Rookwood Pottery Return & Exchange Policy

Effective: October 1, 2018

 

Shipping

Unless otherwise noted, pieces ordered from our website will ship within 1-3 business days. You’ll receive a tracking number when your order has shipped, but if you’d like to know (approximately) when your package might arrive before purchasing, send an email to info@rookwood.com.

How do you ship?

Orders are shipped via UPS Ground and ship within 1–3 business days. You will receive an email notification with a UPS tracking number when your order ships. We do not ship to APO or PO Boxes due to UPS shipping restrictions.

How do you pack my order?

We utilize 100% recyclable cardboard corrugated wrap, biodegradable packing peanuts and recyclable paper packing materials so that we’re friendly to the environment.

I want to place an order online and pick it up in the store; can you waive the cost of shipping?

Yes! For local customers you can purchase online and select ‘local pick-up’ when you check out. Some restrictions apply.

Why does shipping seem so high?

Unlike other products purchased online, our ceramics require extra care to ship with their handcrafted nature and weight so that we can ensure the piece you’ve been dreaming about arrives to you safely and in-tact.

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.