Policies

Shipping & Delivery

Shipments are processed and sent by USPS (US Postal Service). We will send a confirmation email at time of shipping with a tracking number.  Please note that some of our products are oversized and require extra care to pack. These items are excluded from any free shipping deals or specials.

Once your item has been shipped and left our studio, we no longer assume responsibility for that item. 

We insure all shipments; if you receive broken or damaged product, we will file a claim with the mail carrier for you.  Please call the studio at (616) 682-0730 or email at info@heatherlanepottery.com for further instructions for broken or damaged product.     

Privacy & Security

We have taken many precautions to ensure that shopping at heatherlanepottery.com is safe and secure. We use the industry-standard SSL protocol (Secure Sockets Layer) to ensure that all credit card transactions are secure. The SSL system encrypts information that you submit to us via our website when you place an order. Encryption makes it extremely difficult for anyone to intercept information about you, your order, or your credit card information.

If you place an order through heatherlanepottery.com, we will ask you for your name, e-mail address, billing and shipping address, phone number and credit card information. We use this information to process and fulfill your order and to notify you of your order status. All archived credit card information is maintained in a secure and safe environment. Phone numbers and e-mail addresses are only used to contact you regarding your order, unless you request to receive our e-mail newsletter updates.

Returns

Due to the hand-crafted nature of our products, minor variations are a normal result of the process and should be expected.

Your payment is processed at the time of order; for any cancelation or return requests please call the studio at (616) 682-0730.

Returns of in-stock items will be refunded within 30 days from date of purchase, receipt required. Any items returned must be in their original condition.  A restocking fee may be required for a cancelation or return. We insure all outbound shipments and require insurance on returned goods. Return shipping charges are not refundable.

Custom, personalized, or made-to-order items are not eligible for return.

 

Damaged or Lost Items

First: please take advantage of the tracking information we will email you with every package from USPS and be aware of when your package will be delivered. Second: once you receive your package, please open it IMMEDIATELY and, if it appears damaged, contact us ASAP – (616) 682-0730, info@heatherlanepottery.com – so we may resolve your issue as soon as possible.

Answers to questions about lost or damaged items are posted on our FAQs page.