Buying Handmade
Every piece is unique and handmade. Small variations in form, size, and color are to be expected. No two items will be the same, which makes each piece one of a kind.
All dimensions and measurements are approximate.
All items are food-safe unless otherwise specified.
We make every effort to represent each piece as accurately as possible, but if you are not satisfied please let us know.
Product Care
Ceramic Care Instructions
Each ceramic piece is made with love here in our studio. Each piece is durable and should last you a very long time. However, since they are handmade and are functional pieces of art, we recommend you follow the care instructions below to ensure your piece lasts for as long as possible.
All ceramic pieces are dishwasher safe, but we highly recommend hand-washing in hot soapy water to maintain the longevity of your ceramic pieces. All products are microwave-safe unless otherwise noted on the product page. To avoid cracking caused by thermal shock (especially in the winter), pre-warm your pieces by filling them with hot tap water and wait a minute before adding boiling water. We do test every mug and bowl with hot water before sending them out to you! All pieces are sanded on the bottom, but they can still have grog that can scratch surfaces, so be careful!
Painting Care Instructions
Each painting is made with love in our studio. All paintings should be handled with care to ensure the longevity of the piece.
Watercolor & Gouache Painting Care:
1. Protect paintings from moisture: Keep paintings away from moisture and humidity to prevent colors and paint from bleeding or mold from developing.
2. Frame for protection and shield from sunlight: Frame the watercolor and gouache paintings under glass with acid-free matting. Make sure the glass does not touch the surface of the paintings. Keep the painting out of direct sunlight or use UV-protected glass to keep the painting from fading.
3. Store paintings properly: Store paintings in a cool, dry place away from heat sources and fluctuations of temperatures. Keep paintings flat or upright to prevent warping or bending.
4. Clean with caution: If your painting needs cleaning use a soft brush to gently remove dust or debris. Avoid using water or cleaning solutions unless absolutely necessary.
Oil Painting Care:
1. Shield from sunlight: Oil pigments are relatively stable but can fade when exposed to prolonged sunlight. Hang your oil painting in a location away from direct sunlight.
2. Store properly: Store paintings in a well-ventilated area with stable temperature and humidity levels. Keep paintings flat or upright to prevent warping or bending of the canvas.
3. Clean with caution: If your oil painting needs cleaning, please contact a professional conservator. Avoid using water or cleaning solutions yourself, as they can damage the paint layers and varnish.
Custom Orders
Sign up for our newsletter to get updates on when we are accepting custom orders.
Returns & Exchange Policy
ALL SALES ARE FINAL. We do not accept returns, exchanges, or cancellations. Please contact us if there are any problems with your order. All shipping costs will be the responsibility of the buyer. In the case that a product arrives damaged or broken, please email us at hello@lukykoi.art or send us a message on Instagram with photos and videos of the damaged product and your order number. We will do our best to resolve the issue in the best way that we can.
Damaged Items Policy:
Please report any damaged pieces within 48 hours of delivery. All items are inspected before shipping and should arrive to you undamaged.
If your order is damaged or broken:
1. Immediately photograph the package as received and the broken piece(s).
2. Provide a video if possible, of the broken or damaged piece so we can have a full scope of the damage.
3. Contact us within 48 hours of receiving the piece
4. Keep the packaging and broken pieces on hand.
Theft:
If a package is marked as delivered by your selected mail carrier (USPS, FedEx, UPS, etc.), it is very unlikely that they will fulfill any claim that is filed for missing goods. We are not responsible for stolen packages. Please keep a look out for your items once you receive your tracking number.
Shipping Policy
We ship worldwide. We ship pieces with USPS, FedEx, and UPS and can guarantee full tracking for every country we can ship to. Estimated shipping times are between 5-10 business days. We will do our best to meet these shipping estimates, but cannot guarantee them. If you order more than one item in separate orders to the same address we will try to combine your pieces to safely fit in one box. We will refund any excess postage paid only for US orders.
Shipping costs are calculated at checkout. Buyers are responsible for following up with the tracking of their orders and contacting their carrier directly for any questions about tracking. Please be aware that tracking to your delivery point may not be available for certain countries.
International buyers must buy at their own risk. International buyers are responsible for any customs charges or fees upon arrival in your country. The seller is not responsible for late deliveries, lost packages, and things out of our control after shipment. Please be aware that international shipping may take up to 1-2 months longer.
