Shipping & Returns

Cleaning
For the best care, we recommend hand-washing your pottery. While it is dishwasher safe, the rapid water movement can sometimes cause pieces to shift and bump into each other, leading to hairline cracks or breakage. Additionally, harsh detergents may be tough on the glazes over time.

Storing
To keep your pottery in its best condition, please store it with care. Avoid stacking too many pieces directly on top of each other, as this can cause unnecessary pressure and potential chipping. If stacking is necessary, we suggest placing a soft liner, such as a felt pad or cloth, between pieces to help protect them.

Fridge Friendly
Your pottery is refrigerator-safe, making it perfect for storing leftovers or chilled dishes. However, it is not freezer-safe — extreme cold can cause thermal shock, leading to cracks or breakage.

Baking In Your Etta B
Your pottery is oven-safe, but to ensure longevity, always allow it to warm gradually. Never place cold pottery directly into a hot oven. Instead, place the cold dish in the cold oven and let it warm up with the oven to prevent thermal shock.

Scratches or Utensil Marks
While each piece is very durable, pottery surfaces can develop utensil marks over time. To minimize this, use wooden or silicone utensils instead of metal when serving or cutting. If scratches or utensil marks appear from everyday dining, they can often be gently buffed out with our recommended product of Bar Keeper's Friend. You can find it at your local store or online. To use: Pour a small amount onto the pottery and lightly buff it in according to directions using a soft rag or cloth.

Handmade pottery is not stovetop or open flame safe — direct heat can cause cracking or breakage.

I take great care in inspecting each piece before it is carefully packaged and shipped, ensuring it meets the highest standards of quality. Because each item is handmade and hand-painted, slight variations in shape or design may occur, and I consider this subtle uniqueness part of the charm, not a flaw. If something doesn’t feel right or if you believe I may have missed something, please don’t hesitate to reach out. I’m here to make sure you’re completely satisfied. Simply share a picture, and I’ll do my best to assist you in every way I can.

Please note that pottery purchased during our sale events, signing events, custom-made items, seasonal items, and personalized items are considered Final Sale. If you need help with something, please let me know.

Returns & Damaged Items

If, in the rare case, your item arrives damaged, please notify us within 48 hours of delivery.

Email brooklyn@ettabco.com with your Order Number and clear photos of:

• The outside of the box
  
• The packaging materials inside the box
  
• The broken pottery inside the box
  
• Close-ups of the damage
  

Items damaged during shipping will be replaced when possible. If a replacement is unavailable, another color may be offered or a refund will be issued following carrier claim approval.

If you feel the item you ordered was not what you expected, eligible items may be returned for a refund within 7 days of delivery, minus original shipping charges.

Please contact us prior to returning your item so we can provide return instructions.

• Items must be unused and returned in their original packaging.
  
• Please pack returns carefully using the same materials your order arrived with.
  

Items that are returned and broken due to insufficient packaging will not be refunded.

Final Sale & Custom Items

Custom orders, personalized items, seasonal designs, signing event items, and sale items are final sale and not eligible for return unless defective.

If a custom item arrives defective, please notify us within 48 hours of delivery with photos so we can assist.

Please Note:
Returns are available for items purchased directly from Etta B & Co.
If your pottery was ordered through another retailer, kindly reach out to them for assistance. Should you need further help, please email us!

Did you order the wrong item by mistake or unhappy with the handmade shape, painting, etc? I will be glad to help you.

If you want to make an exchange, please contact me to ensure I can provide an exchange with the item you're wanting as items sell out or become unavailable (seasonal).

Once your exchange has been approved, you may return the item with your chosen carrier (please obtain a tracking number) at your own expense. Once your return is received and has safely arrived back, I will issue the new label to ship your exchanged item to you - the new shipping label cost will be emailed and must be paid before the exchangement will be shipped.

If the new shipping label for your exchange is not paid for within 3 business days, your returned item will be refunded in the form of online store credit and the exchange will be cancelled.

This only applies to orders purchased & shipped from Etta B & Co. If you ordered through another retailer, kindly contact them for help.

Dinnerware items are handmade-to-order and will ship in 4-8 weeks once purchased. This may be subject to change during busy Seasonal Production times. Please contact us with any questions prior to ordering for an estimated turnaround time.

All other items ship within 1-10 business days. Please be patient during Christmas or special online events. Your order will be shipped as quickly as possible during these busy times.

A tracking number will be sent to the 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.

Have questions or need further assistance? Please reach out to me at brooklyn@ettabco.com

For rush shipping, please send us an email or message us from the Chat Box so that we can help!

Yes. Simply fill out your PO Box information at checkout.

Please keep in mind that our local post office has limited business hours (small town!) and this may result in a shipping delay.

For faster service, we suggest shipping to a residential or business address for UPS Delivery.

We will email a tracking number with the estimated arrival date as soon as your order is shipped. 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 carrier as well as neighbors or family members for any information. Sometimes boxes are delivered in different places depending on the driver so please check around your home to see if it was left in a different area. Once your box has been marked as delivered, it is out of our control and I sincerely apologize. Occasionally orders will be checked as 'delivered' but arrive the following day. Please work with the carrier used for your delivery 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 in the rare case your item arrives damaged, please report it to us within 48 hours of receipt with your order number. We will replace any item that was damaged during shipping. Should the item be out of stock, we will work with you on a special order or provide a refund.

If your pottery was purchased through another Etta B retailer, kindly reach out to them for assistance. Should you still need help, you may provide a picture of your receipt clearly showing where the piece was purchased, the purchase date, and the item bought. Please include as much detail as possible along with any pictures of the damaged or defective item.