Where are your products made?
Every item you see in our shop is handmade in Portland, Oregon. By supporting our shop you know exactly where and how your product was made, and you can be assured that your ceramic wares and fragrance products were not made by child labor or by people under economic bondage.
Do you ever sell ceramic seconds?
Yes, we do sell seconds. You can find them in our Etsy shop, www.paulova.etsy.com, along with past season pieces and prototypes of designs in progress.
Do you ship worldwide?
Yes! We now offer International Shipping through USPS.
Why is my shipping cost so high?
Shipping costs are automatically calculated by weight. We will always refund partial shipping costs if they greatly exceed the actual cost.
Why have I not received my package yet?
All items are shipped Monday-Friday, within 1-3 days from the date of purchase. Please note that made to order pieces take longer to ship. The delivery time will be stated on the product page. If your package truly got lost in the mail, not to worry, we insure all of our shipments.
I received my item, but it is broken. Do I get a refund?
We will accept replacements or refunds on any items that are damaged during shipping. Please notify us within 48 hours of receipt and include a photo of the damaged item. We will cover the shipping cost on the replaced item(s).
I am not happy with my purchase. Can I return it for a refund?
We will accept exchanges or refunds if you are not happy with your purchase. Please notify us within 48 hours of receipt. Buyer is responsible for the return shipping charges. The exchange or refund will be processed once we receive the item and ensure it is in its original condition. We cannot be held liable for returned items that are damaged during transit or are lost or stolen. So please wrap well, use a trusted shipping carrier and insure your package if possible. Please note, all purchases are final on made to order pieces and sale items.
I sent you an email and still have not received a reply?
It may take us just a wee bit to respond to each email we receive. We are a small family run operation (with a little one at home). So please bare with us if you do not hear back right away. We will try to reply as soon as possible. If it is an urgent matter, such as a damaged item or lost package, please note this in the subject line and we will be sure to make it a priority.