Terms | Shipping | Care

SHIPPING OVERVIEW

Our work is made in small batches and ships out as quickly as we can make it. You will receive an email notification with a tracking number when your order ships.

Please call us if your purchase is time-sensitive. We will do our best to accommodate expedited requests and can quote faster delivery options over the phone.

Luke and Lucy are not liable for lost or stolen packages and releases responsibility upon transfer of order to the shipping carrier. Luke and Lucy will not be held responsible for additional shipping charges incurred if packages are returned to our store due to customer absence, errors in shipping addresses or package refusal. If you refuse any shipments from Luke and Lucy, you remain responsible for all original shipping charges, and the cost of returning the package to us. We will subtract this amount from your merchandise credit, if any.

 

INTERNATIONAL SHIPPING

International orders can take anywhere from 1-3 weeks for delivery depending on the speed of your local post and customs office. Please note that your order may be subject to import duties and taxes, which are levied once a shipment reaches your country, and you will be responsible for paying all additional charges for customs clearance. You should contact your local customs office for further information. We cannot mark merchandise shipped overseas as a gift or otherwise lie about the product’s value to skirt or reduce customs fees.

For items shipped outside of the United States, you accept the risk of loss and title for that merchandise upon our delivery of your package to the carrier. Luke and Lucy are not liable for lost or stolen packages and releases responsibility upon transfer of order to the shipping carrier. Luke and Lucy will not be held responsible for additional shipping charges incurred if packages are returned to our store due to customer absence, errors in shipping addresses or package refusal. If you refuse any shipments from Luke and Lucy, you remain responsible for all original shipping charges, duties, taxes, customs incurred on the package (original and return shipments) and the cost of returning the package to us. We will subtract this amount from your merchandise credit, if any.

 

CANCELLATIONS

Since our work is made in small batch orders and will enter into production quickly after order receipt, orders can only be canceled within 24 hours of purchase – please email customer service.

 

DAMAGED ITEMS

If you receive an item broken or otherwise damaged in shipment, please contact our Shipping Department via email within five days at info@lukeandlucy.com. We will handle the claim with the shipping carrier and arrange to send a replacement out to you free of charge as soon as possible. Please retain the packaging and broken product until notified. Occasionally (especially for larger orders) the shipping carrier will want to collect and inspect the damage prior to approving a claim.

 

DEFECTS + WARRANTY

Each bowl may contain variations in color, glaze, brushstrokes, air bubbles, shape and finish. These slight variations occur with any ceramic process and should be considered characteristics unique to your piece, not flaws. To be sure high-quality products are produced, our manufacturing team inspect every piece at each step of our creation process.  However, we are human; and we occasionally make mistakes. If we have sent you the wrong item or something occurred in the shipping process causing damages to your order, we first and foremost apologize.

And second, we will correct the situation by providing a replacement at no cost to you.

Please email us at info@lukeandlucy.com to make arrangements.

 

 RETURNS + EXCHANGES

We accept returns within 14 days of receipt of goods. Due to the small batch nature of our work, we regret we cannot offer refunds. All sales are final. Please note, shipping charges are non-refundable. To be eligible for a return, your item must be unused, in the original packaging and in the same condition that you received it. Customers must email us within the 14-day return window to receive a return authorization before shipping back. Goods must be received back at our studio within 14 days of the SKU number being issued to be eligible for exchange or credit. Items received outside the return window will be refused and/or returned to the sender at the customer’s expense. Buyer is responsible for return shipping costs to our studio. Luke and Lucy are not responsible for any damage or loss that occurs when return shipping, so we strongly encourage you to pack the items well and ship via a trusted carrier.

How to make a return or exchange

1. Verify that your order qualifies for a return, then email us at info@lukeandlucy.com with EXCHANGE in the subject line.

2. Write the name used to make the order on the exterior of the box.

3. Pack the item(s) well and ship back to us using a trusted carrier. Items must be received within 14 days of the return request email issue date. Items that arrive damaged, without original packaging or previously used will void the return- we reserve the right to deny any returns that we feel do not meet our criteria for exchange.

4. You will receive a confirmation email when your return is successfully processed with instructions to redeem your exchange on our website, or a new tracking number for the exchanged items. Your exchange is valid for one year from issue date.

 

 CERAMIC CARE

Our ceramics are crafted in a durable, high-quality clay body and glazed with certified food safe, lead-free glazes. Every piece is oven, microwave, and dishwasher safe; however, hand-washing will always prolong the life cycle of your pottery. Dirt and stains on unglazed surfaces can be removed with a scrub brush and a bit of baking soda. Do not expose the wares to sudden, dramatic shifts in temperature (e.g. place into a hot oven from the freezer) or place over an open flame.

  

BRUSHED STAINLESS STEEL SPOON CARE

Rinsing with hot water immediately after use helps to reduce the chemical reaction of salts or acids.

Wash before using for the first time and as soon after each use as possible. Do not leave to soak overnight as mineral salts in the water will attack the metal surface.

Store and wash stainless steel and silver cutlery separately.

Wash knives separately and place spoon bowls in an upward position when washing to allow the water to rinse the items more effectively.

Remove cutlery and dry immediately after washing. Never leave in a closed, damp dishwasher.

Always follow the dishwasher and detergent manufacturers’ instructions for use.

 

PRIVACY + SECURITY

When you purchase something from our store/website, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.

When you browse our store/website, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.

Email marketing: We may send you emails about our store, new products, and other updates.

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

If you provide us with your credit card information, the information is secure. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow requirements and implement additional generally accepted industry standards.

Cookies may be used to enhance the users browsing experience. A cookie is a small text file stored on your computer that contains information that helps the website to identify and track the visitor. Cookies do no harm to your computer, consist only of text, cannot contain viruses and occupies virtually no space on your hard drive.

Prices for our products are subject to change without notice.

We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.

We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.

 

GIFT CARDS

We can only guarantee the authenticity of gift cards or egift cards if they are acquired through lukeandlucy.com or authorized Luke and Lucy retail partners. Gift cards or egift cards purchased through Online auction and classified ad sites may be counterfeit or have a zero dollar balance and can be canceled at any time if determined to be fraudulent. Luke and Lucy gift cards, and egift cards are redeemable for merchandise at lukeandlucy.com. Purchases will be deducted from each card’s balance until the value reaches zero dollars. Funds on this card do not expire and cannot be redeemed for cash, except where required by law. Luke and Lucy is not responsible for lost, stolen or damaged cards, or any unauthorized use. Your acceptance or use of this card constitutes agreement to these terms and conditions, which may change at any time. For customer service, email info@lukeandlucy.com.