Shipping & Exchanges
Thoughtfully, swiftly, and safely — here’s how our ceramics, dinnerware, and home accessories reach you. From our team in San Francisco to wherever you are, each piece is packed and shipped with care.
We’ve gathered some frequently asked questions about shipping and exchanges, but don't hesitate to call us at 415 361 5552 x12, start a chat, or email email@example.com.
How do you ship?
Orders are shipped via UPS Ground and ship within 2–3 business days, with exceptions for furniture, rugs and wallpaper. Expedited orders placed on Saturday & Sunday will ship on Monday, and are dependent on inventory. You will receive an email notification with a UPS tracking number when your order ships. We do not ship to APO or PO Boxes due to UPS shipping restrictions.
Do you ship internationally?
Yes! International shipping rates vary according to destination country. International tax and duties are not included in our shipping cost; the recipient is invoiced for this once the shipment reaches its destination. Contact us with your shipping address, order details, and estimated cost for a shipping quote
What about shipping for furniture, rugs, or wallpaper?
Due to the made-to-order nature of most furniture, rugs, and wallpaper, lead times vary (listed in their product descriptions). Take a look at the FAQ for the Nomad Collection and Heath for Hygge & West wallpaper (wallpaper samples ordered online ship for free). Don’t hesitate to call us if you still have questions.
How do you pack my order?
We use fully recyclable ExpandOS for our packaging to eliminate plastic and Styrofoam waste (you can recycle ExpandOS with your regular paper or cardboard recycling). Sensitive hands, be mindful — some ExpandOS have sharp edges.
What if something in my order broke during shipping?
Any breakage in shipment must be reported to Heath Ceramics within 5 days of receiving the shipment. Please email Customer Service with your transaction number or packing slip number and a photo of the breakage. A photo is necessary to reship your product.
Can I receive my order through the UPS Access Point network?
In major metropolitan areas, the UPS Access Point network now offers local parcel retrieval if UPS is unable to deliver on the first attempt. UPS will leave a note indicating location and time for pickup (customer photo ID is required). You can also enroll in UPS’s free My Choice program to reroute your packages to an Access Point site in advance.
What’s your exchange policy?
We are happy to exchange items within 30 days of purchase for store credit or exchange only, with some exceptions (see below). We cannot offer refunds. Please ensure items show no signs of use.
Please note that all web specials, furniture, and rug sales are final sales and cannot be exchanged. For wallpaper queries, please contact Hygge & West directly.
We are unable to process exchanges during our Open Studios and Annual Sale event in late November (sign up for our newsletter to receive updates about Open Studios). Items brought in for exchange or store credit during this period will be issued an exchange authorization number and a store credit will be mailed to you within 3–5 business days.
How do I complete my exchange?
All exchanges sent back to Heath Ceramics must be accompanied with a receipt or original packing slip and an EXCHANGE FORM. Please contact Customer Service to request the exchange form, your Return Authorization number, and have your proof of payment handy.
Exchanges in store must be accompanied by proof of payment. Exchanges without proof of payment will be processed at factory seconds pricing.
What if my exchange breaks during shipping?
Heath is not responsible for any damage that occurs when return shipping so we strongly encourage you to pack the items well and ship via a trackable carrier. Please note shipping costs are non-refundable.