Frequently asked questions.
Do you accept custom/wholesale orders?
I am accepting custom and wholesale orders at his time as long as it is within my own artistic voice. Custom and wholesale orders require a 20% non-refundable deposit. Please reach out via e-mail for pricing and design building!
How do I care for my piece?
Unless otherwise specified in the item description, all dining ware and drink ware are microwave and dishwasher safe. However, I always recommend that all pieces be hand washed with care.
Pieces with gold luster should not be dishwashed or microwaved.
Pieces with real wooden handles should always be hand washed and avoid getting the handle too saturated even though it has been treated with several coats of food grade butcher block oil. After some time, it is always a good idea to maintain these handles with either oil or beeswax. We would be happy to give you recommendations should you need them!
All stud earrings are epoxied with a strong glue, however there is always a possibility that the back might pop off, do not fret, you may always glue it back with superglue. Avoid getting these wet regularly to lessen the chance of the backs coming off.
Do you accept exchanges, returns, or cancellations?
We do our best to make sure you see every angle of each piece so you know exactly what you're purchasing. For this reason, we do not accept returns or exchanges. We will accept an order cancellation as long as we are notified no more than 24 hours after purchase.
What happens if a piece breaks in the mail?
We take great care in boxing these fragile pieces so they make it to you safely. However, once they have been accepted by the post office, it is totally out of our hands what happens to them. It is rare that something breaks, but should you receive your package with the contents broken, please take pictures of the box and the contents as they where when you opened it then send them to us. This will allow us to file a claim and get the costs covered. We are more than happy to either refund you, or remake the piece.
What happens if a piece gets lost in the mail?
Once we have shipped the piece and you get the tracking number, it is your responsibility to keep up with its whereabouts. Should it get off track and you find it concerning, please contact the postal service. They will be more helpful than we could be. We will not file claims on behalf of the client for a lost package. With that being said, we will be more than happy to work with you on figuring out how we can get the piece replaced, or refunded.
If you are having a piece shipped internationally, please expect delays.
Do you refund shipping overages?
Shipping ceramics is a delicate business. A lot of factors go into making sure these handmade pieces make it to you safely. Often this results in heavier packages and higher costs due to all the cushion material needed. Overages will only be refunded with our discretion if they are significant. We have done our best based on weight and location to judge shipping prices, however if there is a significant gap in what the piece actually cost to ship, we will refund the difference upon shipment. Otherwise, smaller overages will likely get absorbed into cost of shipping materials.
Any customs or import fees are not our responsibility.
If I’m local, can I pick up my piece instead of having it shipped?
Absolutely! We always appreciate saving on shipping supplies and saving you money. If you are local to the Canton, Waynesville, or Asheville area, please select “Pick Up” under Order Options at checkout to eliminate the shipping fee. Your piece will be waiting for you at Cold Mountain Art Collective during open gallery hours! We do ask that the piece be picked up within two weeks after purchase.