FAQ – RAWTHEN

Orders are processed within 72 hours after payment verification. Orders placed on weekends or holidays will be processed on the next business day. You’ll receive a confirmation email with tracking details once your order has shipped.

We currently ship to the US mainland, the UK, Canada, Australia, France, Germany, Italy, the Netherlands, New Zealand and Spain. All orders already include applicable tariffs, so no additional fees will be charged upon delivery.

Please note that we're unable to ship to Alaska, Hawaii,Guam, or U.S. military addresses (APO/FPO/DPO).

You can reach us at support@rawthen.com, and we’ll be happy to help! We aim to respond within 12 hours.

Orders are processed quickly, so we cannot guarantee changes or cancellations. Please contact us as soon as possible, and we’ll do our best to assist you.

Tariffs are already included in our prices. You’ll also see this clearly noted at checkout, and there will be no additional fees required upon delivery.

All duties and tariffs are fully covered by us.

If your order is ready but hasn’t yet shipped, we’re happy to upgrade your shipping. This doesn’t guarantee that we’ll be able to fulfill your order within a certain timeframe, but if shipping time will make or break your deadline, we’re more than happy to assist you in upgrading!

Please check in with our customer care team about lead time and upgraded shipping options by emailing support@rawthen.com.

It depends! We're open to hearing from you with particular glaze requests or questions. Please email our customer care team at support@rawthen.com for more information, and please be patient with us if we don't get back to you right away.

Oops! Sorry about that! We’re a small team and very occasionally boxes get mixed up or the wrong item gets glazed for an order. Please let us know as soon as you’re able by emailing support@rawthen.com so we can get that straightened out.

Delivery times depend on distance to location. Normally the packages will be delivered within 8 to 15 business days after your order has been processed.

For special shipping requests, feel free to email support@rawthen.com before placing your order.

We currently offer free shipping.

Please double-check your shipping address before completing the order. If you notice an error after placing your order, contact us immediately at support@rawthen.com.

We’re so sorry! We hate when pottery breaks. We do everything we can to ensure that your pottery arrives safely, but unfortunately occasional breakage is a reality of long-distance shipping.

Please email support@rawthen.com with a picture of your broken shipment so we can replace your items at no additional cost.

Depending on whether or not we have a replacement in stock, lead times may vary depending on our production availability, but replacements almost always get bumped to the top of our list.

If you’re concerned about lead time, please reach out to us so we can work out an alternative.

Unused products may be returned within 7 days of receipt for a full refund less the original shipping cost. Customers are responsible for any return shipping costs. Used, and/or final sale items cannot be returned. 7-Day Return Policy Valid Until June 15, 2026.

If your item arrives broken or damaged during shipping, please contact us within 48 hours of delivery. We will happily arrange a replacement or a refund.

Please note that small black dots, tiny pinholes, or slight glaze variations are natural characteristics of handmade ceramics and are not considered defects. These details are unavoidable and do not affect the safety or usability of the item.

Once your refund is approved, it will be processed within 3-5 business days and returned to your original payment method. Processing times may vary depending on your bank.