SHIPPING & OTHER PURCHASE POLICIES
Packages every Friday after an order is received and sent the following Monday. If you live within the UK, you can expect your package in 3-5 business days, once shipped.
Worldwide shipments should be to you in 5-20 business days. Please keep in mind that once an item leaves the Studio to be shipped abroad, it is in the jurisdiction of the receiving country’s postal service and customs. Once an item is in customs it can be held by that country for up to 45 days. AOS-SI not have authority over the object at this time. It is the buyer’s responsibility to contact your country’s postal services or customs to locate a package, as the seller is no longer in possession of the item once it leaves the US. Please check your email for a tracking number and file a claim if an item is held in customs for more than 45 days.
Custom items tend to be shipped within 3-4 weeks after an order is placed. Ceramics need time to dry and in somewhere as rainy as the PNW, sometimes they dry much slower than desired. We'll make sure to keep you updated on the progress of your wares.
AOS_SI is not responsible for tax or customs charges. Please keep in mind that you may need to pay customs fees upon pick up of your parcel.
What if I want to come pick up my order in person?
If you live locally and would prefer to come pick up your order instead of having it shipped to you, please use code: LOCAL at checkout to remove the shipping cost.There are no exceptions. Please do not use the code: LOCAL if you do not plan to arrive within the next 10 calendar days.
You will have up to 10 calendar days to pick up your order. If this time period is exceeded, we will refund your purchase cost minus a 20% restocking fee.
When you come to pickup your order, please understand that this is a private working studio, not a storefront. Unfortunately we do not typically have items available for in-person purchasing, but if you see something in-stock online that you’d like, please let us know and we’d be happy to apply it to your order — cash is preferable in these cases. All studio visits for other reasons can be scheduled ahead of time via the link below:
We would love to meet you and show you the studio!
What is the AOS-SI damaged goods policy? / How do I report a damaged good?
Damaged goods must be reported to AOS-SI within 48 hours of the delivery date for a refund to be issued.
A photo of the damaged piece, along with the box and packaging with all labels visible is required to be sent to AOS-SI. (Email to firstname.lastname@example.org)
Damages outside of the 2 day limit will not be refunded due to time sensitive insurance claims. Refund or exchange of product will be discussed on a case to case basis.
How do I care for my AOS-SI item?
All items intended for food use sold are food safe.
We work hard to continuously provide our customers with the best quality wares that we can offer. If you have a question about the care or safety of your item, please let us know by email here:
Although all of AOS-SI wares are considered every-day objects, they are functional art-objects and require special care.
Small wares made of solely ceramic are dishwasher safe - no hand washing is necessary although it is recommended.
Large wares should only be hand washed to avoid breakage or chipping.
Utensils that combine other materials excluding ceramic are not dishwasher friendly.
Avoid using in a microwave, as it can effect the glaze.
Particularly items decorated in gold luster/metal handles/accented with wood are not microwave friendly.
How often do you update your shop?
As a small, artist-owned business, AOS-SI works continuously to keep up with new products, regular shop restocking, and customer requests. We tend to include launch updates the shop once every 3 months, with multiples of items ranging from popular product restocks to smaller updates of new designs. If you have something you want to see in the next update, let us know! We'll try to work it in.
What is a “Second” or “Secondary” product?
Seconds are pieces that don’t meet aesthetic quality standards or are made as test products that didn’t make the cut for regular sale. The imperfections in the finish do not affect the integrity of the piece, unless otherwise noted in the product description.
We will include 'Secondary' sales once or twice a year at the studio and online.
By purchasing AOS-SI products you are acknowledging that:
• Each item is handmade and will show the marks of this process.
• Each piece is unique, bearing the same colours and similarities, with differences in applications of glaze and slight variations in size.
• All wares are made with attention to detail including remnants of the hand at work and intentional “imperfections”.
• All food-centric items are food safe.
• Most* items are dishwasher friendly. *Please refer to care notes above.
• Function is tested and unless otherwise noted (seconds), this piece will function completely as it is advertised.
• AOS-SI is a small, artist-owned business, please keep in mind that returns cannot be made for any reason beyond receiving the wrong product. (This rarely happens, but please bear with us.)
• Lastly, Please remember to be kind when purchasing handmade. These items are loved from the minute they are made to the second they’re sent out to you. You are bringing a piece of AOS-SI created by Colette Gambell and Kate Jerry into your home.