Shipping & Returns
Processing Time
Unless otherwise noted, all pieces in the shop are ready to ship. I currently do not offer made-to-order pieces, as each batch may take up to 4 weeks to produce.
Orders are usually prepared and shipped within 2–5 business days. You’ll receive a shipping confirmation with tracking information and an estimated delivery date once your order is on its way.
As a small, one-person studio, processing may occasionally take a little longer, especially during my soft opening period*. Thank you for your patience and support!
Shipping Areas
I currently ship to Canada and the U.S. through Canada Post. If you’re located elsewhere, please feel free to contact me by email and I’ll be happy to look into shipping options for you.
If you’re local to the Vancouver area, free Studio Pickup is available at checkout. Once your order is placed, please wait for my email to confirm a pickup time before coming by.
U.S. orders
Due to current U.S. import regulations, any applicable duties will be calculated and prepaid at checkout, so there should be no additional duty payment upon delivery.
Other international orders
Customs fees, duties, and taxes may apply to international orders and are the responsibility of the recipient. International packages may also take longer to clear customs, so delivery times may be longer than estimated.
Delayed or Lost Packages
Once your parcel has been handed over to the carrier, you’ll be able to follow its journey using the tracking information provided in your shipping confirmation.
If your package is delayed, missing, or has another delivery issue, please contact me and I’ll do my best to look into the situation and work with the carrier where possible.
Please make sure your shipping address is correct at checkout. I cannot be responsible for additional shipping costs resulting from an incorrect address, an unclaimed parcel, or a refused delivery. If a package is returned to me for any of these reasons, the original and return shipping costs will be the responsibility of the customer.
Damaged Items
If your order arrives damaged, please contact me within 48 hours of receiving the package, and include your order number along with a few clear photos of the damaged piece and its packaging. This helps me understand what happened and, when necessary, work with the shipping carrier on a claim. Please keep the original packaging until the matter has been resolved.
Once I’ve had a chance to look into what happened, I’ll be happy to discuss a replacement or store credit if appropriate. Please note that shipping and return costs are non-refundable.
Return or Cancellation
All sales are considered final. I’m not able to accept returns or cancellations once the orders are placed. However, If you receive the wrong item, please get in touch within 7 days of delivery with your order number and photos of the piece you received. I’ll be happy to help make things right.
If you have any concerns about your order, please don’t hesitate to reach out at hello@cookiiceramics.com