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FAQ

    
   
Q: 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.

Q: How do I receive shop updates and sale notification via Email?

A: You can join our mailing list HERE


Q: When can I expect to receive my order?

A: Items on the website that are not marked “made to order” are in stock and will generally ship within 5-7 business days, but made to order pieces can take several weeks (2 - 8). 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. Please feel free to reach out with any questions about this.
Domestic orders usually arrive within one week of shipping; International orders generally take 3-4 weeks.
 
Q: I received an email that my item has shipped but there’s no tracking information update. Where is it?

A: Typically, this means we’re very exited to be shipping your item and it’s in production and we expect it to be ready to be finished and packed up on it’s way to you in the next 24 - 48 hours. We’ve printed the label in anticipation of getting your item on it’s journey to your home! Keep checking and you should see its movement shortly!

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

A: 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 package and the broken piece(s).
2. Contact me 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.

Q: Wholesale?

A: We work with a very limited number of lovely retailers. If you are interested in more information about opening a wholesale account, please email us at hello@shoppaperandclay.com.
 
Q: I emailed you and haven’t heard back yet. Helloooo?

A: You should have received an auto response letting you know that we reply to emails within two business days. We’ll be in touch very soon!
 
Q: Why are some items only available in a smaller selection of colors?

A: This is due to the size of our operation in a few different ways. First, because we’re a small batch manufacturer 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
 
Q: Are your glazes food safe?

A: 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 finish which is great if you love to take photos of your food!
 
Q: Can I put my items in the dishwasher or microwave?

A: Short answer, yes. Longer answer, sort of! As long as you’re delicate in loading the dishwasher, your items are totally 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.
 
Q: Where can I shop in person?

A: We’re located in Memphis, Tennessee in the Broad Avenue Arts District. Our shop is open Saturdays from 11 -4. If you need to shop outside of our Saturday Open Studio hours feel free to order online or schedule an appointment with us at hello@shoppaperandclay.com
We are also carried at a handful of lovely small retailers throughout the US.