Shipping policy
How long does it take to process an order?
Please allow 1-3 working days for your order to be processed. I make every effort to package your order as quickly as possible.
Your order will be send with PostNord as a Regular Parcel. Shipping charges for your order will be calculated and displayed at checkout. You can see shipping times here.
International shipping
I ship all over the world and you can pay with the most common credit cards.
Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Iben Overgaard Pottery is not responsible for these charges if they are applied and they are the customer’s responsibility.
Returns, exchanges and cancellations
Yes, I’ll gladly accept them!
- Contact me within: 7 days of delivery at iben@overgaard.dk
- Ship items back within: 21 days of delivery
- Request a cancellation within: 24 hours of purchase
The buyer is responsible for return shipping costs. If the item is damaged upon return, the buyer is responsible for any loss in value as well.
Do you offer gift-wrapping?
Since I need to make sure the pottery you ordered arrives undamaged, it must be wrapped in a lot of bubble-wrap. I can gift-wrap your pottery inside those protective layers. I am also more than happy to include a handwritten message on your behalf, and add it to your parcel. Please let me know if you wish to have an item gift wrapped in the field for messages at checkout
Is a refund possible if I am not happy with the pieces?
Yes, it is. Please first send me an email, with a picture of the pieces you have received, and the reason you are not happy with them. You can send the pottery back to me, that is, to the same address it came from. Please pack the item as carefully as possible, in the same way it was packed when you received it. After I receive the pottery, a refund will be issued back to your credit card or original method of payment within 30 business days.
NB: The buyer is responsible for initial shipping costs AND return shipping costs. If the item is damaged upon return, the buyer is responsible for any loss in value as well.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Are there any items that cannot be returned or exchanged?
I cannot accept returns for custom-made or personalized orders, unless they arrive damaged or defective.
Unfortunately, I cannot accept returns on gift cards.
Refunds
I will notify you once I’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within X days of receiving your shipping confirmation email, please contact us at support@email.com with your name and order number, and we will look into it for you.
What should I do if I have another question?
Please contact me if you have any problems, questions, challenges or doubts via iben@ibenovergaard.dk I am always happy to help!