FAQ

Where can I buy PotteryJo Ceramics products?

We sell our products through our website and at our retailers around Scandinavia.

The item I want to purchase is out of stock. When can I expect it to be available?

Items come back into stock in usually 2 to 3 months. This time frame may be longer during some periods of the year.  For a certain answer send us an e-mail.

I noticed that some of the potteryJo pieces are no longer available. Why?

We are currently working with a palette of 13 beautiful glazes in our dinnerware products, most of them are in our basic collection of glazes dating back from the start in 2011. We are also working with seasonal glazes in some of our collections, these will be here for a limited time only.

Where can I find more information about potteryJo history?

Check out our story.

Can I take a tour of your factories?

You can get a glimpse of our factories in the "Our Story" section and there are also things to see from there on our Instagram.

What’s your warranty on potteryJo products?

We warranty our ceramic tabletop products for up to one year from purchase for proven defects in manufacture.


Shipping & Exchanges

What carrier do you use to ship, and to where do you deliver?

We normally ship with Ups or DHL depending on deliveryplace. At the moment we ship within the EU.

Where can I read potteryJo’s Privacy Policy?

Right here. Our Privacy Policy discusses your rights, the personal information we collect from you, why, and how we may use it. It's not exactly a quick read, but we hope it is enlightening. Most importantly — we treat your data as if it were our own, securely, and respectfully.

 

Care & Maintenance

Is potteryJo dinnerware microwave and oven safe?

Yes, our dinnerware is microwave safe, and dishwasher safe, some of our pieces are also oven safe. Always be careful to avoid temperature shocking ceramics from extreme hot to cold. A good rule of thumb is to heat things slowly, evenly, and carefully. Don´t let the ceramics soak in water for a longer period then neccessary.

Can I use my potteryJo on the stove?

No. Heath dinnerware, including teapots, is not for stovetop use or use with an open flame.

Is potteryJo dinnerware dishwasher safe?

Yes. For dishwashing, avoid more acidic and abrasive detergents, such as Cascade and Lemi Shine, which can cause unnecessary wear on some of our glazes. We recommend gentle, environmentally-friendly detergents to maximize extending the life of your dishes.

When loading your dishwasher, always be sure to rinse first and make sure not to overload or allow plates to touch. You may also want to wash on a gentle or China cycle for a shorter wash time, less intense pressure, and lower heat.

My silverware leaves marks on my plate. How do I clean it?

To remove marks left by silverware, we recommend hand-washing periodically with a metalpolish of some kind.

Please note that flatware marks actually sit on top of the glaze rather than cut into it. That’s right: the ceramics are actually stronger than the soft metal in the flatware, which causes forks and knives to occasionally leave a superficial residue — not the other way around.

Do potteryJo dishes ever get stained?

Staining sometimes occurs if food, especially something acidic, is stored too long in Heath products. It’s best to remember that Heath pieces are for serving — not storage — but if you do find yourself in this situation, we recommend thoroughly hand-washing with a metal polish.

 

Quality & Safety

What’s your warranty on potteryJo products?

We warranty our ceramic products for up to one year from purchase for proven defects in manufacture. If you encounter issues with your Heathware, please email or call Customer Service with details and we will help resolve the issue.

Do your ceramics contain lead or any other harmful ingredients?

We do not use lead as a glaze ingredient. Since every piece of dinnerware — from clay to kiln — is made in our factory in Portugal, we know our materials and where they come from.

We use rigorous third-party testing to ensure the safety of our ceramic products. In fact, we not only meet, but exceed the EU standards for food use.

I noticed that no two of my potteryJo pieces look exactly alike. Is that normal?

We proudly handcraft our ceramics in a way that’s uniquely PotteryJo. Our materials and process result in natural variation from piece to piece, including irregularities in glaze color, texture, and finish — and that’s something we celebrate.

We feel that these characteristics are in no way considered flaws and only add to the one-of-a-kind beauty of our products. Each piece is carefully inspected to ensure that it lives up to our high standards of quality as well as those our customers have come to expect from PotteryJo Ceramics.

For information about quality and care of our ceramic products, click here.

 

Shipping & Exchanges

How do you ship?

Orders are shipped via UPS Ground and ship within 2–3 business days, You will receive an email notification with a UPS tracking number when your order ships.

Do you ship internationally?

We ship within the EU countries.

How do you pack my order?

We use fully recyclable paper and wellboxes for our packaging to eliminate plastic and Styrofoam waste (you can recycle ExpandOS with your regular paper or cardboard recycling).

Will you gift wrap my order if I include a gift message?

We don’t offer gift wrapping for shipped orders, since the the safety of your products is our number one priority in how we design our packaging for traveling. They’re fully recyclable, as are the cardboard boxes used to ship your order. Read more of our Shipping Philosophy here.

What if something in my order broke during shipping?

Any breakage in shipment must be reported to PotteryJo 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.


 

Exchanges

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). Please ensure items show no signs of use.

We are unable to process exchanges during our Sample Sales and Annual Sale event  (sign up for our newsletter to receive updates about Sample Sale).

How do I complete my exchange?

All exchanges sent back to PotteryJo 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.

What if my exchange breaks during shipping?

PotteryJo 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.