Store Policies

Welcome to Potter Family (عائلة الخزافين). All our products are carefully handmade in Jordan, and we make sure every piece reaches you with the quality that the craft, and the heritage that inspires our designs, deserve.

Please read the following policies before completing your order.

1. Orders

An order is confirmed once the product details, quantity, price, payment method and shipping have been confirmed.

Please make sure the following are correct:

Recipient’s name
Phone number
Delivery address
Product and quantity
Colour or size, if applicable
Any special details for the order

Potter Family is not responsible for delays or failed deliveries caused by incorrect information or by the recipient not being available to receive the order.

2. Order Preparation Time

Because our products are handmade, preparation time varies depending on the type of product, the quantity, and whether the product is in stock or needs to be newly made.

Some pieces need time for shaping, drying, firing, glazing and final firing.

We will tell you the expected preparation time before your order is confirmed. Times may differ for large orders or custom-designed orders.

3. Handmade Products

Every ceramic piece is made by hand, so there may be slight differences between pieces in:

Colour
Shading and gradients
Shape
Decoration details
Minor measurements
Surface texture

These differences are natural in handmade products and are part of each piece’s character. They are not considered a manufacturing defect unless they affect the use or safety of the product.

4. Exchange Policy

You can request an exchange within 3 days of receiving your order, provided that the product is:

Unused
In its original condition
Not broken or damaged through use
Properly kept
In its original packaging, where available

Please contact us before sending any product for exchange. Products must not be sent to us without prior approval from Potter Family.

5. Return Policy

You can request a return within 3 days of receiving the product, provided that it is:

Unused
Unwashed
Undamaged
In its original condition
Not customised or made to a special order

After we receive and inspect the product and confirm it meets the return conditions, the refund will be processed according to the available payment method.

Return shipping costs are not refunded, unless the return is due to a mistake by Potter Family.

6. Made-to-Order Products

Products made especially for a customer, such as:

A special colour
A special size
A name or writing
A special design
A quantity or shape not available among our ready-made products
An order with specifications set by the customer

cannot be returned or exchanged because of a change of mind once production has started.

This does not apply if there is a manufacturing defect or if the product does not match the agreed specifications.

7. Products Broken or Damaged During Shipping

Because of the nature of ceramics, we take special care with packaging before sending your order.

If your product arrives broken or damaged, please contact us within 24 hours of receiving the order and send:

Clear photos of the damaged piece
Photos of the outer packaging
Photos of the box from all sides, if possible
The order number or the name the order was placed under

We may ask you to keep the piece and the packaging until our review of the case is complete.

If it is confirmed that the damage happened during shipping, or that the product sent did not match the order, we will provide a suitable solution, such as a replacement, remaking the piece, or another agreed solution.

8. Products That Do Not Match the Order

If you receive a product that differs from what you ordered in size, colour, design or quantity, please contact us within 24 hours of receiving it.

If the mistake is ours, we will cover the cost of correcting or replacing it, depending on the case.

9. Shipping Costs for Exchanges and Returns

If the exchange or return is because you wish to change the product, colour or size, you are responsible for the related shipping costs.

If the reason is a mistake by Potter Family or a defect in the product, we will cover the related shipping costs, depending on the case.

10. Order Cancellation

You can request to cancel an order before production begins.

Once production has started, especially for made-to-order products, it may not be possible to cancel the order or refund its value.

For large or special orders, an advance payment may be required before production begins. Whether it can be refunded depends on the stage of production.

11. Discounted Products and Offers

Products sold as part of special offers or discounts may be subject to different terms.

The terms of the offer will be shown when completing your purchase.

12. Large and Wholesale Orders

For large orders, corporate orders, wholesale orders and special projects, the following are agreed in advance:

Quantities
Prices
Production time
Advance payment
Delivery date
Shipping method
Exchange or compensation terms in case of a problem

The return and exchange policy for large orders may differ from that for individual orders.

13. Shipping Within Jordan

Orders are shipped to the address the customer provides when ordering.

Shipping time and cost vary depending on the area and the size and weight of the order. Delivery is free on orders over 100 JD.

We may contact you to confirm your address or delivery time.

If delivery fails because the recipient is unavailable or the address is incorrect, the customer may be charged the cost of re-shipping.

14. International Shipping

We offer international shipping for selected products and destinations, depending on shipping availability.

Shipping cost and time vary depending on:

The country
The size and weight of the order
The shipping company
The type of products
Customs clearance procedures

The receiving country may charge customs duties, taxes or clearance fees. These are the customer’s responsibility unless otherwise agreed in advance.

Potter Family is not responsible for fees imposed by the authorities of the receiving country.

15. Shipping Delays

Shipping times given to customers are estimates and may be affected by factors beyond our control, such as:

Customs procedures
Weather conditions
Delays at the shipping company
Public holidays
An incorrect address
The recipient not being available

We will try to follow up on your shipment and help resolve any issue that arises during shipping.

16. Payment

The payment methods available to you are shown when you complete your order.

For special or large orders, an advance payment may be required before production begins.

Special orders go into production only after the payment, or the agreed advance payment, has been confirmed.

17. Caring for Ceramic Products

To keep your pieces for as long as possible, we recommend handling them with care.

Please follow the care instructions for each product, especially decorated pieces or those with fine handmade details.

Not every ceramic product is suitable for the dishwasher, microwave or oven, so please follow the instructions for each piece where provided.

18. Photos and Colours

We try to show our products as close to reality as possible.

Slight colour differences may appear because of:

Photography lighting
Phone or computer screen settings
The nature of glazing and firing
The product being handmade

A slight difference in colour shade is therefore not considered a difference in the product.

19. Privacy and Customer Data

We respect our customers’ privacy and use the information you provide only as needed to process your order, communicate with you, and complete shipping and delivery.

We do not sell or share customer data for commercial purposes unrelated to our service without appropriate consent.

20. Communication and Customer Service

If you have any question about an order, exchange, return or shipping, please contact us before taking any action.

We always aim to resolve any issue in a way that is fair and satisfying for both sides, while protecting the quality of our products and the rights of our customers.

Potter Family (عائلة الخزافين)
Handmade Ceramics from Jordan
We make our pieces by hand, and every piece carries a story of art and heritage.