In the unfortunate and rare event that your order arrived in less than perfect condition, damaged items must be reported within 2 days of the arrival of your order.
To file a claim with us please email us at brooklyn@ettabco.com immediately and include the following for claim purposes.
Please provide clear pictures of the:
• outside of the box and of any visible damage to the box
• inside of the package along with the packaging materials
• pottery inside the box
• the damage of the pottery
• Please include your first and last name and order number in the email.
The claim process can take time but I assure you we will help get this resolved as quickly as possible. You will need to keep the original box, all packaging materials, and the damaged item for UPS to collect from you, they will bring a call tag for your box - KEEP IN MIND this may take a few weeks for them to pickup depending on the time of year. Failure to keep these items for UPS Claim will result in a non-refund, unless we tell you to discard it or return it to us in writing. Once the item has been picked up by UPS, please allow up to 12 business days for them to inspect the box and for the item to return to us. As soon as we are in possession of the damaged item, we will issue the refund (minus original shipping charges) to your original form of payment. If you would like a replacement for the broken item, we will issue this for you if we have the item still available in inventory. If the item has sold out and we are not able to replace it, we will provide a refund on the item for you to the original form of payment.