hughespottery

We take great care in packing our pottery so it arrives safely at your door. Occasionally, damage occurs in shipping. If you have any problem with your shipment when it arrives, please save the packaging and contents and contact us immediately for a prompt replacement or refund.

We want you to be happy with your new pottery! Please contact us with any concerns, questions or problems with your order. We work hard to have happy repeat customers. We will gladly replace your broken, damaged or flawed pottery; we'll cover the shipping and get your replacement to you ASAP.

We DO accept exchanges and returns on regular purchases; please notify us within 5 days of delivery. The buyer is responsible for the shipping costs to return the item(s) to us; refunds (minus shipping costs) will be made promptly via Paypal once the item is received back in the same condition by us. If it is an exchange, the buyer must also pay to re-ship the new item(s). We are not responsible for damage that occurs to item(s) packed by buyers.

We do NOT offer returns/exchanges/refunds on custom orders, except in the case of replacing goods damaged in shipping.

Payment must be processed via Paypal within 24 hours of purchase. Pennsylvania residents will be charged 6% sales tax.

Local customers who want to pick up purchases at our studio can use coupon code LOCALPICKUP1 to avoid being charged for shipping.

Our customers rave about our fast shipping! Most regular purchases will ship the day after we receive your payment. In the US, most packages will ship USPS Priority Mail; expect in most cases to receive your package within 2-5 days. Occasionally items will ship USPS Parcel Post or UPS which may take up to a week to arrive. International and APO/FPO addresses and holiday shipping should expect longer shipping times, sometimes as much as 30 days. We include tracking on all of our domestic packages.

Local buyers who want to pick up purchases at our Tionesta, PA studio should use coupon code LOCALPICKUP1 to avoid being charged shipping costs. Please contact us after your purchase to arrange for pickup.

We do our best to estimate shipping costs and to combine shipping when possible. Multiple piece orders often ship in separate boxes to prevent breakage.

Please note that shipping costs include actual postage paid plus the cost of the packing materials used to ship your order safely. We encourage you to recycle and reuse once you get your pottery!

International shipping is available! Please contact us with the details so we can calculate accurate shipping costs. Customs forms will be filled out for merchandise for the exact purchase price with no exceptions. Note that buyers are responsible for any and all duties, taxes and customs charges that may be incurred.

Items can be sent to a gift address, or multiple gift addresses- just send us the information. Let us know when you order and we'll include a card too!

Sorry, we do not gift wrap.

IS YOUR POTTERY FOOD SAFE? CAN I PUT IT IN MY MICROWAVE? WHAT ABOUT MY DISHWASHER?

All of our stoneware pottery is made for functional kitchen and table use. It's lead-free and food safe. You can put it in the dishwasher, microwave, freezer...even your oven! Just avoid sudden temperature changes, like taking a bowl out of the fridge and putting it in a 350* oven or putting a hot dish into a sink of cold water. This is called "thermal shock" and can shatter your piece. Pieces used in your oven should always be placed in a cold oven so they can gradually heat along with the oven. With just a little extra care, stoneware is very durable and should last for years.

CAN I GET A DISCOUNT IF I BUY MORE THAN ONE PIECE?

We're always pleased when customers are anxious to buy more than one piece of our work! However, we do not offer discounts for regular retail purchases. If you're a qualified retailer interested in carrying our work, please contact us for a wholesale catalog and terms.

I BOUGHT A BUNCH OF STUFF FROM YOUR SITE HOPING TO GET A MATCHED SET BUT ALL THE PIECES LOOK A LITTLE DIFFERENT!

Everything we make is handmade piece by piece. Due to the nature of handmade goods slight variations do occur. Each glaze batch and each kiln firing also create slightly different color results as well. If you are interested in a set of something, please custom order it and it will all be thrown, glazed and fired together -assuring a better match.

I REALLY LIKE THAT MUG, BUT CAN I GET IT IN A DIFFERENT COLOR?

If we're out of stock on one of our colorways, we'd be happy to make you what you need. We're throwing pots and firing kilns all the time, but it takes many weeks to go from lump of clay to pretty finished mug. We don't offer colors other than the combinations shown on our shop. Please check our listings to see our current glaze palette.

CAN YOU MAKE ME SOMETHING I DON'T SEE?

Other than ordering something in our regular production line in a particular colorway, we are not accepting custom orders at this time.

WHAT IS YOUR CUSTOM ORDER POLICY? DO I HAVE TO PAY UP FRONT FOR CUSTOM WORK?

Here's how custom orders work in our shop:

We discuss (via conversations here on Etsy) the specifics of your order, including the estimated delivery time. Once we all agree on the details, I will create a custom listing in the shop just for you. Once you purchase the listing, we'll get to work crafting your order. Once it's complete, we'll ship it out to you! If you "Like" Hughes Pottery on Facebook, you'll probably even see pictures of your pieces being made!

Turn around time for custom work depends on the item(s) we are making and where we are in our production cycle. In general, your can expect to wait roughly 4-6 weeks for most custom orders.

All custom work must be paid 100% up front before work starts, including shipping costs.