How long will my order take?
Our pieces ship from makers around the world, so timing varies. We process orders in 1 to 3 business days, and most US orders arrive within 8 to 15 business days after that.
You will get tracking by email as soon as it is live. If anything is running behind, we will tell you before you have to ask.
Why did my order arrive in separate packages?
Because different pieces come from different makers. Nothing is missing. Each parcel travels on its own tracking number and the rest is on the way.
Can I change or cancel my order?
Email us within 12 hours of ordering and we will do our best to catch it. After that your order is usually already with the maker and moving. You can still return it once it arrives.
What is your return policy?
You have 30 days from delivery to return anything unused and in its original packaging. Email support@fauxfold.com with your order number to start.
Return shipping is covered by the customer unless the item arrived damaged, faulty, or was not what you ordered. In those cases it is on us.
Once your return reaches us, refunds are issued within 5 business days. Your bank may take another 3 to 5 days to show it.
Did your item arrived damaged?
We are sorry. That is genuinely annoying and we will make it right.
Send a photo and your order number within 7 days of delivery and we will replace it or refund you, your choice. Do not worry about shipping the broken one back, and please do not feel bad about it. Some of our ceramics travel several thousand miles and then lose their nerve in the last ten feet. It is not your fault and it is not a problem.
Did you get the wrong item, or something is missing in your order?
Email us a photo and your order number. We will send the right piece out and sort the rest on our end. You will not be asked to pay twice or to prove anything.
How do I reach a real person?
Email support@fauxfold.com. We answer within 1-3 business days, usually much sooner.