FAQs

We ship all across the in the United States, Mexico, Canada, Europe, and the UK.

For United States Based Customers

As soon as payment is received, your order will be packaged and dropped off with USPS within 1-5 business days. You will receive a confirmation email once this is complete, including a tracking code.

If you have placed an order for a commissioned piece, please allow 5 to 7 weeks, as these orders take time to create from start to finish and will be added to a queue of projects I am already working on. I will do my best to prioritize these orders.

Tracking info will be sent via email once your order has been dropped off by the carrier, so you can check the estimated delivery time.

For International Customers

The same timeline will apply for the preparation of your piece on my end, but once in the hands of the carrier, the ship time depends on the exact location.

Shipping will be standard, unless requested otherwise by email, and can take around 2-4 weeks for delivery.

Any flaws will be noted in each product description. Please review all item descriptions carefully so you know what to expect. If you have questions, feel free to email me—I’m happy to share additional photos or videos.

Each piece is handmade and one-of-a-kind. Variations in size, color, texture, and finish are natural due to firing conditions, kiln placement, and the wheel-thrown and hand-built processes. These differences are part of the beauty of handmade ceramics.

All sales are final. As a one-woman studio, I do not accept returns or exchanges unless a significant flaw was accidentally omitted from the product description. Commissioned pieces are final sale, as well.

Shipping costs are non-refundable. Please double-check your shipping address before ordering—Alex Roby Design is not responsible for packages delivered to incorrect, closed, or undeliverable addresses. Any “return to sender” packages and reshipping fees are the responsibility of the buyer.

Once an order leaves the studio, Alex Roby Design is not responsible for transit delays, lost packages, or damage incurred during shipping. Any claims must be filed directly with the shipping carrier.

If you need to update your shipping address after placing an order, please contact me as soon as possible at alex@alexrobydesigns.com.

If your items arrive damaged or broken, please email me with a photo of the damaged piece, along with the box and packaging. Each piece is packaged with care to ensure the safest trip for these items and has a specific amount of damage insurance in case of accidents. If you would like to order a replacement, please note that each piece cannot be replicated exactly.

Each piece is unique, with detailed descriptions and care considerations provided on its corresponding product page. Please refer to these details for specific information regarding intended use, including whether a vessel is watertight or intended for decorative purposes only.

To preserve the integrity of your ceramic piece, avoid exposing it to extreme or sudden temperature changes, which may cause cracking or other damage. Handle each piece with care, particularly those with delicate forms, raw edges, or intentionally distressed surfaces.

Alex Roby Designs is not responsible for damage resulting from improper handling, misuse, or use beyond the intended purpose of a piece.