I don’t see the style/color that I want in the shop. Can I place a custom order?

    A: Please email us at hello@shoppaperandclay.com and we’ll let you know if this is a custom order request we would be able to fulfill along with a price estimate and timeframe for production. We’ll also let you know if this is a currently produced item that’s just out of stock! In that case, we recommend signing up for our mailing list and you’ll receive a re-stock email when we add new items to the shop. 

    When can I expect to receive my order?

    A: Items on the website that are not marked “Made to Order” are typically in stock and will generally ship within 2-4 business days (although we strive to ship sooner!), but Made to Order pieces can take several weeks (roughly 8-10 depending on the item). Due to the nature of ceramic work, it's hard to guarantee a ship date. If you need an item by a certain date, be sure you are ordering an "IN STOCK" item and contact us immediately.

    During SALE EVENTS or PRODUCT LAUNCHES our typical shipment timeframe is extended to 10 - 15 business days. This timeframe is extended because we try to anticipate demand as accurately as possible, but occasionally there are items that were more popular than we have planned! Thank you for that! Please feel free to reach out with any questions about this!

    I received an email that my item has shipped but there’s no tracking information update. Where is it?

    The email you receive with tracking information is created when we print out the shipping label that will go on your package. That does not necessarily mean the package has shipped just yet - our lovely mail carrier still needs to stop by and pick it up! 

    We have access to the same link and the same information you do once the item has left our studio, therefore, what is showing in the system for your tracking information is all anyone knows.

    We cannot be responsible for packages that are “Delivered” via your carrier. For a more detailed shipping policy click here

    Do you offer local pickup?

    Yes! If you're local, you can select the "local pickup" option at checkout instead of paying for shipping. A "ready for pickup" notification will be sent to you when your order is ready. Local pickup is at Belltower Coffee As a reminder, all local pickup orders will be held available for 60 days, afterwards they will be returned to stock and a refund will be issued minus a 30% restocking fee. If you are unable to meet this timeframe due to extenuating circumstances please reach out to arrange shipment.

    My ________ arrived in a million pieces! What now?!

    We ship thousands of ceramic items a year that arrive safe and sound, but the unfortunate reality is that once in a while an item takes an extra rough journey to your home. We try to combat that reality by packing each item very throughly and thoughtfully. If you are one of the unlucky very few that has opened a box with a not-so-intact item in it, here’s what you do:

    Contact us within 7 days if there is a problem with your order. 

    1. Immediately photograph the outer packaging and the broken piece(s).

    2. Contact us ASAP to let me know about the mishap

    3. Keep the packaging AND broken pieces on hand (for insurance purposes)

    4. Rest assured that a replacement will be on the way just as soon as possible!


    We are currently not actively fulfilling wholesale orders and providing linesheets, but feel free to reach out to see if we can accommodate your project!  hello@shoppaperandclay.com.

    I emailed you and haven’t heard back yet. Helloooo?

    You should have received an auto response letting you know that we reply to emails within a few business days. We’ll be in touch very soon!

    Why are some items only available in a smaller selection of colors?

    This is due to the size of our operation in a few different ways. First, because we’re a micromanufacturer we can pay thoughtful attention to what is most popular and most re-ordered. We’ve tailored our items with limited color availability to what has been most-loved and most-sold. Secondly, because of our size it’s nearly impossible to keep a reliable stock of nearly 400 different items! In order to make sure that we have our pieces readily available for you to order, abbreviated color selection for some items makes that possible. If you really have your heart set on something that isn’t an in-stock option, you can always reach out to discuss a custom order at hello@shoppaperandclay.com

    Are your glazes food safe?

    But of course! All our glazes are crafted in-house and food safe. They’re also all (except for Appaloosa items) a beautiful soft satin matte finish which is great if you love to take photos of your food!

    Can I put my items in the dishwasher or microwave?

    Short answer, yes. Longer answer, sort of! As long as you’re delicate in loading the dishwasher, your items are fine to be cleaned that way. Our regular dinnerware and mugs can definitely go in the microwave, however, any item with GOLD LUSTER detailing cannot go in the microwave and for its longevity should not go in the dishwasher. Handwashing is the preferred option - any jostling that happens in your dishwasher can lead to hairline cracks which can mean broken handles in the long run!

    I've had my piece for a few months/years and it's damaged! Can you send me a replacement?

    Due to the delicate nature of handmade ceramics, we CANNOT be responsible for damaged pieces months down the line. Breakable things unfortunately sometimes break. Our pieces are made to be durable, but please use care. In fact, we've spent the last year developing ways to make our items sturdier than ever. Some of our items have exposed porcelain bottoms and if left in dirty dishwater, coffee, wine, etc. they can stain. Treat your piece tenderly and it will last a lifetime!

    I ordered something and then you advertised a different price or sale, can I get a price adjustment?

    While we try and accommodate our customers in every way possible, we are unable to do this. We offer two sales a year: a Spring Sale and Labor Day sale. These happen annually and we're not shy about letting you know about them, therefore, if you prefer to discount shop we recommend waiting for those events! As a small studio each piece we make requires a significant amount of labor and therefore are not typically discounted. We work hard to make sure that our regular prices appropriately reflect the value of the items and cannot offer adjustments post-purchase.

    Where can I shop in person?

    Paper & Clay pieces are available to purchase inside Belltower Coffee located at 525 South Highland Street.

    I changed my mind. Can I return this?

    While we try and accommodate our customers in every way possible, we are unable to accept returns. If there are extenuating circumstances, please reach out so we can come to a solution together. Seconds, Made-to-Order and One-of-a-Kind items are always and forever final sale.

    For more information, please review our return policy.