Faqs

Overview

All Alex Marshall Studios ceramics are manufactured, from start to finish, at our factory in Chico, CA. 

Our ceramics are generally made-to-order and ship out as quickly as we can, usually within 10 business days. You will receive an email notification with a tracking number when your order ships. Personalized Baby & Kids' orders may take a little longer to ship and cannot be cancelled once payment is provided. Personalized orders cannot be returned or exchanged.

Please call us if you have a time sensitive order or any questions; 530 487 7080. We'll always do our best to accommodate expedited requests and can quote faster delivery options over the phone.

We provide samples. If you're interested in ordering dinnerware and would like to see style or color samples prior to ordering, please email or give us a call. We'll gladly provide a selection of samples without charge for the cost of shipping the samples to you and returning them back to us.

Discounts; occasionally Alex Marshall Studios offers discounts via a discount code. Unfortunately, if the discount code isn't applied during the checkout process, we're unable to apply the discount after payment.

Alex Marshall Studios is not liable for lost or stolen packages and releases responsibility upon transfer of order to the shipping carrier. Alex Marshall Studios will not be held responsible for additional shipping charges incurred if packages are returned to us due to customer absence, errors in shipping addresses or package refusal. If you refuse any shipments from Alex Marshall Studios, you remain responsible for all original shipping charges and the cost of returning the package to us. Unless otherwise noted, all orders ship UPS or USPS. At this time, Alex Marshall Studios does not ship internationally.

All residential shipments valued over $200 (before shipping and tax) will be sent via UPS with signature service. If you would like signature service removed, please state "ship without signature service" in the comments section of your order or email or call us before your order ships.

Warranty, Defects & Damages

We inspect every piece for flaws and damage before leaving our studio and warranty our pieces to be free of manufacturing defects for 1 year after purchase. Please note, all products are handmade and slight variation in clay or color, texture, finish, and size are to be expected and are not considered flaws. We hope you agree these minor irregularities contribute to the over-all uniqueness and beauty of each piece. Please don't expect us to perfectly match items you purchased in the past. In the event you feel you have a defective item, please contact us within 5 days with a description of the problem. We’ll diagnose the issue and will replace the item or issue you a store credit upon determination of a defect (your choice). If your order is damaged in shipping, please contact us within 5 days and keep the broken item, shipping box and all packaging materials for retrieval by our shipper. We'll file a claim with our shipper which requires retrieval of all associated items and will ship a free replacement as soon as possible. Shipping for damaged items is free. Please understand, damage occurring during shipping is not the fault of Alex Marshall Studios and in order for a shipping claim to be approved, the shipper needs to inspect the damage. Failure to provide this to our shipper will absolve Alex Marshall Studios of responsibility.

Due to the many variables involved with making handmade ceramics, we cannot guarantee every vase to be watertight every time. Always test your vase for water tightness before placing on a wood surface.

Care

Our ceramics are handmade in a durable, high-quality stoneware/porcelain composite clay body and glazed with certified food safe, lead and cadmium free glazes. Every piece is microwave and dishwasher safe and can be warmed in the oven; however, handwashing will always prolong the life of your ceramics. We suggest running all of our ceramics through the entire dishwasher cycle including the dry cycle on a warm temperature. Do not open the dishwasher until it has time to cool. Metal marks from silverware (due to the ceramic being harder than the metal) can be removed or lightened with Barkeeper’s Friend. Do not expose the wares to sudden, dramatic shifts in temperature (e.g. place into a hot oven from the freezer) or place over an open flame. Hard water residue can adhere to matte finishes and if left unaddressed, will damage your ceramics. We recommend following our dishwasher instructions and using a rinse agent. Barkeeper's Friend will also remove hard water residue and we recommend following the instructions exactly. Failure to do so can damage your ceramics.

Custom Design

We accept custom design and fabrication commissions as well as freelance design or licensing jobs when the fit is right. Please call or email.

Returns & Exchanges

We accept returns for exchange or store credit only within 5 days of receipt of goods and we charge a 20% restocking fee or a $15 flat fee, whichever amount is greater. Due to the made-to-order nature of our work, we regret we cannot offer refunds. All sales are final on seconds, custom designed or custom glazed work, sale items, and any items that have been used by the customer. Please note, shipping charges are non-refundable. To be eligible for a return, your item must be unused, in the original packaging and in the same condition that you received it. Customers must email or call us within 5 days to receive a return authorization before shipping back. Goods must be received back at our studio within 14 days of the RA being issued to be eligible for exchange or credit. Items received without an RA or outside the return window will be refused and/or returned to sender at the customer’s expense. Customer is responsible for return shipping costs. Alex Marshall Studios is not responsible for any damage or loss that occurs when return shipping. We strongly encourage you to pack the items well and ship via a trusted carrier. Please include a copy of your packing slip or invoice with your return.