Section 1: Website Policies, Ordering, and Shipping
Has my order shipped / When will my order ship?
All shipping notifications are sent via email. If you have not received a shipping notification email, your order has not shipped. Thank you for your patience! We promise we have not forgotten about your order. We're working diligently to process all orders quickly and safely. You'll receive an email when your order ships.
How do I place an order?
We process all orders through our online store, where you are now! To place an order, simply find a piece of pottery you'd like to purchase, add it to your cart, and check out as you normally would on any other shopping website. Our checkout is secure.
Can I place an order over the phone?
Unfortunately, you can not. All orders are processed through our secure online system to ensure all of your information remains private and secure. Thank you for understanding.
Can you give me a shipping estimate to XYZ zip code?
Unfortunately we cannot. Due to the varied nature of Polish Pottery, shipping priced vary wildly depending on what you would like to purchase. Shipping is calculate at the end of checkout. We do offer discounted shipping on orders over $120!
What are your shipping policies?
We offer $9.75 shipping on orders $120 and over. Orders below $120 are calculated based on weight and destination.
We are not responsible for items delivered to an incorrect address supplied by the sender, so please double check that you provide the correct address.
If you have not received an email with tracking information, your order has not shipped.
Thank you in advance for your patience. We can not guarantee shipment by or on specific dates. When your order ships, you will receive tracking information to your email provided at check out.
What is your order processing time?
All orders are processed and shipped within five (5) business days, Monday-Friday, excluding holidays.
Orders placed after 10am on any given day will not begin their processing time until the following business day. For example, if you place an order on a Tuesday at 11:30am, it will be shipped by the following Tuesday at latest. Please note our average processing time is much faster than that. :)
If for whatever reason orders can not be processed within the normal 5 business day (for example, if we are in Poland) the shipping delay will be posted on our website homepage.
Can you make sure my order ships tomorrow/ before a certain day?
Orders are shipped in the order they are received. We do not "rush" orders, or skip other orders to ship orders by a certain day. Our guarantee is to get your order out within 5 business days, but processing times are typically only 2-3 business days. If you need shipping delayed on your order for any reason we are happy to do so. We cannot guarantee shipment on a specific date (ex "I need my order to ship on May 10th) as there may be unexpected and unavoidable changes in service. However, we will do our best to accommodate requests of this nature.
I selected 2 day shipping, does that mean my order will arrive in 2 days?
Probably not! Shipping times that are calculated at checkout do not include our processing time. Processing time can take up to 5 business days, but our average processing time is 2-3 business days. If the stars align and your order miraculously ships on the same day you place it, it might reach you in two days, but we wouldn't count on that happening.
I don't love my order, can I return it?
Absolutely! Please check our full store policies for more details regarding how to send us a return. However, please note that per our store policies all sale items are final sale.
Section 2: Pottery Questions
What is the difference between Traditional and Unikat?
Unikat patterns have the pattern number stamped on the back, as well as the artist's name who designed the pattern. Unikat patterns typically take much greater amounts of time to paint, are more intricate, and are therefore more expensive. Traditional patterns are any patterns that are not Unikat. They do not have the pattern number stamped on the back.
Can you help me find the pattern number for a piece I have?
Of course! Send us a message on Facebook (Polish Pottery Westlake), or use our contact page (found below) and we will be happy to help. Please note, we only carry Ceramika Artystyczna in large quantities and for that reason can only help find information regarding pieces from that factory. In most cases, but not all, we can provide referrals for where to find information for other factories.
Can you help me find X piece in Y pattern?
We certainly hope so! Feel free to ask and we will do our very best to find exactly what you are looking for :)
Can you hold X item for me?
We are so sorry, but we do not hold items.