Frequently asked questions

Natural variations:


Since all our products are handmade, there might be slight variation. Sometimes the bowls might not be perfectly round , or the glaze-nuance might vary a bit from piece to piece, between each firing. The weight can also sometimes vary between the same kinds of pieces. However, we do guarantee you of selecting as similar pieces as possible within one order. But then, these small differences in shape, color and weight is actually what creates the character and beauty, and emphasize the difference between handmade and industrial factory made products.




Colors


The colors shown in the photos on this website are representational only. Actual colors on finished pieces could be a tone different from colors displayed. Our ceramics is fired in a gas kiln. There is temperature variation within the kiln, [base being cooler than the top] some glazes are temperature sensitive, and the placement of the item in the kiln will affect the shade. Also do note that your monitor setting can also affect the color on your screen. If you need any further clarification, please contact us before ordering.




Care instructions


All our pottery is made from very high quality stoneware clay to make sure they can easily withstand everyday use. All our 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.




Gift wrapping and packaging:


Since we need to make sure the pottery you ordered arrives safe, it must have multiple layers of packing material. This is the reason why it is very difficult to gift wrap your pottery. However, we are more than happy to add a handwritten message from you included with the present you bought. Please let us know in the field for messages at check out.




Backorders:


We have a large range of sizes, colors and patterns available in our ceramics collections. As each piece is made by hand from scratch, it's not always possible for us to have each available option in stock, however we can always make your favorite piece especially for you! If an item is placed on backorder you will be notified when you add the item to your shopping cart.




Custom Orders:


We do accept custom orders, however remember about the variation that handmade products tend to have. Please contact us with any questions you may have as to pricing, shipping, etc. Custom order sales are final and there are no refunds or exchanges.




Turnaround time for backorders is generally around 4-6 weeks + delivery,


however if you need your order sooner for a special occasion, please get in touch with us and we will try our best to accommodate your request. Please note: if an item in your order is placed on backorder, we do not send your other item(s) until the order is complete.




Shipping costs


Shipping in the United States of America is FREE. For International Orders, we have a flat rate calculated.




Shipping


Once full payment has been received for your order, items will ship within 1-3 business days (unless the item(s) you are after is placed on backorder, of which you will be notified during checkout. To ensure safe delivery, all orders have a tracking number and may require a signature on delivery. You will receive a notification by email with a tracking number once your order is dispatched. Delivery usually takes 2-5 business days from shipment date to arrive.




Shipping Costs


All prices include shipping insurance for safe delivery. In case of international orders, Please note that import duties and taxes are not included in the shipping price. Often customs and/or import duties are charged once a delivery reaches its international destination. Any such fees must be paid by the person receiving the parcel. Unfortunately we have no control over these charges and cannot inform you what the cost may be, as customs policies and import duties vary widely from country to country. If in doubt, we recommend contacting your local customs office for information before ordering.




International Orders


YES! We ship worldwide!




Delivery


Please ensure that the delivery details entered during checkout are correct. We cannot be responsible for orders delivered to an incorrect address provided to us by you. Shipping charges will apply for orders that have to be re-sent due to incorrect details provided to us. You will receive a tracking number from us once your order is on the way. It is your responsibility to ensure you will be able to receive the parcel. If a parcel cannot be delivered and has to be returned to us, re-delivery charges will apply.

If you have any queries or concerns regarding the delivery of your order, please do not hesitate to get in touch.




Returns Policy


Are you a little nervous purchasing online? What if the item you ordered is not what you expected? There is no need to worry. We do our very best to capture & showcase each piece at their true beauty, through close-up photos and accurate descriptions of color, materials and sizes. However, real life touch & feel can be hard to replace and we want you to love our ceramics as much as we do!

That’s why we offer our customers a no worries refund service*.
(*Excludes our Custom Orders and International Orders)

If you are not entirely satisfied with the goods purchased, for whatever reason, you can return them to us for a refund or exchange ~ your choice*! All we ask is that you inform us by email within 5 days of receiving the item and return the items within 10 working days from the date you originally received the order.

Simply return the item(s) to the address below, in unused condition and in the original, undamaged packaging (or packaging of the same quality) and we will organize a refund or exchange. Refunds will not include the original postage & handling costs. Please keep in mind that until the goods are received by us in undamaged condition, the responsibility of the goods remains with you. We therefore recommend sending all goods via Registered & Insured Post, to ensure the goods can be traced and are insured whilst in transit.

Please allow up to 5 working days from receipt by us of your returned goods for your refund to be processed. We will normally refund you using the same payment method that you used to purchase the goods. Please note that return postage costs are the buyer’s responsibility and will be refunded only if goods are faulty or an error has been made on our part.

Items should be returned to;
The Urban Kiln

11624 Timberton Ct,

Glen Allen, VA 23060




Damaged Goods


We take great care in packaging the ceramics as safely as possible. Each piece is carefully wrapped and surrounded in a comfy bed of eco-friendly void-fill. In the unfortunate event where goods arrive damaged and/or faulty, please contact us within 24 hours of the receipt of the goods.




Questions?


Please get in touch with us! We are here to help.





©2019 by The Urban Kiln