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Policies and Frequently Asked Questions

Welcome! If you have a question that you don't see answered here, please feel free to contact me: info[at]giselleno5ceramics.com. 

MAILING LIST 
Customers will have the opportunity to subscribe to my newsletter but will not be automatically added to any mailing list without their permission. If you wish to subscribe to my newsletter for early notification of shop updates and other special offers, please do so by visiting this link: http://eepurl.com/CYJKf

 
HOLDS, PRE-ORDERS, & CUSTOM ORDERS

Due to the popularity of my California Wildflowers collection, I am frequently asked if I will hold or reserve one of these items for a customer. At this time, for repeat customers only, I will occasionally put an item on 24-hour hold or allow them first chance to purchase an item in a color or style they have been waiting for. If I do not receive a response, or if an invoice for an item on hold is not paid within 24 hours, I will take the hold off the item and make it available on my website. I reserve the right to decide when and how I will allow holds and reservations based on what is best for my business.

I do not sell any custom or made-to-order items at this time. 

CARE INSTRUCTIONS
> Do not microwave.
> Hand wash is recommended, but stoneware is very durable. However, use of a dishwasher may slightly shorten the life of your special items.
> Glaze and ceramic is very similar to tempered glass. Please be careful not to take an item from the refrigerator or freezer and place into a hot oven, or vice versa. Thermal shock can cause your pottery to shatter right away, or form stress fractures deep inside that will cause the piece to weaken and crack or break at a later time.

SHIPPING INFORMATION
Orders of items marked ready-to-ship will be batch processed every 7-10 days. If you need an item by a specific date, please contact me as soon as you place your order to see if that's possible. The below arrival times reflect the time it takes for an item to arrive at the customer's address after it is shipped, not from the time of purchase. I am not responsible for any delays once the package is in the hands of a shipping provider.

US ORDERS
Shipment via: USPS Priority
Arrival: approximately 1-3 days

INTERNATIONAL ORDERS
Shipment: USPS Priority International
Arrival: approximately 6-10 business days

Shipment: USPS First Class International
Arrival: approximately 2-4 weeks


CUSTOMS AND IMPORTS: 

International orders may be subject to customs delay, fees, and/or taxes that are individual to each country. If you have questions about the time frame or possible extra costs on your order, I recommend that you contact your local post office for more information.  I do not collect or benefit in any way from this money. It goes directly to the government of your country. 

I am frequently asked: "Will you mark my items as a 'gift' on the customs form, so I don't have to pay customs fees?" or "Can you mark the customs form with a lower value so I can avoid a customs fee?"

I absolutely will never agree to do this. It is mail fraud to falsify a customs form, and to do so carries a penalty of up to $10,000 fine and 5 years imprisonment. 

(13 U.S.C. § 305 : US Code - Section 305: Penalties for unlawful export information)


LOST OR DAMAGED SHIPMENTS: 
I must be notified in less than 28 days from the shipment date of any lost, damaged, or broken shipments including photos of damaged packaging and/or items. After that period of time the purchase becomes nonrefundable and is no longer eligible for replacement because of its damage in shipment. 

CANCELLATIONS
If you wish to cancel your order, you must contact me before I have shipped the item to receive a full refund of all costs plus shipping.

Once the item has shipped, all shipping charges become nonrefundable. Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value. 

RETURNS & EXCHANGES
Please contact me within 14 days of delivery if you wish to return or exchange an item. I must receive the item in its' original condition within 30 days of delivery. 

Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.

Items sold as "seconds" or at a discounted rate are nonrefundable. 

WRONG ITEM RECEIVED
Please notify me immediately if I have shipped the wrong item to you. This has happened at a rate of 0.004% since starting my business in 2013. (Yes, that is around 4 in 1,000, so you don't really need to worry about this.) The correct item will be shipped to the customer at no additional cost to them. 

WHOLESALE ACCOUNTS

I do not offer wholesale pricing on any of my products at this time.

PRIVACY POLICY
I will only use your personal information to contact you regarding an order or for another related legal reason, like contact about payment or tax issues connected with your order.