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Returns & Exchanges

Pottery Products

What is your return/exchange policy?

If you are not 100% satisfied with your order, we will happily process an exchange or return within 30 days of purchase. Please email us at info@rookwood.com with your original packing slip for refund/exchange. One of our customer service team members will be in touch with you within 48 hours to assist!

Unless your product is broken (more on that below) you will be responsible for paying the cost of shipping to return/exchange your item as well as getting the breakable items back to us safely. If you’re worried about your packaging skills, bring your returns to a trusted shipper to package for you. We are unable to issue refunds for items that are returned to us in anything less than like-new condition. If you live in the Cincinnati area, you can also return in-store at any of our retail locations.

Refunds will be issued only after your returns are received to our Factory & Design Studio. The cost of shipping is non-refundable and refunds will be issued in the original form of payment, within 5-7 business days.

Please note:
Products with charitable give-backs, third-party products, discontinued products, sale items, pre-orders, pre-sales, and web specials cannot be returned or exchanged and are final sale.

Gift Cards are not eligible to be returned for refund or cash. Redemption is accepted at all physical store locations, and Gift Cards do not expire.

Items not purchased on rookwood.com or directly through our retail locations, we unfortunately we will not be able to process a return or exchange. Please contact the original retailer where the item was purchased for accommodation.

What if I don’t have the original receipt?

If you do not have your original receipt, we can process an exchange or store credit for the current retail price.

Please note: products with charitable give-backs, third-party products, discontinued products, sale items, pre-orders, pre-sales, and web specials cannot be returned or exchanged and are final sale.

What if my purchase arrived broken?

Please take a few photos of the broken items and the packaging it came in as soon as you can after opening and send an e-mail to info@rookwood.com to let us know what items have arrived broken. If you received a damaged item, we will supply you with a pre-paid shipping label to mail your return.

Refunds will be issued only after your returns are received to our Factory & Design Studio and will be issued in the original form of payment, within 5-7 business days.

What if the piece isn’t what I expected? Can I return/exchange it?

Our goal is to answer any questions you have before making it to the checkout. If you have any questions, please don’t hesitate to contact us to chat with you on glaze colors, size, and beyond. However, we understand that online shopping can be hard to capture for such artistic pieces, so we’re happy to process a return/exchange if it arrives and you’re not in love with it.

Please note: products with charitable give-backs, third-party products, discontinued products, sale items, and web specials cannot be returned or exchanged and are final sale.

Can I exchange a piece of pottery that was given to me as a gift?

Absolutely! A store credit will be issued for the current retail price if no gift receipt is presented. All returned items must be in unused condition with all packaging intact.

Please note: products with charitable give-backs, third-party products, discontinued products, sale items, pre-orders, pre-sales, and web specials cannot be returned or exchanged and are final sale.

Can I exchange/return custom pieces?

Since custom orders are made especially for you and we work out all of the details beforehand one-on-one, these pieces are final sale and are not returnable.

Tile Products

What is your Return & Exchange policy?

Our goal is to answer any questions you have before making it to installation day but we understand that purchasing tile before it comes out of the kiln can be a daunting task. If you have any questions, please don’t hesitate to reach out to your Design Consultant or email sales@rookwood.com during the decision-making process to clarify any questions on glaze variation, our handcrafted nature, or beyond. It is our mission to make your space exactly what you envisioned.

However, due to the custom, handmade nature of Rookwood Tile does we do not accept returns or exchanges. If you are unhappy with your selection and it has not yet been installed, we can offer you 50% off a different architectural item.

What if I order too much?  Can I return the overage?

Each order is custom-manufactured and, thus, we are unable to accept returns for overage materials after the order is complete.  We recommend holding onto the extra tiles should you ever want to do a touch-up.

What if I didn’t order enough tile?

We strongly encourage customers to order 10%-15% overage for any tile project, depending on the size of the project.  “Add-ons” can cause delays resulting in added cost and time in completing your installation.  If you do realize that you will not have enough material, please contact your Rookwood Design Consultant or email sales@rookwood.com with your order number and the tile that you are needing more of; we will do everything we can to expedite the add-on order through our production process.

Please note: Due to the handmade nature of our tiles, varying degrees of color and texture variation, as well as slight size variation, can occur with a reorder and we cannot guarantee an exact match between the original order and the add-on order. If possible, installation of the materials should occur once both orders are in hand so that they can be blended together in the installation.

How do you pack my order?

We utilize 100% recycled and curbside recyclable paper packing materials so that we’re friendly to the environment.

What if my purchase arrives broken?

Please send an email to sales@rookwood.com within 5 days of delivery and include your original order number and /or packing slip number, along with photos of the damaged items and the packaging it came in.  We will process your claim and replace your merchandise as soon as possible. Please do not discard the damaged product or packaging as this may be required for UPS claims. If you received a damaged item, we will supply you with a pre-paid shipping label to mail your return.

What is your warranty for architectural tile?

We do not offer a warranty but if maintained properly, our tile can be enjoyed beyond your lifetime. To ensure your tile stands the test of time, we’ll work with you every step of the way from purchase to installation and also advise you to follow the Tile Installation Guide and Tile Care Guide, available on our Specs & Resources page, to maintain the handcrafted quality and longevity of your tile.

Can Rookwood help me design my installation?

Through one-on-one design consultations, Rookwood Design Consultants can assist you in defining your project needs and exploring Rookwood’s exclusive tile lines and glazes. For standard orders, Rookwood offers a complimentary one-hour initial consultation. An additional 10 hours of design consultations and CAD design services are available for a $500 deposit that will be applied against your Rookwood Tile order if placed within 6 months.

For QuickShip tile orders, a complimentary one-hour consultation is available.  Any further design consultations on QuckShip tile orders will be billed at $250/hour.

Should your design take you in another direction, your deposit is non-refundable and will be applied to the cost for the CAD design and design consultation.

To set up a design consultation, contact sales@rookwood.com!