Shipping & Return Policy – MuddyHeart
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HOLIDAY TIMES Order by Dec. 5th for Christmas Delivery ˗ ˏ ˋ ★ˎˊ ˗

Shipping & Return Policy

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

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 our website

***Please note that only items indicated as IN STOCK / READY TO SHIP will ship 3-5 days after placing the order.  Every item will have a specific lead time on the description/cart .  Should you still have any questions about the time it will take to receive your order feel free to contact me hello@muddyheart.com


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. Orders over $200 receive free shipping * oversize changes for large items may apply


SHIPPING TIME FOR " IN-STOCK ITEMS"

US orders: will ship within 2-5 days of placing your order


Grouping Orders/ Combined Shipping
I will pack multiple items together to save you shipping costs

 

RETURNS & EXCHANGES

I gladly accept returns and cancellations for store credit

 *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 considered on an individual basis within 5 days of receipt on new unused/undamaged items . Please note that you are responsible for the shipping costs associated to return the item to me / shipping fees are non-refundable

**A restocking fee of 20% will apply to all exchange/return requests

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 

 

 

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