Store Policy

Shipping

We operate as a combination of made-to-order and limited in-stock inventory. Most orders ship within 7–14 business days, depending on the item(s) selected. Larger orders or full dinnerware sets may require additional time, as many pieces are made specifically for you. If an item is already in stock, it may ship sooner. Once your order ships, you’ll receive a confirmation email with tracking details.

If your order is time-sensitive (birthday, holiday, etc.), please email us before placing your order and we’ll let you know what’s currently available or do our best to accommodate your timeline.

Returns & Handmade Nature of Our Work

We are proud to say that returns are rare, but we understand that occasionally they may be necessary.

Returns are accepted within 30 days of delivery, provided the item is unused and returned in its original packaging. Once received and inspected, a refund will be issued minus original shipping costs and return shipping. If an item is returned damaged or lost in transit, the refund is forfeited. Please reuse original packing materials carefully.

Because each piece is individually handmade, natural variations in glaze, texture, shape, and color are expected and celebrated. These characteristics including small pinholes, glaze drips, subtle asymmetry, or color variation are not considered defects and are not eligible for return.

Returns over $500 are subject to a 10% restocking fee.

Size, Color & Variation

Every piece is made by hand, one at a time. Variations in size, glaze finish, and color are inherent to the handmade process and are what make each piece unique.

We thoughtfully inspect and select every item before shipment. If you notice a small fingerprint, glaze variation, or subtle irregularity, please know these are hallmarks of artisan work, not machine production. No two pieces will ever be identical, and that is intentional.

Exchanges

We are happy to discuss an exchange on a case-by-case basis. Customers are responsible for return shipping costs.

Because each piece is handmade, exchanges are not accepted for natural variations in size, color, glaze, or form. These characteristics are inherent to the process and are not considered defects.

Please note that, as a small studio, we are unable to offer multiple exchanges or allow customers to go back and forth in search of a “perfect” piece.

Each item is individually made and selected with care, and all sales are final once an exchange has been completed.

Damaged Items

If your order arrives damaged, please email hello@earthandelement.com within 14 days of delivery with clear photos of the damage and packaging. We will gladly assist with a replacement or resolution.

After 14 days, we are unable to honor replacements or file shipping claims. While we use careful, earth-friendly packaging, breakage can occur, and it’s heartbreaking for both of us. We promise to work with you when issues arise.

Stolen or Lost Packages

Once an order has shipped and tracking is provided, we are not responsible for lost or stolen packages. Please monitor tracking updates closely after delivery.

Order Cancellations

Orders may be canceled within 3 days of purchase, or before production has begun. After this window, cancellations are not accepted, as your piece has already entered the making process.

If you’re unsure whether production has started, please contact us and we’re happy to help clarify.

International Orders

All international orders are final sale. Duties, taxes, and customs fees are not included and are the responsibility of the buyer.

If an international shipment arrives damaged, we will issue a refund, as we cannot guarantee replacements for international orders.

Custom Orders

We accept a limited number of custom orders each year, as they require additional time, testing, and thoughtful consideration beyond our standard collections.

Custom work often involves preliminary testing, approvals, and the creation of additional pieces as a safeguard, which is why discounts, returns, exchanges, or cancellations are not available on custom orders.

All custom orders are final sale.

Warmly,

Earth + Element

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