Terms

ORDER TIMELINE

Our company handcrafts all products within 3 – 4 weeks.
Oftentimes, orders process faster than that but we can’t guarantee a faster processing time.

MADE TO ORDER VS. PRE-MADE

Check a listing carefully to understand if a product is pre-made and ready to ship or if the product is ordered before it’s handmade.
Both are handmade but the pre-made is shipment ready while the made-to-order products take [___ DAYS, ___ WEEKS] to be created for you.

Look for the following image if a product is ready for shipment immediately:

HANDMADE DISCLAIMER

The product(s) you receive might vary slightly from the product picture due to the nature of your product(s) being 100% handmade to order.

CARE INSTRUCTIONS

Even though my work is made with sturdy porcelain/stoneware and most are glazed with dinnerware safe glaze, I would not recommend using them in Microwave ovens or for long term wet food or drink containers. Dishwasher safe

COLOR CHART

Please refer to my palette of my classic glazes when you place your order

CUSTOM ORDERS

We always love creating new products from scratch.
Please contact us for a quote.

Custom orders can have a lengthier processing time.
Ask us for details.

SHIPPING

Our company ships through the following carriers
*  USPS Priority

INTERNATIONAL SHIPPING

We happily support and love our international customers.
We ship all International products through [USPS, UPS, FEDEX, OTHER].

Nela Ceramics is not responsible for duty or brokerage fees for international shipping.
These charges come from your country during importation of your package.

Cost calculations
We do our best to apply fair shipping costs to each order.

* Shipping costs are calculated automatically during checkout.

TIMELINE

Selecting expedited shipping during checkout does not ensure a faster processing time. Your product may still need 3 – 4 weeks to be handmade and ready to ship.

RETURNS

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

Personalized and/or customized goods are exempt from being returned unless the product arrives defective.

Additional non-returnable items:
* Gift cards

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted: (if applicable)
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery

REFUNDS

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

LATE OR MISSING REFUNDS

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [EMAIL ADDRESS]

SALE ITEMS

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

EXCHANGES

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at returns@nelaceramics.com

Shipping

To return your product, you should mail your product to: 10026 SW 144th Pl, Miami Florida 33186.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.