Order & Shipping FAQ
ORDERING AND SHIPPING FAQ
We accept special commissions for work outside of Frances’ offered collections. Please send an e-mail to firstname.lastname@example.org to contact us directly. Special commissions are nonrefundable.
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 are not shown on the site, but we are happy to discuss availability at any time.
Orders placed for pots listed on the general SHOP pages ("made-to-order") take about 10-12 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.
“In the Studio” pots are on hand in the studio and will ship within 10 days 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.
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” below.
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 us at firstname.lastname@example.org.
We are able to ship outside of the country via UPS. 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 us directly at email@example.com to discuss this option. UPS provides tracking for the package en route.
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.
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 e-mail.
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 event that your order is damaged during shipping, please notify us within 48 hours and save all of the packing material as required by UPS to submit a claim. 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.)
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.
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.