Frequently asked questions
Will it survive shipping? It's fired clay.
Every piece ships double-boxed with foam padding, because unprotected clay does not travel well. If yours arrives chipped or cracked, send us a photo — we replace it and you keep the damaged one. No return shipping to arrange.
Is it dishwasher and microwave safe?
No, on both counts, for every piece in this collection. Hand wash with mild soap and dry fully. Unglazed terracotta in particular absorbs water, and a soaked piece put away wet will develop odor. This is genuinely more work than mass-market dinnerware — it's the trade-off for fired clay.
Can I put food directly on the unglazed terracotta?
Yes for dry and plated food. Avoid using unglazed pieces for anything oily or strongly colored — tomato, turmeric, beetroot — because raw clay absorbs and stains permanently. For saucy meals use the glazed two-tone plate or the ceramic bowls instead.
Will it look exactly like the photo?
No, and that's the point. Fired clay takes color from the kiln, so tone varies piece to piece, and handworked details like the wavy rim differ every time. If you need six identical plates, this is the wrong collection.
Where do you ship?
We ship within the United States only. No international shipping.
Is shipping free?
Yes. All orders ship free of charge, regardless of cart value — even the largest floor planters.
When is my order processed?
We prepare orders in 1–2 business days, packed in double-wall cartons built for ceramics. Orders placed before 4:00 PM Eastern Time on a business day are processed the same day.
How long does delivery take?
Total time: 5–7 business days (1–2 days handling + 4–5 days transit with UPS, USPS, FedEx or DHL eCommerce).
How do I track my order?
As soon as your order ships you receive an e-mail with the tracking number and carrier link. You can also check anytime on our Track Your Order page.
Can I return a product?
Yes. We accept returns within 30 calendar days of delivery — no reason required, no restocking fees. Details in the Returns & Refunds Policy.
Who pays for return shipping?
For damage, a defect or a wrong item — Vensioshop pays. For a change of mind — the customer pays. Either way, we provide the return label after you contact support.
When do I get my refund?
Within 7 business days of the returned item arriving at the warehouse. Refunds go to the same payment method used at purchase.
Which payment methods do you accept?
Visa, Mastercard, American Express and UnionPay cards; Apple Pay, Google Pay and Shop Pay digital wallets. Details in the Payment Policy.
Is payment secure?
Yes. All payments run through Shopify Payments — PCI DSS Level 1 certified, with 3-D Secure and SSL/TLS encryption. Your card details never touch our servers.
Are there hidden fees?
No. The price on the product page plus any applicable sales tax shown at checkout is everything you pay. Shipping is free. No handling fees, no surcharges.
Can I cancel or change my order?
Yes, but without delay. Write to support@vensioshop.com. Changes are only possible until the package is handed to the carrier.
I received a different product than I ordered — what do I do?
Contact us by e-mail (support@vensioshop.com) with your order number and photos. We cover return shipping and, your choice, send the correct item or refund you in full.
How do I contact customer support?
E-mail: support@vensioshop.com. Phone: +1 724 330 4038. Hours: Mon–Fri, 9:00 AM – 5:00 PM (Eastern Time). We reply within 1 business day.
