Frances Palmer Pottery

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ORDERING AND SHIPPING FAQ  

Do you accept commissions?

I saw a work of yours on a social media site but I cannot find it in your on-line catalog.

How long will my order take to arrive?

How is my order shipped and how much does it cost?

Can I request faster shipping options?

How can I pay for my order?

How is my order confirmed? 

What is your return policy? 

Will my information be safe once I place an order from your site?

What is your contact information?   

 

Do you accept commissions?

We accept special commissions for work outside of Frances’ offered collections. Please send an e-mail to info@francespalmerpottery.com to contact us directly.  Special commissions are nonrefundable.

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I saw a work of yours on a social media site but I cannot find it in your on-line catalog.

Please contact us by e-mail (info@francespalmerpottery.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 are not shown on the site, but we are happy to discuss availability at any time.

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How long will my order take to arrive?

“In the Studio” pots are on hand in the studio and will ship within 1 week of a placed order. When the order is ready to ship, a UPS tracking e-mail will be sent to the e-mail listed on the order form.

Orders placed for pots listed on the general SHOP pages (made to order) take about 2-3 weeks for production. When the order is ready to ship, UPS tracking will be sent to the e-mail address provided on the order form.

Please note any special needs in the “Comments” section.

For information on shipping outside the continental United States, please see “How is my order shipped.”

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How is my order shipped and how much does it cost?

All products are shipped 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 is available. Please let us know of any special shipping requests in the "Comments" section of the order form or e-mail Frances at  info@francespalmerpottery.com).

We are able to ship outside of the country via DHL. If you let us know the pot/pots that you are interested in purchasing, we are able to give you an estimate of the shipping cost, including duties, as well as the time in transit. Please contact Frances directly at info@francespalmerpottery.com to discuss this option. DHL provides tracking for the package en route.

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Can I request faster shipping options?

Yes. Please use the “Comments” section at the end of the order form to specify what type of shipping you would like and we will contact you with the total cost of shipping via e-mail.  

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How can I pay for my order?

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.  

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How is my order confirmed?

All orders placed via the online shop are confirmed via e-mail. 

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What is your return policy?

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: Except for special commissions, 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 original shipping fees are non-refundable, and we do not cover the cost of return 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 original shipping fees are non-refundable, and we do not cover the cost of return shipping.)

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Will my information be safe once I place an order from your site?

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.

FrancesPalmerPottery.com will never spam, sell, or contact you via the e-mail address you provide unless it is explicitly related to the order you have placed. Click here for our full privacy policy.

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Contact Information

Frances Palmer Pottery
info@francespalmerpottery.com

Please do not hesitate to contact us with any other questions you may have, and thank you for ordering from Frances Palmer Pottery.

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© 2006-2017 Frances Palmer Pottery info@francespalmerpottery.com 203.227.7204
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