Our Promise
Every piece leaves our studio carefully checked and securely packaged. We take great pride in getting your order to you in perfect condition, but we know that occasionally things can go wrong in transit.
Damaged in Transit
If your order arrives damaged, we will replace it. To process your replacement, please follow these steps:
- Keep all original packaging as proof of transit damage
- Take a photo of the damaged item alongside its original packaging
- Email us within 24 hours of your delivery being marked as received
Send your email to hello@potteryfortheplanet.com with the subject line:
BROKEN IN TRANSIT # (your order number)
Please include your photo, a brief description of the damage, your full name, and a contact number. Once we receive this, we will organise a replacement for you.
Important
To be eligible for a replacement:
- Damage must be reported within 24 hours of your delivery being marked as received
- Original packaging must be retained and photographed as proof of transit damage
We are unable to process replacements without both of these. This is not us being difficult - ceramic is fragile, and we need to be able to confirm that damage occurred during delivery rather than after. Once your order is in your hands, it is your responsibility to look after it.
Change of Mind
We do not offer returns or exchanges for change of mind. Our ceramics are fragile, and our team packs every order in a very specific way to ensure pieces arrive safely. Because we cannot guarantee that a returned item would be repacked to the same standard, we are unable to accept returns, not because we do not trust you, but because the risk of damage on the return journey is simply too high for a fragile handmade product.
If you are unsure about a size, glaze, or style before ordering, we are always happy to help. Get in touch before you place your order, and we can point you in the right direction.
Need Help?
Visit our FAQs for more information, or contact us directly. We are always happy to help.
