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Track your order, understand our shipping journey, or find answers to common questions about our handcrafted ceramics.
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The Shipping Journey
A visual timeline of your handcrafted treasure's trip from Bat Trang Village to your home.
Handcrafted in VN
Step 1: Once you place your order, we carefully package your items within 3 business days and dispatch them to our International Logistics Partner's warehouse in Hanoi, Vietnam.
International Hub
Step 2: Our logistics partner handles the international leg, transporting your package to the distribution hub in your country. Tracking may show "Label Created" during this flight.
Final Delivery
Step 3: Once arrived in your country, the package is handed over to the local carrier (e.g., USPS, Royal Mail) for final delivery to your doorstep. NOTE: ACTUAL DELIVERY TIMES MAY VARY DUE TO CUSTOMS OR WEATHER.
Don't worry! Your package is flying internationally to the local warehouse. Tracking information often shows "Label Created, not yet in system" while in transit. It will update instantly once it lands in your country and is scanned by the local carrier (USPS/Royal Mail/ FedEx/AU Post...).
USA (USPS)
10 – 12 business days total transit. Free shipping on orders within the contiguous United States.
Europe
UK (Royal Mail): 7–10 business days. EU & Rest of Europe: 10–15 business days.
Other Regions
Canada: 10–12 days. Australia/NZ: 12–15 days. Asia (Singapore/Korea): 3–7 days. Rest of Asia: 10–15 days.
Our “Safe-Arrival” Promise
See how we pack your treasures to ensure they withstand the long journey.
Securely Packaged for Global Travel
- ✅ Multi-layer Bubble Wrap protection
- ✅ Sturdy Carton Box: High-quality cardboard to prevent crushing.
- ✅ Void Fillers: To ensure zero movement inside the box during transit.
Solutions Center
Quick solutions for common shipping scenarios.
My package is delayed/lost?
Orders may encounter delays while in transit. If your package is lost, email us at thevietpotter@gmail.com with your order number. We will track it down. If confirmed lost, we will either send a replacement or give you a full refund. We've got you covered!
Item arrived damaged?
Take a quick photo before/after opening. Email us immediately with photos of the damage. We will send a replacement right away.
Wrong address?
Once an order has been processed/shipped, we cannot change the address. If a package returns to us due to a wrong address, we will contact you to confirm the correct one and arrange redelivery (a small additional shipping fee may apply).
Returns & Exchanges
Simple, transparent policies to ensure your satisfaction.
Items damaged/cracked during delivery. Wrong model/type delivered. Incomplete sets. Unused items within 14 days.
Final sale items. Used items. Change of mind > 14 days.
Email Us
Contact thevietpotter@gmail.com with photos & order #.
We Confirm
We review your request within 3 business days.
Ship / Replacement
You ship the item back (if required). We send a replacement. We only refund if the item is out of stock.
- We accept returns within 14 days from the date of purchase. To be eligible, your item must be unused and in the original packaging.
- Damages: We recommend checking for breakage immediately upon receipt.
- Shipping Costs: You are responsible for paying shipping costs for returning your item. We pay the shipping costs for sending you the new replacement item.
- Exchange Policy: We primarily exchange and replace damaged products with a new one of the same value.
- Refund Policy: We only accept refunds in the SOLE CASE where the item is no longer available in stock. In this case, we commit to refunding 100% of the amount paid.
Product Care
How to keep your ceramic figurines looking timeless.
Rinse
Gently rinse the figurine with clean water to remove surface dust.
Brush
Use a soft brush (an old toothbrush works great!) to gently scrub away moss or dirt, especially for items used in terrariums.
Dry
Allow the figurine to air dry completely. Note: Avoid harsh chemicals or abrasive tools.
Payments & Billing
Still need help?
Have questions about our product, need help finding the perfect piece, or just want to chat about Vietnamese ceramics? We'd love to help!