Store Policy
Shipping:
As we are a made to order business, shipment roughly takes 7-14 days depending on the hand made item/s you choose. Longer wait times are normal if you have ordered a full set or collection. Once your package ships we'll send you a notification via email. If you ordered something that is time-sensitive, please email us and we'll let you know what's immediately available or move your order up the line to make a Birthday/Holiday deadline.
International Shipment: Any shipments outside of the USA are final sale and any additional duty fees are not covered in your order. If your order arrives damaged, we will refund your order as we cannot guarantee a replacement.
Sizes & Color: Every piece is made by artisan hands and you can expect variation in size and color. We inspect and choose each piece with you in mind. We celebrate natural variations that make our pieces one-of-a-kind. If you find a small drip, or finger print from us just remember that we are not a machine and we love that. No two pieces will be the same. That’s handmade.
Stolen Packages: Once your order has shipped you’ll receive an email notification with a tracking number. Be sure to keep an eye out for it. We are not responsible for stolen packages.
Damage: If you received your package and something broke on the way, please take a photo and email us within 14 days to hi@potterysun.com we are happy to send a replacement. After 14 days we cannot honor a replacement or file a claim for you. We package everything meticulously and with great care. Things do break from time to time and it’s a heartbreak for you and for us. We’ll work with you on a replacement.
Exchanges: We will accept exchanges within 30 days.
Cancelling an Order: You may cancel an order before 24 hours, or if your order has taken longer than our normal wait time. After 24 hours you may not cancel as we have already started to make your order.
Return Policy: We are so proud to say that our return rate is so rare but if you do wish to return we are happy to take it back within 30 days. We do not provide pre-paid return labels. Please email us for instructions. We’ll issue a refund (minus the shipping cost to and from you) once we receive it back. If the piece comes back damaged or lost, you’ve forfeited your refund so please pack it with the original materials and with care.
Warmly,
