Refund policy
Order Cancellations
If you need to cancel your order, please email hello@rachelvoelkelpottery.com as soon as possible. If it has not shipped, we can cancel and refund your order.
Exchanges and Returns
We want you to absolutely love your original Rachel Voelkel Pottery!
Because most pieces are one of a kind, we do not offer exchanges. If you would like a different item, please return your piece for a refund and pick out another one from the shop.
If you are not completely satisfied with your purchase, we accept returns within 10 days of delivery. Email hello@rachelvoelkelpottery.com with your order number to initiate the process.
Return Details
- The purchase price and applicable taxes will be refunded, minus original shipping fees.
- The purchaser is responsible for all return postage costs.
- We highly recommend purchasing shipping insurance for your return. Rachel Voelkel Pottery is not responsible for items damaged during return transit. If a returned item arrives damaged, it is the shipper’s responsibility to file a claim with the carrier. We will gladly assist by providing photo proof of the damage.
- Shipping fees apply to new items.
Damages
Please inspect your order as soon as it arrives. If a piece is damaged during transit, please email us within 5 days of delivery with photos of both the damaged item and the shipping box. We strongly advise keeping all original packaging until the insurance claim has been officially accepted.
Because most of our pottery pieces are one of a kind, an identical replacement is usually not possible. In the event of damage, we offer a choice between a full refund (including shipping) or a store credit to apply toward another piece.
Exceptions and non-returnable items
Please note that the following items are final sale and cannot be returned:
- Custom or commissioned pieces
- Sale items
Understanding Handmade Variations
Because every piece is crafted by hand, small variations in glaze, color, size, and texture are natural characteristics—not flaws. While our product photos show the exact piece you are purchasing, colors may appear slightly different in person due to variations in digital screens and lighting.
Refunds
Once your order is received and verified, you will be notified if the refund is approved. Once approved, your original payment method will be refunded the purchase price and applicable taxes, minus original shipping fees. Your bank may take a few extra days to post it. If you don’t see it within 14 days, contact us at hello@rachelvoelkelpottery.com.
Have Questions? Contact Us
If you are unsure whether a specific item qualifies for a return, please reach out before purchasing—we are happy to help! To cancel an order, start a return, ask about a return or report a damaged piece, email hello@rachelvoelkelpottery.com.