Each piece is individually created by hand from start to finish, thus small variations in form and color are to be expected and embraced as part of what make these pieces so unique. All items are food, microwave, and dishwasher safe, though hand washing is recommended to ensure the longevity of the pieces.
SHIPPING
Ready to Ship items will typically be shipped within 5 business days. All items are ready to ship unless otherwise stated in the description. Pre-order or Made to Order items will ship in 4 weeks, unless otherwise noted in the item description. If your order contains Ready to Ship and Pre-order/Made to Order items, all items will be shipped together.
SHIPPING MATERIALS
All items are shipped PLASTIC FREE with paper tape and biodegradable peanuts. Biodegradable peanuts can be dissolved in water or added to your compost. There will also be a mix of tissue paper, packing paper, corrugated cardboard and paper wadding. No bubble wrap or plastic ever.
RETURNS
The handmade nature of our pieces means some variations will occur but we do our best to match the measurements and images shown on our website. We recommend reading the dimensions and descriptions listed on our website carefully before ordering. No returns are available, except in the unlikely event of damaged items. However, we are happy to offer store credit for the value of the item. You will be responsible for the cost of shipping both ways. We will only accept unused pieces in the original packaging and you will be responsible for the product to arrive undamaged during transport. Please, contact info@btwceramics.com within 5 business days of receiving your order. Items must be in transit within 7 days from receipt of goods to be eligible for exchange or store credit. Due to the nature of our work, we cannot issue refunds at this time. All products must be received in unused, resalable condition with all original packaging to be eligible for for exchange or store credit. Shipping charges for the return and exchange item are the responsibility of the buyer. All sales items are final sale and not eligible for exchange. Store credit cannot be used on sale items.
DAMAGE
It’s unlikely, but damage during shipment occasionally happens. If you receive a damaged item, please reach out to us at info@btwceramics.com, so we can help! We'll provide further instructions and begin the process of getting a replacement piece to you as soon as possible. It is the responsibility of the purchaser to check for damage within five business days of receiving your order. If your order arrives damaged, we'll need photos of the damaged item, as well as the box and shipping label. Unfortunately, we are not able to assist with damages for orders more than five business days after delivery.
IN TRANSIT
Please note once an item leaves our studio, we are not able to access any information beyond what is available on the tracking page. btw Ceramics is not responsible for any lost, stolen or delayed packages and we are unable to offer refunds due to any of these reasons. If your package gets lost in transit, we will do everything we possibly can to assist you. However, we cannot be held responsible for packages once proof of delivery is generated.
