Returns and Exchanges

The world can be a tricky place for ceramic items. While we do our absolute best to package each item with great care, damages do happen. Please follow the following protocol if you receive a damaged item. 

DAMAGES

  • Take photos of packaging (all sides of boxes, including interior)
  • Take photos of the product
  • File a claim on the UPS website 
  • Immediately send an email to info@brushstrokespottery.com with your order number, the issue, and photos
  • Damaged product(s) must be claimed within 72 hours of delivery. If you are giving this as a gift, I highly recommend you open and inspect the item right away. Damage claims after 14 business days will not be subject to a refund or replacement.

     

    RETURNS OR EXCHANGES

    Please inspect items immediately when received. You may return most new, unopened items within 15 days of delivery. Some products/brands are exempt from our return policy - please contact us first.  The shipping you paid for your order is non-refundable. 

    Items must be returned in the quality received. Once Brush Strokes Pottery has received the returned items, we will issue a refund to your card used at checkout.  Please note, refunds will not be issued until we receive the original item(s) and confirm it is in good condition. Customer is responsible for return shipping back to Brush Strokes Pottery.

    If you need to return or exchange an item, simply email us at info@brushstrokespottery.com with your order number and detailed reason for wanting to return/exchange the product. We will then proceed to qualify your request. We'll notify you via e-mail of your refund/exchange once we've received and processed the returned item(s).

     

    REFUNDS

    Once you have received confirmation that you will be receiving a refund, it will take approximately 5 to 7 business days for your refund to be processed. We send all refunds back to your original payment method and the time it takes to receive your money varies by payment method. 

    All orders over 180 days old requesting a refund are eligible for store credit only. If your items are on pre-order or have an extended lead time, you have up to 180 days from the purchase date to receive a refund to the original payment source, otherwise, store credit will be the only method of refund. Store credit is good for 180 days from the date of issue for use.

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    For any other additional questions about shipping, please email us here.