FREQUENTLY ASKED QUESTIONS
Q: WHEN CAN I EXPECT MY ORDER TO SHIP?
A: All retail orders can be expected to ship within 1-2 weeks. Check out our Shipping + Returns page for more information.
Q: DO YOU ACCEPT RETURNS?
A: Yes! We accept returns within 14 days of purchase. Please ensure that items are unused and undamaged. All items must be returned with the original packaging to ensure item arrives undamaged. Shipping costs will be deducted automatically.
Q: WHERE DO YOU SELL YOUR PRODUCTS?
A: We sell our products directly to customers on our website, in studio, and wholesale to over 150 stores across the US and Canada. To find a store near your location, contact us at email@example.com.
Q: CAN I SHOP IN THE STUDIO?
A: Yes! Due to Covid-19 precautions, we are limiting our in-person visitors. Please set up an appointment with our Studio Manager at firstname.lastname@example.org for a safe and private visit!
Q: HOW DOES THE CANDLE REFILL PROGRAM WORK?
Q: WHICH SHIPPING CARRIER WILL DELIVER MY PACKAGE?
A: We currently ship all orders using UPS, USPS, or FedEx. We choose the lowest shipping cost of the three provided!
Q: HOW CAN I TRACK MY ORDER?
A: As soon as your order has shipped you will receive an automatic email with tracking information. Please allow 24-48 hours for the shipping carrier to scan and update the movement of the package.
Q: WHAT DO YOU USE TO PACK MY ORDER?
A: We have a 100% recyclable system in place for all online retail orders. Your items will be rolled in a corrugated paper wrap, cushioned with paper fill or biodegradable peanuts and packaged in a recycled recyclable box.
Q: WHAT SHOULD I DO IF MY ORDER BREAKS IN TRANSIT?
A: We work very diligently to wrap all of our orders with care. At times, items do break and we take full responsibility for the damage that happens when they are in the hands of the carriers. If something has broken, please take a photo of both the product and the box and send it to email@example.com within 14 days of arrival. A replacement will be sent out immediately.
Q: I SELECTED LOCAL PICKUP. NOW WHAT?
A: You will receive an email when your order is ready for pickup with further instructions. We are offering curbside pickup at our West Bottoms studio, available Mon-Fri 9-12 and 1-5. Call (816) 295-8775 when you arrive.
PRODUCTS AND TOURS
Q: CAN I TOUR THE STUDIO?
A: Yes! We are not currently offering our normal Saturday morning studio tours due to Covid-19 restrictions, but we would love to host a private and safe tour during our regular business hours. Please email our Studio Manager at firstname.lastname@example.org to set up an appointment.
Q: WHEN DO YOU RELEASE NEW COLLECTIONS?
A: We typically release new designs and full collections in the Fall and Spring seasons, although this is not guaranteed. Sign up for our Insider's List to hear about new releases!
Q: IS YOUR DINNERWARE FOOD SAFE?
A: Yes! We have had all of our dinnerware independently tested. All dinnerware we sell are both lead and cadmium free, dishwasher safe, and microwave safe. Items are not approved for oven use.
Q: HOW DO I CARE FOR MY DINNERWARE?
A: It is always best to avoid damage by washing dishes by hand in warm soapy water. However, our dinnerware has been independently tested to be dishwasher safe. We recommend when using a dishwasher to rinse before loading and to avoid stacking or touching other pieces when placed in the dishwasher. Use a gentle cycle with a non-abrasive detergent with low citric acid. Read more here.
We take considerable pride in hand-making each piece that leaves our studio. The hand-making process gives each design a beautiful quality that makes every item we send out completely original to its new owner. As part of this process every item is not an exact copy, but is an organic form that can have slight variations in form and dimension. You may find that the dimensions listed for each product may vary by a quarter inch. If you have any questions about our process or products please feel free to contact us at email@example.com.