What are your damaged goods policies? / How do I report a damaged good?
Damaged goods must be reported to Hand & Fire through Etsy within 3 days of the delivery date for a refund to be issued.*
Shipping cost will not be refunded.
A photo of the damage is required to be sent to Hand & Fire with the report.
Damages outside of the 3 day limit will not be refunded.
*Special circumstances can be made if Hand & Fire is notified before the transaction is made. This is assessed on a case to case basis.
Custom and personalized orders
I love custom orders! But I can't take too many at a time, as I need to maintain regular shop updates and my (soon to be completed) Bachelors degree. Nevertheless, ALWAYS feel free to request customized items/sets, I'll do my best to work with you--whether now or in the future months.
All items sold by Hand & Fire are food safe.
Wares made of solely ceramic are dishwasher safe--no hand washing is necessary!
Utensils that combine metal/wood/ceramic are not dishwasher friendly, as the wood will become rough with exposure to a lot of water.
In order to rehydrate your wood utensil, use a food safe oil to rub on the surface, allowing the oil to fully saturate the wood. I recommend walnut/cutting board oil, which can be found at your local hardware store.
Items decorated in gold luster/accented with wood are not microwave friendly.
I work hard to continuously provide my customers with the best quality wares that I can offer. If you have a question about the care or safety of your item, please shoot me a message.
How often do you update your shop?
As the single maker of H&F, I work hard continuously to keep up with new products, regular shop updates, and customer requests. I tend to update my shop once a month with multiples of items, ranging from mug-centric updates, to small utensils and serving dishes.
If you have something you want to see in the next update, let me know! I'll try to work it in.
How quickly should I expect my item to arrive?
Ready to ship items:
I ship out packages 1-3 business days after an order is received. Errors in this do occur though, but I promise I will have it out as soon as possible!
Custom items tend to be shipped within 3-4 weeks after an order is placed. Ceramics need time to dry and in somewhere as rainy as Portland, sometimes they dry much slower than wanted. I'll make sure to keep you updated on the progress of your wares.
Wholesale is available!
Message me for further information wholesale prices, or look at my blog post regarding order information.