Returns
We have a no-return and exchange policy on all of our products. Due to the majority of our products being handmade and personal care products (such as beauty products), we are unable to accept returns and exchanges. We also do not accept returns and exchanges on our gift cards and sale items. Orders cannot be canceled once they have been placed as well.
If you have any issues with your order, please e-mail us at info@potterymoon.com or by filling out our contact form on our website.
Product Damages/Issues
- Please inspect your order upon receiving it and contact us immediately if there is an issue with your ordered item(s) so we can evaluate it.
- If ordering beauty care products or candles that can melt in transit, please ensure that your order is retrieved as soon as it is delivered. These products can melt due to sitting in the heat for extended periods of time. We will only ship these products Monday - Wednesday during the months when temperatures are extreme. These products are packaged with extra care during the warm months to prevent melting during transit. If you receive your product and it has melted, simply place it in the refrigerator for 30 minutes to re-solidify. Products such as body butter and scrubs can be re-whipped with a mixer after chilling to bring them back to their fluffy consistency.
- We are not responsible for items damaged during transit by the shipping carrier. We are also not responsible if your package goes missing after we have received confirmation of delivery, The customer must file their own personal claim with the shipping carrier for these issues.
- During check out please review your entered information to ensure the correct shipping address has been input. We are unable to change this information once your order has been placed. Any orders that have been returned to us for an incorrect shipping address or refused delivery will be refunded (minus shipping and restocking fees) to the customer once the package is received and all items have been inspected. Shipping fees and a restocking fee of 25% will be subtracted from the total order amount. The remainder will be refunded to the customer in 3-5 business days.
Customers may contact us at info@potterymoon.com or by using our contact form on our website.
International Orders
- Please contact us directly regarding any order issues or return/exchange questions at info@potterymoon.com or on our website contact form. Policies will vary by country.