International shipping is available for all products. Due to recent regulation changes, EU and Canada orders are by email request only. If your country is not listed as avalible for shipping, please email us so we can add it for you. Current processing times for shipments is 3-10 business days. Pre-order items will affect these times, please review our shipping policy for more info.
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International shipping is available for all products. Due to recent regulation changes, EU and Canada orders are by email request only. If your country is not listed as avalible for shipping, please email us so we can add it for you. Current processing times for shipments is 3-10 business days. Pre-order items will affect these times, please review our shipping policy for more info.
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Refund policy

Returns & Refund Policy

Last Updated: September 15, 2026

All Potted By Jess products are considered final sale, subject to the limited exceptions specifically stated below.

If you have a question or an issue with your order, please contact us at pottedbyjess@gmail.com. We are always happy to help determine how we can assist you.

POTTERY

We do not accept returns or exchanges on pottery at this time.

Due to the handmade and unique nature of our pottery, all pottery purchases are final sale. We do not offer refunds, returns, or exchanges simply because you change your mind, no longer want an item, or are dissatisfied with an item’s appearance or characteristics.

We also do not replace or refund pottery that breaks after it has been delivered and is in your possession.

If your pottery arrives broken or damaged during shipping, please follow the shipping damage and Route Shipping Protection procedures outlined in our Shipping Policy.

UNDERGLAZE TRANSFERS

We do not accept returns or exchanges on underglaze transfers.

Because underglaze transfers are consumable products and their condition can be affected by storage, handling, and use, all transfer purchases are final sale.

Damaged or defective transfers

Please inspect your order when it arrives. If you believe your transfers arrived damaged or defective, contact us within 14 days of delivery at pottedbyjess@gmail.com.

If the damage occurred during shipping and Route Shipping Protection was purchased, the claim must be submitted directly to Route in accordance with Route’s policies and claim requirements. Potted By Jess does not file Route claims on behalf of customers.

If Route Shipping Protection was not purchased, Potted By Jess is not responsible for damage, loss, theft, or other issues that occur during shipping.

If you believe a transfer has a manufacturing defect, we will work with you to determine whether the issue is a manufacturing defect or the result of storage, handling, application, firing, or other use.

We may ask you to complete a questionnaire and/or provide photographs or other information about how the product was stored and used. This information helps us determine whether the issue may be a manufacturing defect.

Manufacturing defects are rare. If we determine that a product has a manufacturing defect, we will work with you to determine an appropriate resolution.

DAMAGES, DEFECTS & INCORRECT ITEMS

Please inspect your order promptly after delivery.

If you receive an item that you believe is defective or damaged, contact us as soon as possible and within the applicable timeframe stated in this policy or our Shipping Policy.

For items damaged during shipping, please refer to our Shipping Policy for information regarding Route Shipping Protection and shipping claims.

If you receive the wrong item, you must contact us within 3 days of delivery. Please include your order number and photographs of the item received so that we can investigate the issue.

Failure to notify us within the applicable timeframe may result in the issue being ineligible for a return, replacement, refund, or other resolution.

FINAL SALE & NON-RETURNABLE ITEMS

All items are final sale unless an exception is specifically stated in this policy.

We do not accept returns or exchanges for pottery, underglaze transfers, custom products, personalized products, special orders, or other non-apparel items.

We also do not accept returns on sale items or gift cards.

We do not offer refunds on final-sale items.

EXCHANGES

Non-Apparel Items

We do not offer exchanges on non-apparel items.

Apparel

Apparel exchanges may be considered on a case-by-case basis. We reserve the right to decline an exchange at our discretion.

Apparel exchanges are subject to all of the following conditions:

  • The item must be unworn and unwashed.
  • Original tags must still be attached.
  • The item must be returned in its original condition.
  • The item must be shipped back to us within 7 days of delivery.
  • The item must not have odors, scents, stains, damage, or other conditions that indicate it has been worn or used.
  • The customer is responsible for the cost of return shipping.
  • The customer is responsible for any shipping costs associated with sending the replacement item.

Once we receive the item, we will inspect it and reserve the right to refuse an exchange if the item is not in its original condition.

Apparel may only be exchanged for another apparel item and may not be exchanged for pottery, underglaze transfers, or other non-apparel products.

If the requested replacement size or item is unavailable, we may, at our discretion, allow an eligible apparel item to be returned for store credit instead.

Apparel returns do not qualify for a cash or original-payment-method refund.

REFUNDS

We do not offer refunds on purchases except where a refund is specifically required by applicable law or expressly authorized under this policy.

We do not provide refunds simply because a customer changes their mind, no longer wants an item, orders the wrong size, or is dissatisfied with a final-sale item.

For approved apparel returns where an exchange is not possible because the requested size or item is unavailable, store credit may be issued at our discretion if all requirements above are met.

CUSTOM & SPECIAL ORDERS

Custom orders, personalized products, and special orders are non-returnable and non-refundable.

Once work has begun on a custom order, payments and deposits are non-refundable because they cover time, materials, labor, and other costs associated with producing the order.

If payments cannot be completed on a custom order, any deposits or payments already made will not be refunded to compensate for time, labor, materials, and other costs already incurred.

INTERNATIONAL ORDERS

Potted By Jess is based in the United States.

Customers placing international orders are responsible for all applicable import fees, customs duties, tariffs, taxes, brokerage fees, and other charges imposed by their country or local authorities.

We will not issue a refund or cancellation because a customer was unaware of, surprised by, or unwilling to pay applicable import fees, tariffs, duties, taxes, or other customs-related charges.

Customers are responsible for researching the import requirements and potential fees for their country before placing an order.

We do not accept returns, exchanges, or cancellations for products shipped outside of the United States, including apparel.

This policy applies regardless of whether the customer is dissatisfied with the product, changes their mind, refuses delivery, or does not wish to pay applicable import fees.

If an international shipment requires additional shipping charges because the original shipping amount did not cover the actual cost of shipment, we may invoice the customer for the additional shipping charges.

ORDERS CONTAINING READY-TO-SHIP & PRE-ORDER ITEMS

If an order contains both ready-to-ship and pre-order or made-to-order items, please refer to our Shipping Policy for information about how and when the order will ship.

For international customers, separate shipments may be available but will require additional shipping charges.

CONTACT US

If you have questions about this policy or an issue with your order, please contact us at:

pottedbyjess@gmail.com

We are happy to help whenever possible, even when an item is not eligible for a return, exchange, or refund.