FAQs & Policy


Products

How's your products made?
All of our ceramic works are handmade and hand thrown. As with anything handmade, slight variations in size, shape, color and glaze consistency will occur.
Are your products dishwasher and microwave safe?
Yes, all of our products are dishwasher, microwave and oven safe. Though our ceramics are dishwasher safe, we recommend hand washing to keep the pieces in the best condition possible. If you prefer to wash these products in the dishwasher, please use nonabrasive detergents. For microwave use, the same precautions are taken as when using an oven, always remove pieces with care, as they will be hot and will remain hot for a while. To avoid temperature shock, gradual heating and cooling is recommended. (do not place cold or freezing bowls into a microwave or hot oven).
Do your mugs get hot with hot beverages?
Yes, like any ceramics, our mugs do get hot after they are microwaved or filled with hot beverages.

Shipping

How long does it take for you to ship out the order?
All orders will be shipped within 5 business days through USPS. Priority Mail within the US, First Class Mail for international. You will receive a notification via email.
Do you ship internationally? How long does it take?
Yes, we do ship internationally. First Class International Shipping generally take between 7-21 days. However, USPS does not guarantee delivery dates or times. Custom could delay delivery time, up to 8 weeks.
Does item price includes custom fee for international shipping?
No, item price and shipping cost do not include import duties, taxes and customs fees. These charges are the buyer's responsibility. Shipping cost is not refundable if buyers refused to pay for these charges or package is undeliverable.
How much does shipping cost?
Shipping cost is calculated based on the weight of the package.
What if I put an incorrect shipping address?
If you have not received a shipping notification email, that means the package has not shipped out yet, please send us an email at info@willowvane.com as soon as possible with your name, order number and the correct address. If your package is shipped, w
e will not be responsible for orders that are shipped to incorrect addresses.

Orders & Sales

Do you accept returns or exchanges?
No. All sales are final. However, if you are unhappy with the products received, please contact us within 5 days of receipt and we will do our best to accommodate you.
What if my order arrive broken?
We properly package our products to avoid breakage. If an item should arrive broken by the shipping process, please contact us within 3 days of receipt with a photo to arrange for a replacement. 
I placed an order but I didn't receive an order confirmation email.
All order confirmation emails are sent out automatically. If you didn't receive one, it means the email was undeliverable, please send us an email at info@willowvane.com with a different email address and provide your name, email and shipping address to confirm your order.
Do you do wholesale?
No, we currently are not accepting new wholesale accounts due to our busy production schedule and limited studio capacity.
Do you reserve, hold items or accept preorders?
Due to the amount of requests, we no longer reserve, hold items or accept preorders. We want to be fair to everyone who is interested in purchasing on a first come first serve basis.
Do you offer custom orders?
No, we currently do not offer custom orders. 
When do you restock?
We currently do not have a set restock schedule. The fastest way to receive news on restocked merchandise is to sign up for our newsletter or follow us on instagram.
A collection is out of stock, when will you restock?
We focus on producing one collection at a time.  If the collection is on the website, even if it's sold out, we will still be making more items within that collection.
I saw some products on your Instagram/Facebook but not on your website, can I still purchase it?
If they are not on the site, they are currently not available to purchase. All items available to purchase are online. Please stay tuned for the next restock.
Do you sell anywhere else other than online, like in any stores?
We currently only sell online. On some occasions, our items will be sold at selective stores. We also sell at markets or popups which will be listed online/instagram/facebook.
I'm in the Raleigh/Durham area, can I purchase directly from you instead of online?
No, we do not offer in person purchases due to schedule constraints, unless at markets or popup events.