Dahlhaus is completely designed, and hand-made from scratch exclusively by Heather Dahl. All designs and glazes are made with food-safe glazes and are meant to be enjoyed and used. It's best to hand-wash handmade, but it can withstand the dishwasher or microwave use on occasion.
When will I receive my order?
Unless otherwise stated, most of the available items in my shop are ready to ship. If not, I will email you straight away and let you know the wait-time before shipping. In general it can be a 1-3 week wait on made to order ceramics so please send me an email to confirm that I have what you want in stock if this concerns you.
I usually ship within 1-3 business days of receiving your order and will send you a confirmation email to let you know when your item was shipped and when you can expect to receive it.
How is my order packaged?
Please be advised that I will do my best to pack your order so it can withstand the long journey from my studio to your door! Bubble wrap, corrugated cardboard and then eco-friendly packing peanuts (that can be composted!) sometimes double boxed if it's a larger item are all used to make sure your pot gets safely to you. It might not look too pretty, but I assure you that a lot of care and attention goes into packing your order to send safely on its way.
My order arrived damaged, what do I do?
Should the un-thinkable happen and a piece arrives damaged, please email me with a photo, along with the name the order was placed under within 48 hours of receiving the package. I'll remake the order for you or issue you a store credit in exchange.
Defects: Every piece is inspected for flaws before leaving our studio, but we are only human. In the event of a defective item, notify me with a description of the issue -I will diagnose the problem and can ship a replacement or issue store credit (your choice) upon determination of a defect. Shipping for defective or damaged items is free. Please note, All products are handcrafted. There may be slight variation in color, texture, finish + size. These are not considered flaws.
In some cases there may be a slight difference between the ceramics in the photograph and the ceramics you receive in your order. The photographs are taken as an example of the piece you will receive and while great care is taken to replicate my designs, because I hand-make and hand glaze each piece, there will be slight differences in the recreation of that design. If you have any concerns regarding this, please contact me and I will do my utmost to remedy the situation. Thank you for understanding the nature of hand-made!
Do you offer discounts for buying multiple pieces?
At this time I can only offer tiered discounts off retail prices for orders over $1000 that meet our quantity minimums per design. Please budget a minimum of 6 weeks from order to delivery, and 8 weeks around the holidays. Please email me prior to purchase to arrange your discount and discuss fulfillment deadlines & shipping costs.
Regretfully I cannot offer discounts below the stated minimum. Due to the handmade nature of ceramic production, it does not get less expensive to make with higher volume (unlike most manufacturing methods) and being a small studio, our profit margins are much slimmer than bigger companies who have their work produced overseas.
Do you offer custom designed products?
When my schedule allows I welcome special projects — please email me to discuss your project. I currently don't create custom ceramics for resale and only take on projects that fit with my current ceramic practice.
Do you offer wedding registries?
I'm happy to create wedding registries for people! Please email me for more information.
Can I put your ceramics in the microwave/dishwasher?
Do not expose the wares to extreme and sudden fluctuation in temperature. If you use it in the oven, place the bowl in there during preheat so it is gradually warmed (and don’t take it above 400 degrees), and start with the fridge before you graduate to the freezer.
Hand-made = Hand-washing for long lasting returns. Dishwashers often have a very hot drying cycle so it's not the best for hand-made pots.
Microwaves conduct uneven heat and sometimes this can have an effect on particles in the clay that are expanding and contracting at different rates. I have microwaved my work with food in it for 2-3 minutes at a time and haven't personally had any issues, however it's best to be cautious.
How do I best clean marks & stains off of your ceramics?
Dirt and stains on unglazed surfaces can be removed with a scrub brush and a bit of baking soda mixed with water. Metal marks from silverware (due to the ceramic being harder than the metal) can be easily removed with Bar Keeper’s Friend.
How do I include a gift message with my order?
Include a note in the message to seller section of the Paypal form, and we’ll include a gift card with your purchase and leave out the invoice copy. We regret we cannot gift wrap due to the packaging needs of our items, but we promise we make all of our shipments look quite presentable.
Payment
Methods of payment include Visa and Mastercard. Visa and Mastercard can also be processed by telephone- just email me get more information for processing credit cards. Orders will be shipped once the payment has been processed.
Shipping
Items will be shipped by ground in North America via Canada Post unless client requests otherwise. Upgrades or extra insurance or faster shipping costs may be requested for the additional fees. Unfortunately, shipping from Canada is quite expensive, so please keep this in mind.
Please remember that items crossing the border may be detained or slowed through customs and while I do my best to mark packages for speedy delivery, shipping time-lines and estimates are, in fact, estimations. Local Vancouver clients can forgo shipping costs if they want to swing by the studio to pick up item. A refund via paypal will be issued once arrangements have been made to pick up the item.
For items shipped outside of the Canada, you accept the risk of loss and title for that merchandise upon our delivery of your package to the carrier. Dahlhaus is not liable for lost or stolen packages and releases responsibility upon transfer of order to the shipping carrier. We can not be held responsible for additional shipping charges incurred if packages are returned to our store due to customer absence, errors in shipping addresses or package refusal. If you refuse any shipments from Dahlhaus, you remain responsible for all original shipping charges, duties, taxes, customs incurred on the package (original and return shipments) and the cost of returning the package to us.
Refunds or Exchanges
Please note that we do not give refunds or cancel orders once they are placed. If there is something about your order that is amiss, please contact us within 7 days of receiving your order to request an exchange. I do my utmost to package your ceramics with great care. Please contact me if your order was damaged in shipping and I will re-send your order as soon as I am able.
