Shipping & Returns
Order Processing
Each Clay Matter piece is carefully packed by hand from my studio in Brooklyn, New York.
Ready-to-ship orders are typically prepared and shipped within 5–7 business days of purchase, excluding weekends and holidays. Please note that processing time refers to the time required to prepare your order for shipment and is separate from the carrier’s estimated transit time.
Once your order has shipped, you will receive an email containing tracking information.
If an unexpected delay affects your order, I will contact you at the email address provided during checkout.
Shipping
Clay Matter currently ships within the contiguous United States.
Shipping rates are calculated at checkout based on the size and weight of the order, the delivery destination, and available carrier services.
Estimated delivery dates provided at checkout or through tracking are carrier estimates and are not guaranteed. Clay Matter is not responsible for carrier delays caused by weather, service interruptions, holidays, or other circumstances outside my control.
Customers are responsible for providing a complete and accurate shipping address. Please review your address carefully before submitting your order. If you notice an error, contact me as soon as possible at hello@claymatterceramics.com. I cannot guarantee that an address can be changed after an order has entered fulfillment.
Clay Matter is not responsible for orders delivered to an address entered incorrectly by the customer.
Multiple-Piece Orders
When possible, multiple pieces purchased in the same order will be packed and shipped together. Fragile or unusually sized works may need to ship separately for their protection. If an order is divided into multiple shipments, additional tracking information will be provided.
Returns and Exchanges
Due to the one-of-a-kind, fragile nature of the work, all sales are final. Clay Matter does not accept returns or exchanges for change of mind, variations inherent to handmade work, or differences in color caused by screen and lighting settings.
I want you to feel informed before purchasing. Please review all product photographs, dimensions, materials, care information, and descriptions carefully. Questions about a piece are welcome before purchase at hello@claymatterceramics.com.
This policy does not apply when an item arrives damaged, an incorrect item is sent, or the order is otherwise materially different from its listing. Please see the Damaged or Incorrect Orders section below.
Order Cancellations
If you need to request a cancellation, contact hello@claymatterceramics.com as soon as possible.
I will make every effort to accommodate requests received before an order has been packed or shipped, but cancellations are not guaranteed. Once an order has entered fulfillment or shipped, it cannot be canceled.
Damaged Orders
Ceramics are packed with great care, but damage can occasionally occur during transit.
If your order arrives damaged, please contact hello@claymatterceramics.com within 48 hours of delivery and include:
Your name and order number
Clear photographs of the damaged piece
Photographs of the exterior shipping box
Photographs of the interior packaging
A photograph of the shipping label
Please retain the damaged item and all original packaging until the claim has been resolved. The carrier may require these materials when reviewing a claim.
After reviewing the documentation, Clay Matter will offer an appropriate resolution. Because each piece is unique, an exact replacement may not be available. Depending on the circumstances, the resolution may include a refund, a replacement of comparable value when available, or another mutually agreed-upon solution.
Please do not return a damaged item without first contacting me.
Incorrect or Missing Items
Please contact hello@claymatterceramics.comwithin 48 hours of delivery if your package contains an incorrect item or an item is missing. Include your order number and photographs of the items and packaging received so that I can review and correct the issue.
Lost or Stolen Packages
If tracking shows that a package is still in transit beyond its expected delivery date, contact hello@claymatterceramics.com so that I can assist with a carrier inquiry.
If tracking shows an order as delivered but you cannot locate it, please first:
Confirm the shipping address on your order
Check entrances, mailrooms, package lockers, and other secure delivery areas
Ask household members, neighbors, building staff, or a doorman whether the package was accepted
Contact the shipping carrier for additional delivery information
Please then contact me promptly so that I can review the situation with you. Clay Matter cannot guarantee reimbursement or replacement for packages confirmed by the carrier as delivered, but I will make a reasonable effort to assist with available carrier procedures.
Handmade Variation
Every Clay Matter object is formed, finished, glazed, and fired by hand. Subtle variation is an inherent and valued part of the work.
Variations may include slight differences in form, dimensions, glaze tone, surface texture, movement, firing marks, speckling, pinholes, or other evidence of the making and firing process. These characteristics are not considered defects unless the piece has been materially misrepresented in its product listing.
Each listing features photographs of the individual piece being offered. Color may appear slightly different depending on lighting, screen calibration, and device settings.
Contact
Questions about shipping, an existing order, or a particular piece may be sent to: hello@claymatterceramics.com or fill out the form on my Contact Page.