Return Policy

We want you to be happy with your Polish Pottery purchase from The Polish Pottery Outlet.

It is important to keep in mind that Polish Pottery is hand-made and hand decorated. Variations may exist in the same pattern. If you are attempting to match a particular pattern or item, please contact us first and we will send photographs of the current inventory of the items you are interested in for your acceptance prior to ordering. Please do not hesitate to contact us with any questions regarding your upcoming order.

Likewise, similar items vary in size by the manufacturer. For instance, a salad plate from Manufaktura measures 8.5 inches in diameter, whereas a salad plate from Zaklady measures slightly less than 9.5 inches. It is your responsibility to make sure you are matching the size and pattern of the items you currently possess prior to ordering.

Upon receiving your order, we expend time and materials to prepare your items for shipping.

Shipping is not free, but from time to time we offer “free shipping” as an incentive to order. If you decide to return an item for any other reason than an error in shipping or manufacturer’s defect (a variation in color or pattern is not a manufacturer’s defect), you will be responsible for not only the return shipping charges, but the charges incurred in shipping to you and a 10% restocking fee.

Likewise, if you refuse the delivery of a shipment for any reason, you are responsible for all shipping charges associated with the delivery attempt, the charges for the return of the package, and a 10% restocking fee.

We incur shipping charges once your order leaves the store, which in most cases, is the day of your order. Therefore, it is important that you notify us immediately if you decide to change your order or change your mind about the order, prior to its departure. Once shipped, any changes to the order become your responsibility as are any associated charges.

Upon receipt of your package please inspect all products for damage due to shipping. We allow 14 days from receipt for you to notify us of breakage or your dissatisfaction with the items. In the event of damage during shipping, please refer to the Damages section below for the claim procedure to follow.

Notify us by sending an email to support@polishpotteryheaven.com with “Return Request” in the subject line. Inform us of your intent to return the unsatisfactory items. Include your order number and customer information in the return request.

We will send you a Return Authorization and the shipping information for your return. Return packages must be sent pre-paid directly to the provided shipping address. You are responsible for all shipping charges incurred in returning your items. Returns must arrive in new and salable condition, with all original materials and packing.

We are not responsible for lost, stolen or damaged packages during the return process. Once a return has been received, inspected, and determined to be in good condition, we will refund the full price of the items excluding shipping and a 10% restocking fee. Full refunds (including shipping and handling) are issued only if the error is a result of an error made in order fulfillment or a manufacturers defect. You will be notified by email with a refund confirmation along with the refund amount.

By placing your order with thepolishpotteryoutlet.com, polishpotteryoutlet.com, or polishpottery heaven.com you acknowledge that you understand and agree to our refund policy.

Cancellation Policy

You may cancel your order anytime prior to shipping. We will give a full refund for your order if you contact us before it leaves the store. Please contact us immediately to make changes to or cancel your order. You must provide your order number either directly by phone or using the email address used to place the order prior to the order pick up.

If we are unable to make the change request or cancellation, your shipment may be returned to us subject to the terms of our Return Policy. Shipping and handling charges are non-refundable.

Out of Stock Items

Inventory fluctuates hourly at our outlet store based on internet, phone and walk-in orders. All orders are filled in the order in which they are received. Please feel free to contact us regarding the availability of items and stock quantities. We will be happy to hold items during the course of one business day while you complete the ordering process.

If you hold items in a shopping cart for an extended period of time, you may experience that item being sold and out of stock prior to your finalizing the transaction. You will be notified by phone or email of the missing item and given the option of substitution or a refund.

If your item is temporarily out of stock, we will contact you by telephone or e-mail. After refunding your purchase price, you may choose to have us put your order on a wish list for future notification.

Keep in mind that all pieces are hand made and shipped from Poland. The process may take more than 6 months depending on the timing of our orders. We will be happy to attempt to inform you of the receipt of your chosen item upon its arrival. We will ship any backordered item(s) immediately upon receipt from the manufacturer following the finalization of the transaction.

Damages

We take great care in packaging your order for shipping. Rarely do damages occur in shipping.

However, should your package arrive damaged due to shipper mishandling, please retain all shipping materials – in the condition they are received. They will be needed for inspection in filing a claim with the shipper. Notify us by telephone (303-789-0100) or email (support@polishpotteryheaven.com) immediately and attach pictures of the damage, if possible.  We will be happy to file a claim with the shipper on your behalf.

Manufacturer Defects

Polish Pottery is handmade and decorated by the artist. Each piece is unique. Slight variances in color or pattern may occur. These do not constitute defects.

However, strict attention is paid to the inspection of the quality in the end product. Occasionally, a defect may slip through the inspection process unnoticed.

If upon receipt, during your inspection, you detect a flaw in a piece of your pottery due to workmanship, please notify us immediately by phone or email.  Please include your order number, item number (if known), customer information, and a description of the problem. Your satisfaction is important to us and we will be happy to replace or exchange any defective item with another like item or any item of equal value in our inventory.