FAQ
FAQ
Account
To change your delivery and/or billing address, you will have to contact our sales team. This can be done by sending an email to sales@potterypots.com.
Orders
We sell exclusively to companies (green resellers, such as garden centers, retail florists, and wholesalers). Unfortunately, consumers cannot order directly from us. If you are a private individual and would like to order our products, you can find an authorized retailer near you via our store locator.
To be able to order via the website, you need an account. With this account, you can view our prices and stock levels and you have direct access to your order history, invoices, and open items. Don't have an account yet? Register here.
You can select the desired items via the webshop and place them in your shopping cart. Once you have completed your order, you can place the order via your shopping cart. You will receive a confirmation email once the order has been completed. Our sales team will then contact you for delivery. Please note that the items in your shopping cart are not reserved for you from stock, only once the order has been placed will the stock be reserved.
Depending on your county, state, or country, a minimum order amount has been set. The webshop will automatically indicate whether you have reached the minimum order amount. If you would like to know in advance what your minimum order amount is, you can contact your account manager or our sales team.
Items placed in your shopping cart will remain in your shopping cart, so you can complete the order at any time. Please note: the items in your shopping cart are not reserved from stock; they will only be reserved once the order has been placed.
Yes, there is also a minimum order amount for pick-up, depending on the country or region. This may differ from the minimum order amount per shipment. Please reach out to your sales manager or our sales team for a copy of our latest shipping guide.
Yes, it is possible to create different order lists via the webshop, once you are logged in. You can add the item to an order list via the heart on the product tile or product page. Click on the heart, now you can choose "Create order list" or add it to an existing order list. You can reorder the order list at any time.
Yes, you can do this via the "Quick order" function in your my account. Here you can easily enter item numbers and the desired quantities. You can also import a CSV file.
Yes, this is possible, but not via our webshop. Click here for more information about container orders.
Items can only be purchased by the amount of units per box for each style. This means that the minimum order size varies per product. It is not possible to deviate from these numbers.
Once you are logged in, you can view the stocklevel per product.
Products that are not in stock can be ordered. You must take a longer delivery time into account. If new stock has already been ordered, you will see the date that it is expected back in stock. If you have any questions about this, please contact our sales team.
If it is not possible to place the product in your shopping cart, the item is discontinued from our collection and will not be produced anymore.
If you have any questions about this, please contact our sales team.
In your my account you can go to "Order Overview". For each order, you can see whether it has been fully or partially delivered. In the case of a partial delivery, you will still see products open, so they are still on backorder.
On the website, you will find all products that are in stock or can be ordered from us. If you are missing a specific product, please contact us so that we can take a look.
Payment
There are various payment options with which you can pay safely immediately. Which payment methods are available depends on the country in which you are located. Think of iDeal, Bancontact - Mr. Cash, DirectEbanking (AT), DirectEbanking (DE), Giropay, MasterCard, Maestro, Amex, VISA, CB CarteBancair (FR). Credit Card Authorization Form
Yes, we offer this option. Please contact your account manager for the possibilities.
Complaints and warranty
We offer a 5-year warranty as standard. Some collections deviate from this, for example the bohemian collection, which has a 2-year warranty. The warranty period is indicated for each product.
We inspect all packaging before shipping to ensure that your order is shipped undamaged and complete. Unfortunately, sometimes damage occurs during transport. We therefore instruct that you always count all products upon receipt and check them for damage. If you have received a damaged product, please report this to us immediatelyvia your completed damage form. If you would like to file a warranty claim for items that are not meeting your standards, please complete our warranty claim form. Additionally, you will be requested to provide any supporiting imagery for your claim. Return Policy
a completed claim form: Pottery Pots Delivery/Pickup Claim Form or Pottery Pots Warranty Claim Form (If your order was received more than 4 days ago)
evidence such as photos
any other documents from which it can be deduced that the products supplied by us and the rejected products are identical, such as an order confirmation.
Prices
Prices will be shown once you are logged in.
All prices you see are your purchase prices, excluding VAT and shipping costs. Dutch customers are always charged the VAT amount. No VAT is charged for customers outside the Netherlands.
Any price agreements are calculated automatically and shown in the webshop.
Product information
Most products can be placed both indoors and outdoors, but there are exceptions. This may differ per collection and sometimes per product. On the product page, you can see by the icons what the pot is suitable for.
If the products are outside, it is important to drill a few holes in the bottom so that excess water can drain and the pot does not break in the event of frost. See our Use & Care page for all maintenance instructions
If the item is placed in your home or office, we recommend placing an inner cover to prevent the pot from leaking.
See our Use & Care page for all maintenance instructions.
Most pots are plant waterproof. Our products are not suitable as a vase or water basin.
Most pots are UV resistant, but unfortunately, it cannot 100% prevent the products from discoloring due to weather conditions.
All our products require little maintenance. If they are dirty, a dry cloth or sponge and some water or soap will ensure that the product is clean again.
Aggressive cleaning products and high-pressure cleaners damage the product and are therefore not recommended.
See our Use & Care page for all maintenance instructions.
Shipping and delivery
Shipping costs depend on the delivery address. This is calculated based on the order size and varies per country/region. Shipping costs are determined via our shipping guide.
We have been able to determine free shipping amounts for deliveries to certain regions. This means that shipping costs are waived for orders above a certain amount. If this amount is not reached, a percentage of the order total will be charged as shipping costs.
If you have any questions about this, please contact our sales team.
No, we provide an indication of the expected shipping date. If you have a preferred date, indicate this in the comments when placing the order and our sales team will contact you about the options.
Please note that the shipping date/delivery date is always an indication. We work with external transporters and are dependent on their schedule. We will do everything we can to use this date as a guideline, but we cannot provide any guarantees.
It may happen that one or more products in your order are not immediately available. Your shopping cart shows which products are immediately available and which products are only available later and are therefore on backorder. Without notice to the contrary, we will immediately deliver the available products and partial deliveries may therefore occur. If you prefer to have everything delivered at once, please indicate this in the comments field when placing the order, and our team can take this into account.
The order confirmation contains an indication of the immediately available products. Delivery time depends on the destination and carrier, we cannot give any guarantees about this. We will provide you with tracking information when your order is shipped out for an ETA.
We deliver our products worldwide, to addresses that are accessible by our/external carriers.
We ship direct to the lower 48 states or contiguous US and Canada via our common carriers. All other destinations require a freight forwarder within the contiguous US. Shipping costs are determined via our shipping guide.
We do not ship to PO Boxes.
Orders can be picked up at our warehouse in Pennsauken Township, NJ. You have the option to choose to pick it up yourself or have it picked up by a self-arranged carrier. If a self-arranged carrier is not selected, the goods will not be palletized.