Custom policies vary by country and are not something that we have control over. The buyer is responsible for covering any duties and taxes incurred, due upon the receipt of your order. Please double-check that your address is correct before your order is shipped. Any packages sent due to incorrectly entered addresses are not refundable. Once the package has been dispatched, you will receive a shipping confirmation email with your tracking number. Please use your tracking number for updates. Every piece is protectively wrapped in triple bubble wrap, surrounded by water-soluble peanuts in a cardboard box to ensure no movement during transit. We will try our best to package everything using environmentally friendly and recyclable materials. We do not accept returns or refunds, however, if your item does arrive broken or damaged, you will be able to get a replacement. It’s very unlikely but if your piece(s) arrive broken or damaged please send us an email to hello@luckykoi.art or contact us on Instagram with pictures and a video of the damaged piece(s) and your order number. We will do our best to resolve this issue for you with a replacement piece.
Frequently Asked Questions
- Do you ship internationally?
Yes, we ship worldwide. Please be aware that we will not be responsible for any taxes and duties that may arise during customs clearance. - When will my order ship?
All orders will generally be packed and shipped within 5-7 business days from the time of purchase except in cases of holidays. Orders marked “Made to Order/Pre Order” will be made and shipped within 2-6 weeks from the time of purchase. In some cases, it may be longer, for all made-to-order pieces, you will be updated via email on the production and shipping time for your order. If you need your orders by a specific timeframe, please order ahead of time by at least two weeks to allow time for processing or shipping. Please contact us before you place your order so we can get your package to you if it is a time-sensitive order. If you have any questions about the shipping of your order, please feel free to contact us! - How do I track my package?
Once your order ships, you will receive a shipping confirmation email with your tracking number. It can take up to 24 hours before shipment tracking information posts. If you have any questions about the shipping of your order, please feel free to contact us! - Can I cancel my order?
Order cancellations must be notified by email to hello@luckykoi.art within 2 hours of purchase. - I am sending a gift to someone from your shop. How do I create my order?
When sending a gift, please make sure that you put the name and address details of the person you are sending the gift to in the mailing address section when you are at the pay portal. - How do I add a note when sending someone a gift from your shop?
You can write the note you want to add to the package in the checkout section. - I entered the wrong shipping address. What do I do?
If you need to make an address change after you’ve placed your order, please send an email to hello@luckykoi.art or send us a message on Instagram to let us know as soon as possible. Any packages sent due to an incorrectly entered address are not refundable, we are not responsible for undeliverable packages due to incorrect addresses. Please double-check that the address is correct before you checkout and that you include house/apartment or unit numbers. *FedEx and UPS do not ship to PO Boxes* - How do you package your items to ensure that they are safe in transit?
All orders are packaged with love and care. Every piece is protectively wrapped in a honeycomb paper wrap, surrounded by water-soluble peanuts, and placed in a cardboard box to ensure there is no movement during transit. - Do you accept returns or refunds?
No, we do not accept returns or refunds. However, it is very unlikely but if your piece(s) arrive(s) broken or damaged please send an email to hello@luckykoi.art or contact us on Instagram with pictures and a video of your damaged product along with the order number. We will do our best to resolve the issue in the best way possible. - Do you take custom orders?
Yes, we accept custom orders. All the details about custom orders can be found on our Instagram. We also use our newsletter to announce shop updates, if you don’t want to miss them, sign up for our mailing list to be the first to hear about commissions and new products. - Who is responsible for duty fees and taxes?
Many countries charge value added taxes (VAT) or duty fees on internationally purchased merchandise. You, the buyer, are responsible for covering any duties and taxes incurred, due upon the receipt of your order. Duties and taxes are usually charged if the value of your items is over a certain threshold. It is the buyer’s responsibility to be aware of their resident country’s fee thresholds and taxes surrounding the purchase of international goods. We are in no way responsible for VAT charges or duty fees. Unfortunately, we have no control over these charges as customs policies vary by country. If you have any questions related to customs charges you are advised to contact your local customs. - Are your ceramic pieces food safe?
All of my ceramic pieces are handmade and hand-glazed/painted by staff. All glazes are LEAD FREE and FOOD SAFE. All pieces are food safe unless marked otherwise.
- How do I care for this handmade piece?
We recommend hand washing your pottery to extend the life of the piece. Treat your new art pieces with care. - Are your ceramic pieces dishwasher and microwave-safe?
All of my ceramic products are microwave and dishwasher-safe unless otherwise listed in the product description. However, we do recommend handwashing the pieces to preserve their longevity. - Why do you have two storefronts?
I am operating two storefronts to give users more access to my products. All original pieces of art will be sold on this website and additional prints and stationary can be found in our Etsy store. Because Etsy takes a commission, our pieces on their site will be a bit more, but you will still be able to buy all products here first. All products that are available on our Etsy will also be available on our website. - I don’t see my question listed, what is the bestway to contact you?
If you have any other questions, we can be messaged on Instagram or you can email us at hello@luckykoi.art
