Frequently Asked Questions🐻

Shipping & Pickup

  • Do you offer free shipping?

Yes! For those living in Canada, free shipping is available for orders over $69.

 

  • Can I pick up my order at a local market?

Absolutely! We love meeting you in person. You can choose the "Market Pickup" option at checkout.

To check our latest dates and locations, you can view our Market Schedule on our website or Instagram. Please remember to write your preferred market location in the "Order special instructions" box at checkout so we know where to bring your goodies!

Returns & Damages

  • What is your return policy?

To keep our small business sustainable, we generally do not accept returns or exchanges. However, your satisfaction is our priority. If your item arrives damaged during transit or has a significant quality issue, we are here to help.

  • What if my item arrives damaged?

Accidents happen during travel! If your order arrives broken or defective, please contact us with photos within 48 hours of delivery. We will quickly arrange a replacement or a refund for you.

  • Are handmade imperfections considered defects?

Part of the charm of our ceramics is their unique, handmade nature. Please note that minor variations like tiny pinholes, small black dots, or slight glaze differences are natural characteristics of the firing process and are not considered defects.


Orders & Refunds

  •  Can I change or cancel my order?

We try to package your "hugs" as fast as possible, so we cannot guarantee modifications once an order is placed. Please email us immediately, and we’ll do our very best to assist you.

  • How long do refunds take to process?

Once approved, your refund will be sent back to your original payment method within 3-5 business days. Note that your bank may take additional time to post the credit to your account.

  • Still have questions?

We’d love to chat! Feel free to reach out to us at kuma.kuma.yeg@gmail.com.