Shipping & Returns

Every piece leaves the studio wrapped by my own hands. Stoneware is tough once it has been through the fire, but a parcel truck is tougher, so I pack for the worst day it could have.

Packing Time

Orders ship within 3 to 5 business days. Some weeks the kiln and the studio run long, and it takes a little more time. If your order will be late, I will write to you.

Rates & Delivery

Shipping is added at checkout, before you pay. Tax is added there too. Once a parcel is on its way, most deliveries in the United States take 2 to 7 business days.

I write with tracking when your order ships. Please check that your shipping address is complete at checkout. A parcel sent to a wrong address can take weeks to come back to me.

Outside the United States

For an address outside the United States, write to me before you order. I will find a carrier and a price for you. Duties and import taxes are set by your country and are paid by you when the parcel arrives.

How Pieces Are Packed

Each piece is wrapped on its own, then boxed with space and padding on every side.

Open the box over a table, not the floor. Small pieces sometimes hide inside the wrap.

If Something Arrives Broken

It does not happen often, but clay is clay. If a piece arrives damaged, email hello@chloekobernuss.com within 7 days of delivery. Please keep the box and the packing, and send:

Your order number, or the name and email on the order
Photos of the piece where it is damaged
Photos of the box and packing, inside and out

I will work with you on a repair, a replacement, or a refund. Most work is one of a kind, so a replacement is not always possible.

Returns

Each piece is made by hand, and most exist only once. Because of this, sales are final, except for damage in transit or where the law requires otherwise. Small differences in form, glaze, color, and size are part of handmade work and are not defects.

If something is not right with your order, write to me anyway. I would rather hear about it.

Lost or Late Parcels

If tracking has not moved for a week, or it says delivered and nothing is there, check with neighbors and your building first. Then contact me and I will open a claim with the carrier.