customer service
Return Policy
Items must be returned in original condition within 30 days. No refund will be issued on items returned past 30 days. To be eligible for a return, your item must be unused and in the same condition that you received it. Gift cards are non-returnable and cannot be exchanged for cash.
Refunds
Once your return is received in the original condition and inspected, we will send you an email to notify you that we have received your returned item. We will notify you via email of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Please allow up to 10 days from receipt of your return to process the refund.
All refunds will be issued less the actual shipping charges (sometimes included in the items selling price) and credit card fees incurred, and may be assessed a 25% restocking fee.
Late or Missing Refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at order@aeceramics.com.
Return Shipping
To return your product, you should mail your product to:
93 Townsend Ave., Boothbay Harbor, ME, 04538, United States.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email to order@aeceramics.com. Please be in touch with us before shipping the item back for an exchange.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
Sale Items / Seconds
Only regular priced items may be refunded. Unfortunately, sale items and seconds cannot be refunded.
Shipping
We are a crew of five full-time employees, making each piece by hand. Depending on the product and quantity ordered, please allow up to 6 weeks for production and shipment. We try our best to keep items in stock, but due to limited storage and the nature of our work, your piece may be made to order. To learn more about the time we invest in each piece, please visit “Our Process” page.
If you need your piece by a specific date, please contact us prior to ordering to ensure we will be able to accommodate your request. There may be a rush delivery fee.
After your order is complete we carefully package and ship it. FedEx is our carrier of choice. You will receive an email with tracking number once your package ships.
Shipping Damage Policy
We take painstaking time and effort to pack each piece. Damages are rare but can happen.
If your order that we packed and shipped directly to you has been broken in shipment, please call us immediately. Be sure to keep the original packaging materials and photograph to document the damage for insurance purposes.
If you are packing an item for return or exchange and sending it back to us we strongly encourage you to pack your item VERY WELL. If you have received it from us, you will see how much time, energy, care, and material we use to ensure your piece arrives to you undamaged. When shipping the item back to us we recommend packing it the same way as it was received - using double bubble (with heavy duty bubble wrap), packing peanuts (we love the environment but peanuts are the only way we have found that is cost effective and ensure safety of the product), and double boxing (padding the inner box with cardboard corners to provide extra protection from the rigors of shipment). Additionally, we also recommend that you insure your package with the shipping company in the event that the box is actually damaged. This will enable you to file a claim with the shipping company in order to get your money back from them.
If we receive your exchange or return damaged due to poor packing WE WILL NOT replace or refund the piece. If you have any questions about packing, returns, or exchanges, please email us at order@aeceramics.com or our studio at (207) 315-6221 and we will be more than happy to assist.
Privacy Policy
The Ae Ceramics shop uses Squarespace / Stripe to process payments. Stripe requires some personal information in order for us to take and process orders. Read about how Stripe works here.
We never distribute or sell our customers’ personal information.