Pottery By Helene's Policies
I accept returns and exchanges LEASE CONTACT US within 5-days of receipt to notify us of a return. Notification is required. Returns must be received back within 10-days of delivery, unused, and in good condition. I combine shipping and always refund any shipping overcharge
We accept PayPal. MasterCard, Visa and Discover. Credit card payment can be made through PayPal, and you get all the protection a normal purchase with a credit card will give you, plus the security of the PayPal double blind method of payment information. SALES TAX Other local, state, or country taxes along with fees charged with Custom's processing are the the responsibility of the recipient. These are destination taxes that are not included in our pricing.
SHIPPING DAMAGES ◄ Please contact us immediately with photos of the damaged pottery and packaging. Please retain the damaged item(s) and packaging while a claim is processed through our carrier. It may be necessary to present both the item(s) and packaging at your local post office as evidence of the claim. We will work with you on a replacement, shop credit, or refund. LOST PACKAGES - Please contact us within 5-days of the expected delivery date if a package is not received. We will work with you to help locate it. If lost, we will require you fill out an affidavit for submission to the post office. PROCESSING & SHIPPING TIMES We ship in 1-3 business days (excluding holidays). We ship USPS First Class, USPS Priority.or UPS. You will receive an email confirmation when your order has shipped. All shipping charges are non-refundable. All orders are shipped either via the United States Postal Service or United Parcel Service. Please note: UPS does not ship to P.O. Boxes. DOMESTIC SHIPPING • USPS (3-7 business days) • USPS Priority Mail (2-3 business days) • UPS Next Day Air Saver (Next business day) INTERNATIONAL SHIPPING • Request cost of shipping to your location via contact button • USPS International (2-4 weeks or more, depending on customs processes. Does not include tracking, insurance, or the cost of tariffs or customs) • USPS Priority Mail International (6-10 business days) ***Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer's responsibility and must be paid at the time of delivery. To remain ethical in our business practices, we cannot mark international shipments as "gifts" unless they are indeed gifts and are noted as so in the “notes to seller” box. Thank you for your understanding with this. INSURANCE The cost of insurance is included in the shipping for items over $100. LOST/DAMAGED BY POST OFFICE We are not responsible for any errors made by the Post Office. However, if your package has not been received within 3 weeks of receiving your shipping notification email (6 weeks for international), please contact us via Etsy message and we will look into your order details and can assist you in getting it straightened out with UPS. Thank you for your understanding with this. I always insure and if the post office is at fault I have been able to fully refund thus far. RETURNED MAIL All items will be shipped to the address provided by Etsy. If a package is returned because the address provided to us via Etsy was not correct, we are not responsible for the cost of re-shipping. We will contact the buyer for the correct address, and the buyer will need to re-pay shipping and handling costs before we will send the package again. If item is returned and in good condition a full reimbursement on item, but not the shipping. REFUSED/UNCLAIMED MAIL If delivery is refused by recipient or package is unclaimed for any reason, the order will not be refunded unless the package returns to PotterybyHelene. If the package does return in new condition, a refund will be applied for the cost of the items only.
Refund & Exchange Policy
Returns and exchange details CANCELS - Please contact us quickly to cancel an order as we ship same or next business day on ready-made orders. We will provide a full refund on ready-made pottery when cancelled prior to shipping. Please see our return policy for orders sent prior to a cancellation notice. Sorry, we cannot provide a full refund on custom orders cancelled once the item is in process. RETURNS - PLEASE CONTACT US within 5-days of receipt to notify us of a return. Notification is required. Returns must be received back within 10-days of delivery, unused, and in good condition. Please carefully repack. There is no restocking fee on a first return by a buyer. There is a $2 processing and restocking fee on subsequent returns by the same buyer. Return shipping is the buyer's responsibility and non-refundable. Shipping if fully refunded if item is faulty or broken, if item is in good condition shipping is not refundable. All refunds are for merchandise only less the processing and restocking fee if applied. Sorry, we do not accept returns on custom orders.