CUSTOMER SERVICE & FAQ


CARE

With proper care, stoneware and porcelain will last a lifetime. All glazes and underglazes are food safe. Tableware pieces are dishwasher, oven, and microwave safe. When using stoneware in the oven, always bring pieces up to temperature to avoid shocking the ware. Over time, raw clay and some glazes may change color as result of being used lovingly in your home - this is natural. Hand wash for best results and to preserve the longevity of your handmade pieces.


ONLINE SHOPPING

Many of the products featured in the shop may be made to order. If a product is not listed “IN STOCK”, please allow 5 weeks lead time plus 5-7 days for packing and shipping.  Contact hello@erinlouiseclancy.com to inquire about your desired item.

SHIPPING for online orders

Online purchases are shipped USPS Priority Mail and include insurance.  You will be notified by email with your tracking information once the package has shipped.  Your order will be processed and shipped within 3-5 business days unless otherwise notified.  Shipping/Handling is a flat fee of $10 plus $5 per each additional item.  International shipping is available upon request.

Free studio pick-up is available for NYC residents.  You will be contacted by email to arrange a convenient pick-up time.  The studio is located in Ridgewood on the Bushwick line nearby to the Halsey L train.

ONLINE REturns

If you are not completely satisfied, returns of online purchases are accepted with email notification within 7 days of receipt for a refund (less the shipping).  Customers are responsible for return shipping. Please use the original packaging, and securely re-tape the ceramics as they were received. A refund to your credit card will be provided once the package has been safely returned.


COMMISSIONS & WHOLESALE

Custom and wholesale orders are invited.  Please keep in mind when ordering and stocking that all work is produced by hand and inherently unique for that reason.  Individual sizes and forms will vary slightly from piece to piece and is a natural part of the process.  Contact hello@erinlouiseclancy.com with information about your specific project to receive a customized quote.

TERMS & CONDITIONS

The production schedule is determined on a first come, first serve basis. Since everything is made to order in a small studio, lead times may vary depending on volume and demand. Unless otherwise specified, orders generally take 6 weeks to complete once production begins. Please allow additional time for large orders or if samples are required. Samples may be produced upon request for a fee. Once a design has been confirmed and production has started, no changes to the order may be made.

Production for wholesale and custom orders will begin upon receipt of a 50% non-refund- able deposit. The remaining balance and cost of shipping is due upon completion of order and prior to shipping. Opening order minimum is $250 with a reorder minimum of $150.

The production schedule is determined on afirst come, first serve basis. Since everything is made to order in a small studio, lead times may vary depending on volume and demand. Unless otherwise specified, orders generally take 6 weeks to complete once production begins. Please allow an additional time for large orders or if samples are required. Samples may be produced upon request for a fee. Once a design has been confirmed and production has started, no changes to the order may be made.

Because all custom and wholesale items produced are made-to-order, refunds are not accepted. Due to the nature of handmade ceramics, slight variations in size, color, and form is to be expected. If for some reason the work is not to your liking, pieces can be returned within 30 days of purchase for store credit at the shipper’s expense. If items arrive broken, please provide photo evidence of the broken shipment as you found it in the box within 7 days of delivery. Replacement pieces will be re-shipped as soon as possible.

Customers are responsible for all shipping costs.  Shipping options will be discussed and included in the final payment. Payment by credit card, check, or PayPal is accepted. Payment of deposit acknowledges the terms outlined. Final payment of balance and shipping is due at time of completion (less the non-refundable deposit).