FAQ

I DON’T SEE THE STYLE/COLOR THAT I WANT IN THE SHOP. CAN I PLACE A CUSTOM ORDER?

I enjoy doing custom orders, please understand that custom work can take up to 4 weeks to be made. Please take that into consideration around the holidays as I am unable to make exceptions.

HOW DO I RECEIVE SHOP UPDATES AND SALE NOTIFICATION VIA EMAIL?

You can join our mailing list at the bottom of this page.

WHEN CAN I EXPECT TO RECEIVE MY ORDER?

In-stock items will generally ship within 2-3 business days, but made-to-order pieces can take several weeks. Due to the nature of ceramic work, it's hard to guarantee a ship date. If you need an item by a certain date, be sure you are ordering an "IN STOCK" item. Please feel free to contact me with any questions about this.

Domestic orders usually arrive within one week of shipping; International orders generally take 3-4 weeks.

MY ________ ARRIVED IN A MILLION PIECES! WHAT NOW?!

Contact me within **7 days** if there is a problem with your order. If your order arrives in a million pieces, don't worry, I can help! The sad truth is, USPS is hard on packages. No matter how many layers of bubble wrap I pack in, they always manage to break something now and then. If this happens to you, here's what you do:

1. Immediately photograph the package and the broken piece(s).
2. Contact me ASAP to let me know about the mishap
3. Keep the packaging AND broken pieces on hand (for insurance purposes)
4. Rest assured that a replacement will be on the way just as soon as possible.

DO YOU WHOLESALE?

THERE IS A FLAW, WHY ISN'T THIS CUP THE SAME AS THE ONE I PURCHASED BEFORE? FIX IT...

I do, I go through Faire. You can go through this link.

Please understand that each piece is slightly imperfect from the other. Some may be taller by a tiny amount, some may have an imperfect handle, some may have some rough spots on the animal images. These are not flaws or imperfections, they are notes about being handmade and distinguish each piece from the other. They are lovingly touched by the kiln gods in their own way, just as we are unique.

HOW WILL YOU SHIP MY PRODUCTS?

I will try my best to ship your order out as soon as I can, but rushing leads to mistakes and damage. Minimum wait is one business day, but it could take up to a week to properly pack and ship your order. I will send tracking numbers as soon as they are rendered.

We ship using USPS flat rates with insurance included. For larger quantities we shop the shipping companies for the best price. Shipping overages get returned to you.

Please contact us before you order if you plan to ship internationally for quotes.

HOW DO YOU HANDLE RETURNS?

If you are not satisfied with your purchase, returns are accepted within 14 days after the date of purchase. Shipping costs of return are to be paid by the purchaser. For instructions on how to return an item please email us at lucynilanstudios@gmail.com

Items must be in original condition

Custom work is non-refundable.

If you believe your items have received a damaged item, please email us at lucynilanstudios@gmail.com within 5 days of receipt along with a picture of the damaged item.

All shipping costs (to and from) are non-refundable.