FAQ
What happens after I placed an order?
You will receive a personal email with an estimate about delivery time, which might vary depending on the size of your order, whether it is in stock or has to be made, and whether there already are many orders before yours. If what you have ordered is in stock, it will normally be sent within 1-3 days.
If it is in process or has to be made, it might take 3-8 weeks, but I do my very best to get it to you as soon as possible!
How long does it take to process an order
Please allow 1-3 working days for your order to be processed. I make every effort to package your order as quickly as possible.
Your order will be sent with Canada Post as a Regular Parcel. Shipping charges for your order will be calculated and displayed at checkout. You can see shipping times here.
I ship all over the world.
Please be aware that the buyer is responsible for shipping costs, import duties and taxes.
What happens if my pottery arrives broken?
Pottery that is damaged upon arrival will be replaced as soon as possible; just take a photo of the broken item and contact me. Fortunately, due to very good packing this issue does not happen very often!
Who is responsible for import taxes?
Buyers are responsible for any customs and import taxes that may apply.
Do you accept returns, exchanges and cancellations?
Yes, I accept them gladly!
Request a cancellation within 24 hours of purchase
Contact me within 7 days of delivery for a return
Ship items back within 21 days of delivery
NB! The buyer is responsible for return shipping costs. If the item is damaged upon return, the buyer is responsible for any loss in value.
Are there any items that cannot be returned or exchanged?
I cannot accept returns for gift cards and custom-made or personalized orders, unless they arrive damaged or defective.
Is a refund is possible, if I am not happy with the pieces?
Yes, it is. Please first send me an email, with a picture of the pieces you received, and the reason you are not happy with them. You can send the pottery back to my studio, at the same address your parcel came from. Please pack as carefully as possible. After receiving the pottery back in the studio, the refund will be transferred back to your credit card or original method of payment within 30 business days.
NB! The buyer is responsible for initial shipping costs AND return shipping costs. If the item is damaged upon return, the buyer is responsible for any loss in value.
What else do I need to know about your pottery?
Since all my products are handmade, each piece is unique and there might be slight differences between each one. Sometimes the bowls might be not totally round due to the high temperature they go through for strength and durability, or the glaze-nuance might vary a bit from piece to piece, and between each fire. The weight can also sometimes vary between the same kind of pieces. I can guarantee that I always choose as similar pieces as possible within one order. But remember, these small differences in shape, color and weight are actually what creates the character and beauty of my pieces, and they emphasize the difference between hand made and industrial factory made products.
How do I take care of the pottery?
All my pottery is made from high quality stoneware clay to make sure it can easily withstand everyday use. All my pottery is microwave and dishwasher safe. The pieces can be heated in the oven, but it is not recommended to bake in them on a regular basis. I recommend avoiding sudden temperature changes.
Is there a possibility to wrap the pottery as a gift?
Since I need to make sure the pottery you ordered arrives safely, it must have a lot of bubble-wrap surrounding it. I am also more than happy to add a handwritten message from you included with the present you bought. Please let me know in the field for messages at check out.
What should I do if I have another question?
Please contact me if you have any problems, questions, challenges or doubts via iben@ibenpottery.ca I am always happy to help!