Frequently Asked Questions

Here are some frequently asked questions about our pottery. If you still need assistance, please email info@theivyrestaurants.com and we will do our best to help. 

What are your return and exchange policies?

Due to the nature of our merchandise, we do not accept returns or exchanges.

Do you ship to P.O. Boxes?

We use UPS as our shippers and they do not ship to P.O. Boxes.

When can I expect my order?

We aim to fulfill orders as soon as possible, but it can take up to a week before an order is ready to ship. If you have a deadline or require the order in a rush, please email us on info@theivyrestaurants.com and we will do our best to help.

I live locally. Can I pick up my order in person rather than pay for shipping?

Yes. Please proceed with the order as normal and pay for shipping, then email us on info@theivyrestaurants.com with your order number to let us know you want to arrange a local pick-up. We will refund the shipping cost to your card when you come in to collect the pottery.

Is your pottery dishwasher safe?

Yes.

Is your pottery microwave safe?

The pottery is not officially microwave safe. That said, many of our clients do microwave it and have never had a problem.

Is all Ivy pottery uniform in color and shape?

No. Our pottery is hand-painted and hand-thrown in Peru so each individual piece is unique. Items may and often do vary in shape in color.

My pottery did not arrive. What can I do?

If you have not received your pottery, please email us on info@theivyrestaurants.com. Please note, if the wrong shipping address was provided for the order and you do not receive your package, this is not something we are able to cover on our end.

Some of my pottery arrived broken. What can I do?

We pack all our ceramics with the utmost care and precision. That said, if a pottery item arrives damaged, please report the claim directly to UPS.

I have noticed little grey lines that look like cracks inside the pottery. Is this normal?

Yes. Due to our pottery being hand-thrown and hand-painted, these grey crack-like markings do often appear on our merchandise. This is normal and does not affect the quality or longevity of the ceramics.

I have noticed the pottery makes a popping sound, sometimes when I am using it and other times just out of the blue. Is this normal?

Yes. The popping sound is a common feature of our pottery due to it being hand-painted and hand-thrown. This is normal and does not affect the quality or longevity of the ceramics.