may be slight variations in color, texture, finish and size. These are not considered flaws.
In addition, measurements may vary due to the firing process to make the items, therefore sizes will vary up to half inch in some [not all] cases. We do our best to provide you with top quality work that most closely resembles the photograph, but please keep in mind that you are purchasing a likeness that has been hand replicated. Additionally, ceramic glazes all have subtle effects that vary from kiln firing to kiln firing and from piece to piece. The glazes we use are standard food-safe (unless otherwise stated), each glazed piece is unique and has its own personality. Glazes seen in the photos may vary slightly in color and appearance, as each glazed piece is unique. If you are not into all these variables that could impact your piece, then we will exchange or issue store credit for the returned item [once returned with in our stated parameters for return].
In the event that we do miss something and send you a defective item in error, please forgive us and allow us to make it right. We want to ensure you are happy with your purchase. Please notify us via email with a description of the issue within 48 hours of receiving the item(s) – we’ll diagnose the problem and can ship a replacement or issue store credit (your choice) upon determination of a defect. Shipping for defective or damaged items is free. Please note, all products are handcrafted.
My item came broken what do I do?
OH NO! We hate when that happens! It puts such a damper on things. Despite our best efforts at providing adequate packaging, anything can happen in shipping. If an item arrives in a damaged condition, unfortunately we cannot take responsibility for the improper handling of the shipping carriers resulting in a damaged item. However, what we recommend is claiming the insurance from the shipping carrier to recoup the financial loss associated with replacing the item.The shipping fees, duties and taxes associated with the replacement will still be charged and the responsibility of the customer.
It is very important that we are informed within two (2) business days of the receipt of the order. Please photograph and email to us and the shipping carrier; photos of the broken or damaged item[s] along with your order number and the name of the item to claim back your insurance. Buyer is responsible for the insurance claim/refund process. If you need assistance with this process we are happy to help. Please let us know if you would like to replace the item.
How will I get my refund?
We do not issue refunds, but we do offer store credit for the value of the item, minus any return shipping fees and a restocking fee. Shipping charges are non-refundable and buyer is responsible for return shipping and any costs associated with the return shipping to our studio. All sales are final on seconds, custom designed or custom glazed work, and sale items. Exchanges will incur additional shipping costs, which will be the responsibility ofthe customer. All international orders, returns or exchanges will only be authorized if the customer agrees to pay for all shipping and duties both directions upfront.
My item was stolen from my address, can I get a replacement?
In the event of a stolen package, refunds or returns will not be provided. Please ensure you provide a secure location or use the tracking info provided to see when the items will be delivered.
I no longer have the original packaging, can I still return the item?
In order for your return to qualify it must be in the condition you received them and in the original box and/or packaging. You will be provided with packaging instructions. Store credit will be issued upon safe receipt of returned items minus associated fees [if any].
For any additional questions or queries regarding shipping or returns you may call us at 1.876.878.3262 or email us here.
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