FAQs
I saw a piece in your Northampton store (or on your Instagram account), but I can't find it in the online shop. Can I order it?
Absolutely! Only a small selection of the pieces we carry are currently available on our website. Please contact us to describe the piece you're interested in. We're happy to work with you to order exactly what you’re looking for! We are able to take credit card payments over the phone or send Paypal invoices via email, whichever method works best for you!
Are your products dishwasher/oven/microwave safe?
Well, most of the earrings and purses aren’t….
Anyway, it depends on the artist! Most of our pottery is dishwasher, oven, and microwave safe, as we really value functional work, but it does depend (some beautiful things are worth a bit more time and care). That information should be available on each item's page but if it’s not, reach out! We’ll let you know.
Do your artists do custom work?
Many do! Some don’t! It just depends on the artist and their workflow and capacity. If you see an artist whose style you love but have a vision for a custom piece, contact us and we’ll let you know what is (and isn’t) possible.
Carlos Silva/Centuries Clayworks, for example, does a lot of custom color combinations for his pieces!
What materials are your items made of?
Each item’s page should have what material(s) it’s made out of. If this information is ever missing (our apologies) or if you have questions about what a material’s significance is (for example, gold vermeil vs gold-fill vs gold-plating) contact us!
Why doesn’t my item perfectly match the photo or other of the same item I have?
That’s the nature of handmade work! Each piece is perfectly unique with tiny intricacies that make it special. However, if your order does not meet your needs and you would like to return your product, we understand. Please see our return policy above.
If you are trying to match a product you already have and/or have parameters you're working within (think exact bowl/plate diameter so as to create a neat stack), contact us so we can work with you and the artist to get you what you need.
SHIPPING
When will my item ship?
We do our best to have the items sold online ready to be shipped from the store within 3 business days. However, due to the nature of our little business, sometimes it takes a little longer than that. Furthermore, if we do not have a product in stock in the store, it is most likely a piece that one of our artists will create specifically for you. In those cases, the item’s listing will have shipping expectations on it. If anything is expected to be different than what is on the item’s page, we will contact you right away.
If you have questions about an item's availability before purchasing, please feel free to contact us. If you would like to purchase an item and need it by a certain date, we will do our very best to get it to you in time, but would recommend a quick conversation with us first, just so we're all on the same page about the timeline and a plan!
I ordered a piece that’s being specially made for me a couple of weeks ago and haven’t gotten an update in a while. What should I do?
Email or call us! You can always reach out if you would like an updated ETA on your order. Artists are artists and sometimes they don’t always update us in a timely manner with their progress, but that doesn’t mean they’re not working on your order, nor does it mean that we’ve forgotten about you or haven’t been in contact with the artist behind the scenes. But if you’re worried, just reach out and ask! It’s what we’re here for.
Do you ship internationally?
Unfortunately, we do not. We currently only ship throughout the United States (including Alaska, Hawaii, Puerto Rico, and the U.S. Virgin Islands).
Can I save the shipping charges and pick up my purchase at PINCH?
Yes! Just select “Pick Up” at check out. You can also call or email us to arrange a purchase and in-store pick up.
Is your packaging material eco-friendly? And, why did my Pinch order arrive in a W.B. Mason box…?
Great question. We use eco-friendly packaging wherever we can! A HUGE part of that is reusing the boxes we've received from our artists and suppliers (like W.B. Mason, for example) send us. Reduce, Reuse, Recycle. We very much follow this rhythm at Pinch. Reducing as much waste as possible, Reusing everything that we can (especially when it comes to shipping), and Recycling whatever remains. We encourage you to recycle and/or reuse your Pinch packages as well!
When we aren’t shipping in used boxes, we get all the rest of our boxes from USPS Priority Mail, which has achieved the Silver Level Cradle to Cradle Eco-Friendly Certification. This means that not only are the boxes 100% recyclable, but also that the environmental impact and sustainability of each individual element of the boxes (1,400 ingredients were looked at in this process) has been analyzed and painstakingly proven to be eco-friendly! We love a mail carrier that cares about the earth!
RETURNS
Is it possible to return a piece that doesn't work out?
All items purchased through our online shop may be returned for a refund or exchange. They must be in their original, re-saleable condition, within 30 days of receipt. You are responsible for shipping the item back to us within that time frame. We recommend that you use the original shipping materials, and we regret that we cannot refund the cost of shipping. CODs are not accepted. You can expect a refund in the original form of payment within 7 to 14 business days after we receive the return.
All items purchased at our Northampton shop may be returned with the receipt for exchange or store credit only. They must be in their original, re-saleable condition, within 30 days of purchase.
What do I do if my order arrives damaged?
If you received a product that is damaged, please contact us within 72 hours of delivery with photos of the damaged item and its packaging. We will then work out a return or exchange with you. After 72 hours of the delivery date, damaged goods will not be taken into consideration.