FAQs & Policy

*Please thoroughly read the product details and FAQs pages before making your purchase*

 

OUR PRODUCTS 

Each product has images that show multiple quantities in one image. Please noted each listing is sold as quantity of ONE unless stated otherwise. 

How are your products made?
All of our ceramics are handbuilt and hand thrown. As with anything handmade, variations in size, shape, color and glaze consistency will occur. Each piece is one of a kind. (Handmade products are not for everyone)

Are your products dishwasher and microwave safe?
Most of our products are dishwasher and microwave safe with the few EXCEPTION*.

Though our ceramics are dishwasher safe, we recommend hand washing to keep the pieces in the best condition possible. Always use nonabrasive detergents.

For microwave use, the same precautions are taken as when using an oven, always remove pieces with care, as they will be hot and will remain hot for a while. To avoid temperature shock, gradual heating and cooling is recommended. (do not place cold or freezing ceramics into a microwave or hot oven).

*Gold & Opal Luster Products
Food Safe / NOT microwave safe / NOT dishwasher safe
Care Instruction: Hand wash only / Use Nonabrasive detergents / Avoid scrubbing on Gold or Luster surface / Treat your piece with care to keep it in the best condition possible

Do your mugs get hot with hot beverages?
Yes, like any ceramics, our mugs do get hot after they are microwaved or filled with hot beverages.

If I buy two mugs, will they be the same size?
They will be similar in size. with the handmade nature, they will not be identical in size.

Can you share information on your making process (ie: Technique, glazes, glaze brands, clay...etc)?
We are self-taught potters. We enjoy researching and learning the making process. We’ve come up with our brand style / techniques from years of designing, testing and learning from trial and error. Therefore, we do not give out our making process but encourage people to do their own research.

Sprinkle Collection:
The sprinkle glaze is a brush on glaze. Due to the size of the crystal chips,  some can be much larger than the other. The larger chips will run more than the smaller chips, which will have a more organic dripping  appearance.  Some pieces will have more drips/runs than others.

 

SHIPPING

How long does it take for you to ship out the order?
All orders will be ship within 5 business days. Currently on Tuesdays and Thursdays.

Do you ship internationally?
Yes.
For international shipping, we charge ONLY the product and shipping cost. Additional duties, taxes and customs fees might applied. USPS International Mail takes between 7-21 business days to arrive. Delivery dates or times are not guarantee. At times, packages may be held in custom longer than usual.

How much does shipping cost?
Shipping cost is calculated based on the weight of the package and destination from origin.

What if I put an incorrect shipping address?
If you have not received a shipping notification email, that means the package has not shipped out yet, please send us an email at info@willowvane.com as soon as possible with your name, order number and the correct address. If your package is shipped, we will not be responsible for orders that are shipped to incorrect addresses.

Is shipping fee refundable?
All shipping and return shipping fees are non-refundable.

My package marked delivered, but I have not receive the package.
Please contact your local post office to see if they have any information on your package. If you suspect mail theft, please file a report with USPS asap. Please note we are not responsible for packages that are marked as delivered. 

My package is stuck in transit.
If your package is stuck in transit, please let us know and we will file a search request with USPS. If the problem is not resolved, we will file a package missing report. Please note that shipping fee is non-refundable.

Why is shipping fee not refundable if the package is insured?
In cases where we have to file a claim with USPS. They only offer the product value but not the shipping fee. Therefore, shipping fee is non-refundable.

Please noted that during the holidays and with COVID, there will be a possibility of delays and complications. We encourage you to be patient with this process. Please feel free to contact us if you have any questions and we will do our best to assist. Unfortunately, we can not offer refund on orders that are delayed.

 

ORDERS & SALES

Do you accept returns or exchanges?
No. All sales are final. Please thoroughly read the product details and FAQs pages before making your purchase. However, if you are unhappy with your purchase, please contact us and we will try out best to accommodate you. Shipping and return shipping costs are non-refundable. Restocking fee will apply if returns are accepted. We do not offer exchanges.

What if my order arrive broken?
We properly package our products to avoid breakage. If an item should arrive broken by the shipping process, please contact us within 2 days of receipt with a photo to arrange for a replacement. Please hold on to the broken products until the postal insurance is processed.

I placed an order but I didn't receive an order confirmation email.
All order confirmation emails are sent out automatically. If you didn't receive one, it means the email was undeliverable, please send us an email at info@willowvane.com with a different email address and provide your name, email and shipping address to confirm your order.

Do you do wholesale?
No, we currently are not accepting new wholesale accounts due to our busy production schedule and limited studio capacity.

Do you reserve, hold items or accept preorders?
Due to the amount of requests, we no longer reserve, hold items or accept preorders. We want to be fair to everyone who is interested in purchasing on a first come first serve basis.

Do you offer custom orders?
No, we currently do not offer custom orders. 

When do you restock?
We currently do not have a set restock schedule. The fastest way to receive news on restocked merchandise is to sign up for our newsletter or follow us on instagram.

A collection is out of stock, when will you restock?
We focus on producing one collection at a time.  If the collection is on the website, even if it's sold out, we will still be making more items within that collection.

I saw some products on your Instagram/Facebook but not on your website, can I still purchase it?
If they are not on the site, they are currently not available to purchase. All items available to purchase are online. Please stay tuned for the next restock.

Do you sell anywhere else other than online, like in any stores?
We currently only sell online. On some occasions, our items will be sold at selective stores. We also sell at markets or popups which will be listed online/instagram/facebook.

Can I purchase directly from you instead of online?
No, we do not offer in person purchases due to schedule constraints, unless at markets or popup events.