Return Policy

Return Policy

 We hope you love your purchase, but in case you do not, please read below for the return policy & procedures.


Non-Returnable items:

 All pottery is considered Final Sale. If you are completely dissatisfied, please contact me.

All pottery that is purchased during our sale events are Final Sale!


Pottery Flaws or Blemishes 

 We carefully inspect every piece before it ships. If an item has any flaws, it will be clearly photographed and noted in the item description. Please be sure to carefully read before purchasing as all items are final sale. 

Damaged Items

In the unfortunate and rare event that your order arrived in less than perfect condition, damaged items must be reported within 2 days of the arrival of your order.
To file a claim with us please email us at brooklyn@ettabco.com immediately and include the following for claim purposes.
Please provide clear pictures of the:
• outside of the box and of any visible damage to the box
• inside of the package along with the packaging materials
• pottery inside the box
• the damage of the pottery
Please include your first and last name and order number in the email.

The claim process can take time but I assure you we will help get this resolved as quickly as possible. You will need to keep the original box, all packaging materials, and the damaged item for UPS to collect from you, they will bring a call tag with them for your box - this may take a few weeks for them to pickup depending on the time of year. Failure to keep these items for UPS Claim will result in a non-refund unless we tell you to discard it or return it to us. Once the item has been picked up by UPS, please allow up to 12 business days for them to inspect the box and for the item to return to us. As soon as we are in possession of the damaged item, we will issue the refund (minus shipping charges) to your original form of payment. If you would like a replacement for the broken item, we will issue this for you if we have the item still available in inventory. If the item has sold out and we are not able to replace it, we will provide a refund on the item for you to the original form of payment. 

 

Returns

Returns must be pre-approved. If you have a concern with your order upon delivery, please contact me within 2 days. Your order must be returned back to us within 7 days of your confirmed UPS delivery date of receiving the order indicated by your tracking number. Anything returned after 7 days will not be accepted for a refund or gift card. Any return shipping fee is the customer’s responsibility and will not be reimbursed as part of a return. Please use the carrier of your choice but we recommend obtaining a tracking number with your returning box. We ask that you please, if possible, return the items in the original packaging we shipped them in to keep the item(s) as safe as possible as our packaging material molds to each piece. Once your return is received, please allow 3-5 business days for processing.   

   

Shipping Q&A 

Q: When will my order ship?
A: All of our items are in stock unless custom ordered. All dinnerware items are handmade to order and will ship in 6-8 weeks once you place your order. All other orders ship within 7-10 business days. Please be patient during the Holiday times. Your order will be shipped as quickly as possible during these busy times but I appreciate your understanding as I am the sole owner and carefully pack each order for shipping. Once the order has been fulfilled, a tracking number will be sent to your email address that was used at the time of purchase. Please allow time for the tracking number to update with UPS, up to 24 hours.


Q: What carrier will my order will be shipped with?
A: We ship with UPS. Our mission is to provide you with fast shipping at a low rate. At this time, we are only able to ship to residential or business addresses. 

Q: Can I ship to a PO Box?
A: Yes. Please allow up to 7 days for your order to be shipped. 

Q: My order has been delivered but I have not received it. 
A: As soon as your order departs from Etta, we will email a tracking number with the estimated arrival date. Please watch your tracking number for updates to know when to expect your delivery. If you will be away, please notify a family member or friend to gather your delivery once it arrives. If your order has been delivered but you did not receive it, please check with your driver, or local USPS, or UPS Headquarters, as well as neighbors or family members for any information. Once your box has been marked as delivered, it is out of our control. Occasionally orders will be checked as 'delivered' and arrive the following day. Please work with the carrier used for your delivery - USPS or UPS - as soon as possible to retrieve any geographical details of the delivery to be sure it was left at the correct address. We are not responsible for stolen packages or lost deliveries and apologize for the inconvenience. 

 
If you have any additional questions, please reach out to me and I will be glad to help you.
Email: brooklyn@ettabco.com or Call/Text Brooklyn at (662) 539-1321.

For updates on your order, please feel free to call or text me. Please include your name and order number so that I can help you as quickly as possible.