FAQ's
Everything you need to know and more.
Shipping & delivery
How long will it take for me to get my ceramics?
That’s a tough question! Our pottery ships anywhere from within 3-5 days of purchase for in stock orders to 1-2 weeks for specialty items or large orders.
We’re able to ship most small to mid-size orders within 2-3 weeks. If you need your pottery by a certain date, please reach out to us at info@katsamahaceramics.com
How does shipping work?
We ship all over the UAE via courier using standard shipping rates. Depending on where you’re located, that means that once your shipment gets picked up by the carrier it’ll arrive to you in anywhere from 1-10
days.
Shipment progress is only listed online once courier picks up from our studio, so if the tracking says it’s waiting for the carrier to dispatch information, your order is still awaiting pick up.
I received the wrong item. What do I do now?
Oops! Sorry about that! We’re a small team and very occasionally boxes get mixed up or the wrong item gets packed for an order.
Please let us know as soon as you’re able by emailing info@katsamahaceramics.com so we can get that straightened out.
Returns
Can I return a product if I have opened it or used it?
We will consider returns on a case-case basis only. To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Personalised/Custom orders may not be returned unless damaged in transit, or fundamentally faulty.
To start a return, you can contact us at info@katsamahaceramics.com .If your return is accepted, you will need to arrange shipping at your cost.
You can always contact us for any return question at info@katsamahaceramics.com
Do I have to pay for shipping when returning a product?
In most cases, you'll be responsible for the shipping cost when returning a product.
How long does it take to receive a refund after a return has been processed?
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days.
Please remember it can take some time for your bank or credit card company to process and post the refund too.
Our Products
Is your pottery dishwasher / microwave safe?
I fire my pottery to over 2000 degrees Fahrenheit to ensure maximum durability. All of my products are safe to use in your dishwasher and microwave.
Can I order pottery with a specific flora pattern?
Possibly! We use flora from our environment so if it is something that is available, we could do a bespoke item for you.
Can I order an item in a different glaze colour not listed?
It depends! We're open to hearing from you with particular glaze requests or questions. Please email our customer care team at info@katsamahaceramics.com for more information, and please be patient with us if we don't get back to you right away.
Is it safe to use your vases for fresh flowers on wooden surfaces?
Ideally, yes! We quality control all of our stoneware vases to ensure water tightness before shipping them out of the studio. That being said, we recommend that you do an additional home test before placing vases filled with water on expensive wooden furniture. To do this, place your vase filled with water on a piece of paper on top of a watertight surface like a stone countertop.
Slight wrinkles in the paper are fine, but if there is a wet spot beneath your vase after 24 hours, please do not use on non-watertight surfaces. Unfortunately, our studio cannot presume liability for damaged furniture.
Is your pottery food safe?
Yes! We use glazes that are lead and cadmium free to maximise quality and safety control, and all of our clay bodies are non-toxic. Our glazes maximise silica content (the ingredient that creates a glassy surface) to ensure the most durable and stable surface and to prevent any possible leaching.
We love your work! Can we stock your product in our brick and mortar or online store?
Thanks for your interest! Please contact our customer care team atinfo@katsamahaceramics.comfor information about becoming a stockist, purchasing minimums, and our wholesale catalogue.