ORDERING AND SHIPPING FAQ
Do you accept commissions?
We love commissions. Please do not hesitate to send an e-mail to firstname.lastname@example.org to contact us directly.
Please contact us by e-mail (email@example.com) with any questions you might have about products that you are interested in that are not displayed on our site. We sometimes exhibit handmade pieces that do not make it to the site, but we are happy to discuss the availability of these pieces with you at any time.
Special and limited collection items are ready to ship, and will arrive within a week of your order.
All other pieces are made to order. Quality is of utmost importance to us. Made-to-order products ship approximately 2 weeks after the order is placed.
Orders shipping outside the continental United States may take a slightly longer time due to customs clearance. Your order may also be subject to import duties and taxes, which are levied once a shipment reaches your country. These fees are in addition to the cost of your order as we have no control over these charges and cannot unfortunately predict what they may be. Customs policies vary widely from country to country and we recommend contacting your local customs office for further information before ordering.
Handmade items ship from Frances' Connecticut studio to locations within the continental United States via UPS Ground.
Shipping costs for orders shipped within the continental U.S. are based on the order amount and calculated automatically by the shopping cart.
Expedited shipping and shipping outside the continental United States is calculated after the order is packaged and is based on weight and destination. We will contact you with the exact shipping fees and verify the shipping address before we schedule the shipment.
Please let us know of any special shipping requests in the "Comments" section of the order form.
We provide a tracking number to you once your order is shipped.
Yes. Please use the “comments” section at the end of the order form to specify what type of shipping you would like and a representative will contact you with the total cost of shipping via email.
All orders placed via the online shop can be paid for with a Visa, Mastercard, American Express, Discover, Diner's Club or JCB credit card. Paypal is also accepted. Your credit card is charged when the order is processed.
All orders placed via the online shop are confirmed via email. We can also contact you by phone if you provide a valid phone number.
Your satisfaction with our products is very important to us. If your purchase fails to meet your expectations, we gladly accept returns according to the following policies:
Item damaged in shipment: Every order is packed carefully with high-quality cardboard and bubble bags to ensure that all items arrive at your door safely. In the rare event that your order is damaged during shipping, please contact us so we can schedule production for a replacement. Handmade items are custom made and replacements require production time before they can be scheduled for shipment.
Item purchased by you: If you are dissatisfied with your purchase once you receive it, within 14 days of its receipt, you may return the item. Upon our receipt of the item in salable condition, we will replace the item with an item of equal value OR credit your purchase based on the original form of payment. (Please note that we do not cover shipping.)
Item received as a gift: Should you wish to return an item received as a gift, please send back the item to us within 14 days of its receipt. We will gladly accept return of the item in salable condition and either replace it for another item of the same value OR issue a merchandise credit worth the value of the item on the date of return. (Please note that we do not cover shipping.)
Please note: "Seconds" are final sale and are not eligible for refunds or exchanges.
Frances Palmer Pottery is an official Shopify merchant and uses their technology to process all online orders. All Shopify stores use SSL (Secure Socket Layer) encryption when transmitting certain kinds of information, such as financial services information or payment information. An icon resembling a padlock is displayed at the bottom of most browsers’ windows during SSL transactions that involve credit cards and other forms of payment.
Orders placed via our online store are also certified CISP-compliant. Created by Visa and MasterCard, the Cardholder Information Security Program (CISP) outlines a standard for security procedures for merchants and service providers that store, process, or transmit cardholder data. Learn more about CISP here.
If you have purchased an item at full price within 2 weeks of the date that item is offered at a discounted price, please contact us. We are happy to make adjustments to the price (minus the shipping charges that might apply).
Frances Palmer Pottery
Please do not hesitate to contact us with any other questions you may have, and thank you for ordering from Frances Palmer Pottery.