FAQs
Return & Exchanges
Return and Exchange Policy
A refund or exchange is available if the item(s) are damaged upon arrival. Please email me within 72 hours with photos of the item(s). Otherwise, all sales are final and non-refundable.
For any shippable item(s), Softly.ou is currently only shipping to United States and may offer shipping to Canada in the future. Note Softly.ou is not responsible for any custom and import taxes that may apply.
Double check your address as Softly.ou is not responsible if your package cannot be delivered due to an incorrect/undeliverable address and/or business closure. I’m happy to ship your package to a different address; please note the buyer will be responsible for the re-shipping costs. Shipping costs are non-refundable and return shipping fees are the responsibility of the buyer.
Once a package leaves the studio, it is no longer Softly.ou’s responsibility. Softly.ou is not responsible for delayed transit times or damaged, lost, stolen delivery of packages.
Shipping Policy
If you are local to Richmond, VA there is an option for local pick up to avoid the shipping fee. When checking out, please select the local pick up option.
Sometimes I venture to the DMV area (Virginia, DC, Maryland). If you are from that area, reach out via DMs or email (hellosoftly.ou@gmail) so we can possibly coordinate a meetup in the Fairfax area.
Local Pick Up Option
Products
All ceramic items are fully handmade and are not mass produced. All ceramic items will have slight variations in color, size, form. Please handle all products with care.
All drinkware/ foodware items are made with nontoxic, food safe glazes. They are safe to use for functional eating/ drinking usage. Avoid introducing extreme temperature changes to your ceramic items to prevent thermal shock. Avoid pouring boiling liquids into cold ceramic vessels and vice versa.
To prolong the use of your items, please do not place in the dishwasher. For the best care, wash your ceramic products with lukewarm water and gentle, mild soap.
Ceramic Care Instructions
Packaging
In an effort to be sustainable, economical, and eco-friendly, all my products will be wrapped in as much reused/recycled packaging as possible. Much like my ceramic items, no two packages will be the same.