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 one, your order is still being processed. We work diligently to ensure every order is packed safely.
How do I place an order? You can place a secure order through our online store by adding items to your cart and checking out, or you can call us to place an order over the phone.
What do I do if a piece arrives broken? You must notify us within 2 days of delivery. To file a shipping claim, we require your name, order number, and four specific photos:
- The broken item.
- The packing materials.
- The inside of the box as received.
- The exterior of the box.
Note: Please keep all broken pottery and materials for 2 weeks. Shipping costs are non-refundable even if an item arrives broken.
How much is shipping to my location? Shipping rates for the continental US depend on the order value. Shipping for Alaska, Hawaii, and international orders is calculated at checkout.
Why don't you offer free shipping? To keep our pottery prices competitive and transparent, we charge for shipping rather than hiding those costs in the price of the item. Our rates are designed only to cover the actual cost of fully insured shipping.
What is your order processing time? Our average processing time is 2–3 business days, with all orders typically shipping within 5 business days (Monday–Friday). Orders placed after 10 AM begin their processing time the following business day. Note: During the holiday season or major sale events, please allow for additional processing and shipping time due to high volume.
Can I rush my order or cancel it? We ship orders in the order they are received and do not offer "rush" services. Once placed, orders cannot be altered or cancelled. If we can stop a shipment within a very short window, a 5% cancellation fee applies to cover non-refundable transaction fees.
Can I return an item if I don’t love it? Yes, regular-priced items can be returned within 10 days of delivery. Items must be unused with all original stickers attached. Items discounted 40% or more are final sale and cannot be returned.
Section 2: Pottery Questions
What is the difference between Traditional and Unikat patterns? Unikat patterns are more intricate, take longer to paint, and are more expensive; they feature a pattern number and the designer's name stamped on the back. Traditional patterns do not have a pattern number stamped on the back.
Why does my piece look slightly different than the photo? Polish Pottery is hand-painted, so slight variations in color saturation and brushwork are normal. If you are concerned about a specific piece, contact us before shipping and we are happy to send a photo of the actual item in stock.
Can you help me find a specific pattern number or piece? Absolutely! We specialize in Ceramika Artystyczna and can help you identify pattern numbers or find specific items you are looking for. Contact us through our website or on Facebook at Polish Pottery Westlake.
Can you hold an item for me? We are sorry, but we do not hold items.
