ORDERs, shipping & Exchanges

The Pottery

• All pieces are handmade, causing some variations in form and finish to occur within each unique piece.

• If you would like something that is currently out of stock or unavailable, please contact us here to be notified when it is restocked.

• Our mugs typically take 6 weeks to create as they are all made by hand, your patience and support are greatly appreciated! :)
  

Ordering, Shipping & Exchanges

• All sales are final, but in the event that an item is damaged during shipping from our studio, please contact us via email to order a replacement. Damage must be reported within 7 business days of arrival and include photos of the packaging and piece that was damaged.

• We are happy to exchange your piece for something that suits you better if you aren’t completely happy with what you receive, but please note that any damage which occurs in a return shipment is not the responsibility of Hands on Clay Collective, and we are unable to replace or refund mugs that are damaged due to improper packing on the part of the purchaser.

• Shipping times vary depending on destination.

• We ship online orders within five business days of purchase. Once your order has been shipped, you will receive a notification via email. 

• A free local pick-up option is available at our gallery in Victoria, B.C., you can see our hours here!

• For international shipping all customs duties, taxes, and/or fees are the sole responsibility of the customer. Hands on Clay Collective is required by law to accurately declare the value of all international orders on the relevant customs forms. Occasionally, customs delays do occur. The amount and types of duties, as well as other customs information, can be obtained by contacting a local post office, and is not the responsibility of Hands on Clay Collective.

• Please note we currently do not offer shipping outside of North America on our website, please email info@handsoncollective.ca to request a quote!

• Questions? Check out our FAQ below!

FREQUENTLY ASKED QUESTIONS

Q. Are your mugs dishwasher / microwave safe?
A. Yes! They can be both microwaved and washed in the dishwasher. Like any pottery, we wouldn’t recommend microwaving for over 5 minutes, and when loading in the dishwasher, be sure they’ll be safe during the cycle! They shouldn’t be able to bump into any other dishes.

Q. Do you offer classes or workshops?
A. Yes! You can see the workshops that are currently available here. We offer a full roster of one-night workshops as well as 6- and 8-week courses. Sign up for our mailing list to be notified when we list new workshops!

Q. Can I shop your mugs in person?
A. Yes! We have a flagship store in downtown Victoria at 1910 Store St. and you can see our hours here! We also have retail partners across Western Canada. You can see the full list by clicking here!

Q. Are the mugs in your online store the same as the ones in your gallery?
A. Most of the time, yes! The mugs you see online will also be available to shop in the gallery, unless they’re a limited edition design or a fundraiser. In those cases, local folks can buy the mugs online and choose “pickup in store” at checkout.

Q. Do you offer custom orders?
A. We are occasionally able to accept custom orders, however this depends entirely upon our production workload and availability is not guaranteed. Custom orders take at minimum 6 weeks to complete, and items are subject to longer production times due to the delicate and lengthy process in which they are created. We are unable to work on custom orders from September-December each year due to holiday production.

Don’t see your question here? Contact us here and we’ll be happy to help!

MUG LOVE CLUB

Are you a member of the Mug Love Club? All the info you need is below - and if you still have questions, feel free to reach out!
Our Mug Love Club is a quarterly subscription - each season, we’ll send you a themed mug in the mail! The subscription is billed every three months for one year, ending in November 2022. We will start off 2022 with a beloved classic design - the Gulf Islands Mug which will ship at the end of January. Each subsequent season will be an exclusive, limited-edition mug designed just for club members:

• Spring Mug in the last week of April

• Summer Mug in the last week of July

• Autumn Mug in the last week of November