I want you to feel at ease in my shop and know that your experience will be a fantastic one!
If you have any questions or if you would like to inquire about a special order or custom design, please contact me at
hello@muddyheart.com
SHIPPING TIMES
My work is made to order, this means I start to create your piece/s 24 hrs after you have placed your order.
Pottery can take anywhere between 2-8 weeks to create, most of this time is spent in the drying process which is crucial to avoid pieces from cracking/exploding in the kiln. Weather, high volume of orders and holiday times can also affect the time it takes to ship your pieces.
Waiting isn't fun but receiving a one of a kind piece made just for you is totally worth the wait!!
I offer an estimated ship-by date on each listing and will be updating you in case of any delays.
If you would like a more approximate ship-by date feel free to contact me via email
hello@muddyheart.com , via social media or our contact us page in my website
SHIPPING ISSUES
Your order is very carefully packaged to arrive safely, in case of loss or damage they're also fully insured for a replacement
What if my order is Lost or arrives damaged?
Your shipping fee includes full replacement insurance in case of loss or damage ***(please keep in mind that insurance coverage is time sensitive so don't delay in letting me know or I may not be able to offer you a replacement)
hello@muddyheart.com
In case your package is lost: please contact me ASAP to attempt a package search and proceed to submit the claim for a replacement to be sent to you- the insurance coverage expires 31 days after shipping your item
In case your item/s arrived damaged: make sure to take photos of the item/s + the box and contact me ASAP - the insurance coverage expires 31 days after shipping your item
SHIPPING RATES
The shipping rates are based on weight, package dimensions, insurance and delivery locations
Grouping Orders/ Combined Shipping : I will pack multiple items together to save you shipping costs
SHIPPING TIME FOR " IN-STOCK ITEMS"
In stock orders: will ship within 2-5 days of placing your order
RETURNS & EXCHANGES
I gladly accept returns for store credit or exchanges
*Request a full refund cancellation within: 24 hours of purchase
Should you need to cancel an order please notify me ASAP. I begin making your piece 24 hrs after the order is placed and if I receive your cancellation past this time your cancellation will only qualify for a store credit
In case you're not 100% happy with your purchase, I do offer returns and exchanges for a replacement/store credit only on new unused/undamaged items.
Please contact me within 5 days of receipt to begin the return process.
Note that you are responsible for the shipping costs associated to return the item to me / any shipping fees are non-refundable
**A restocking fee of 25% will apply to all exchange/return requests (this free covers the initial shipping & handling costs & a very small portion of the material cost to make your item)
The following items can't be returned or exchanged
Because of the nature of these items, unless they arrive damaged or defective, I can't accept returns for:
- Custom or personalized orders (unless it was a mistake made by me)
- Items on sale/seconds
