Shipping Policy
SHIPPING INFORMATION
All orders are carefully packaged and shipped within 3-5 business days of order placement. We use professional shipping carriers to ensure safe delivery. Shipping costs will be calculated at checkout based on your location and order weight.
Customers are responsible for providing an accurate delivery address. We cannot be held responsible for packages delivered to incorrect addresses provided by the customer.
TRACKING YOUR ORDER
Once your order ships, you will receive a tracking number via email. You can use this number to monitor your package in transit.
DELIVERY
Delivery timeframes are estimates only and not guaranteed. Actual delivery times may vary based on carrier schedules, weather conditions, and other factors beyond our control. Please contact your shipping carrier directly with delivery inquiries.
NO REFUNDS OR EXCHANGES
Due to the handcrafted, bespoke nature of our ceramics and the nature of operating as a small business, we maintain a NO REFUNDS OR EXCHANGES policy on all orders placed and shipped.
Each piece is made individually and represents the artist's unique work. Once your order is confirmed and prepared for shipment, all sales are final. We carefully quality-check every item before shipping, and we stand behind the workmanship of our pieces.
This policy applies to:
Changes of mind or preference•
Wrong size or style selection•
Color variations (natural variations in glazes and clay are expected in handcrafted pieces)•
DAMAGED ITEMS DURING SHIPPING
We take great care in packaging all orders to prevent damage during transit. However, if your item arrives damaged (cracked, broken, or significantly chipped), please follow these steps:
Step 1: Photograph the Damage
Take clear, detailed photographs of the damaged item showing the crack, break, or damage from multiple angles. Ensure the photos clearly show the extent of the damage.
Step 2: Document the Packaging
If possible, photograph the exterior packaging and any visible signs of mishandling or rough shipping.
Step 3: Contact Us Within 48 Hours
Email us at lauren@studionorae.com with your order number and include all photographs of the damage. Please report damage within 48 hours of receiving your package.
Step 4: Resolution
Upon review of the photos, we will determine whether a replacement or store credit is appropriate. Damaged items resulting from carrier mishandling are handled on a case-by-case basis at our discretion.
Please note: Damage claims without photographic evidence cannot be processed. We reserve the right to file a claim with the shipping carrier if appropriate.
INTERNATIONAL ORDERS
International customers are responsible for any customs duties, taxes, or import fees associated with their order. These costs are the responsibility of the customer and are not included in shipping fees.
CONTACT US
If you have any questions about our shipping policy, please contact us at:
Email: lauren@studionorae.com
We appreciate your understanding and support of our small business.