FAQs

Are your products food, microwave, and dishwasher safe?

Unless otherwise noted, all of my pottery is food safe.

While most pieces are dishwasher and microwave safe unless otherwise noted, hand washing is the best way to preserve the life and finish of your pottery. Avoid sudden temperature changes, such as taking a mug directly from the freezer to the microwave, as thermal shock can cause ceramics to crack.

Please note: Any item featuring gold luster must be hand washed and is not microwave safe.

Every piece is one of a kind.
No two pieces are exactly alike. Slight variations in color, glaze, size, and texture are part of the handmade process and make each piece uniquely yours.

Do you accept returns?

I want you to love your purchase!

If you're not completely satisfied, please email jess@themadeline.com within 5 days of receiving your order. Returned items must be shipped back within 7 days of delivery.

Please note:

  • Return shipping costs are the responsibility of the buyer.

  • Items must be carefully packaged and shipped with tracking.

  • Refunds cannot be issued for items lost or damaged during return shipping.

  • Please review all product descriptions, dimensions, and photos before placing your order.

  • Gift recipients are not eligible for cash refunds. If your item was received as a gift, please contact me and I'll do my best to help.

The following items are not eligible for return:

  • Custom or personalized pieces

  • Pipes

  • Perishable products

What if my order arrives damaged?

If your package arrives damaged, please email jess@themadeline.com within 3 days of delivery and include photos of both the damaged item and the packaging.

Depending on the piece and current inventory, I'll either replace the item or issue a refund.

Do you offer custom orders?

Yes!

If you've fallen in love with a design that's sold out or would like one of my designs on a different mug, bowl, or piece, I'd love to hear from you.

Simply submit a custom order request through the Custom Piece Request form, and we'll chat about your idea. Lead times vary depending on my current production schedule. Not all custom orders can be accommodated and are accepted on a case-by-case basis.

Can I cancel my order?

Orders may only be canceled before they have been packed and shipped.

If you need to cancel or make a change, email jess@themadeline.com as soon as possible.

Once an order has shipped, it cannot be canceled. If an incorrect shipping address is provided, the buyer is responsible for any reshipping costs.

When will my order ship?

All listed items are ready to ship unless otherwise noted.

Please allow 1–5 business days for your order to be carefully packaged and shipped.

Once your order ships, you'll receive a confirmation email with tracking information.

Shipping timelines for preorder or custom items will be listed in the product description.

Do you ship outside the United States?

At this time, I ship to the United States and Canada.

If you're located outside of the U.S. or Canada and are interested in purchasing a piece, please use the Contact form on my website. I'll be happy to see if shipping to your location is possible and provide a custom shipping quote.

How are my items packaged?

I care deeply about both your order and the environment.

To help reduce waste, I use recycled boxes and packing materials collected from local businesses whenever possible. Your pottery will always be packaged securely to ensure it arrives safely.

Why are there only a few pieces available?

Because every piece is individually handcrafted, inventory naturally ebbs and flows throughout the year. There are times when the shop is full of fresh work, and other times when shelves look a little bare while I'm busy creating the next collection.

The best way to stay in the loop is to sign up for drop alerts. Subscribers are the first to know about new collections, restocks, exclusive releases, and special announcements.

One exception is the Old Cunt Mug, which will remain available while supplies last. Although I do my best to keep it in stock, availability may still vary depending on production and demand.

Thank you for supporting handmade ceramics and understanding that great pottery takes time to create!

 

Still have questions?

I'd love to help!

If you don't see your question answered here, feel free to email jess@themadeline.com and I'll get back to you as soon as I can.