Support
Find more information about orders, shipping, returns, and ceramics care. Contact me at hello@chloekobernuss.com for additional questions. I typically reply within 2 business days.
Help with an Order
Email hello@chloekobernuss.com. The reply comes faster if you include:
- Your order number from the Square receipt
- The name and email used at checkout
- Photos, if something arrived damaged
Damage needs to be reported within 7 days of delivery. Read more about damaged orders under If Something Arrives Broken.
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.
FAQ
Orders
Is the piece in the photo the one I get?
Yes, for one-of-a-kind work. Where a listing is a set or a run, each piece is from the same batch and will vary a little, because every one is made by hand.
How do I pay?
Checkout is securely handled through Square.
A piece is sold. Will there be more?
Most sculpture is made once. Thrown work comes back in new firings, and it is never quite the same. Subscribe to hear when new work goes into the shop.
Can I change or cancel my order?
Write to hello@chloekobernuss.com as soon as you can. If the order has not shipped yet, I can usually change or cancel it.
Care
Is it food safe?
Functional pieces such as tumblers and bowls are glazed on the inside for food and drink. Sculpture and pieces with raw or woodfired surfaces are for display. The listing says which is which. If it does not, ask.
Can it go in the dishwasher?
High-fire stoneware is strong. Hand washing is still kindest to unglazed and atmospheric surfaces. Avoid sudden jumps from cold to hot.
How do I clean a sculpture?
Dust with a soft dry brush or cloth. A damp cloth is fine for stoneware. No soaps or polish on raw or woodfired surfaces.
Commissions & Studio
Do you take commissions?
Sometimes, depending on the kiln schedule. Tell me what you have in mind, the size, and when you need it. Price, deposit, and timing are agreed in writing before I start.