FAQ
How can I contact you?
Email:contact@vesselio.shop
Phone: +1 (202) 773-5535
Address: 1223 20th Pl, Hermosa Beach, CA 90254, United States
Where are your products made?
Many of our pieces are hand-finished in Portugal by skilled artisans using traditional techniques.
Why do your stoneware pieces have natural variations?
Our stoneware contains natural flecks that emerge during firing and may show through lighter glazes. These variations are part of the handcrafted character we celebrate.
Are your products food-safe?
Yes, all our tableware is made with safe, non-toxic materials and is completely food-safe.
Shipping Questions
Do you offer free shipping?
Yes, we offer free shipping on all orders over $100.
How long does shipping take?
All orders are processed and ship within 1 business day. Delivery times are calculated from the ship date:
Standard Shipping ($15.00): 3-7 business days transit
Total delivery: 4-8 business days from order date
UPS Express Saver ($20.58): 2-3 business days transit
Total delivery: 3-4 business days from order date
Free Shipping (orders $100+): 3-7 business days transit
Total delivery: 4-8 business days from order date
What shipping carriers do you use?
We ship all orders via USPS Priority Mail for standard shipping and UPS for express shipping. Both carriers provide full tracking and insurance coverage.
You'll receive tracking information via email as soon as your order ships, allowing you to monitor your delivery every step of the way.
Can I track my order?
Yes, you'll receive a shipping confirmation email with a tracking number once your order ships. You can track your package through USPS or UPS tracking services.
Returns Questions
What is your return policy?
We accept returns of unused items in original condition within 30 days of delivery. If your order arrives damaged or defective, contact us within 48 hours at contact@vesselio.shop with photos—we'll send a replacement or issue a full refund at no cost to you. For standard returns, customers are responsible for return shipping, and refunds exclude original shipping costs. Email contact@vesselio.shop to initiate a return.
How do I start a return?
Email us at contact@vesselio.shop with your order number and reason for return. We'll provide return instructions and our return address. Please include photos if the item arrived damaged or defective.
How long do refunds take?
Refunds are processed within 5-7 business days after we receive and inspect your return. Once processed, the refund will appear in your account based on your payment method:
Credit/Debit Cards: 2-7 business days
PayPal: 2 business days
Venmo: 2 business days
Please note that refunds may be delayed due to weekends, holidays, or banking processing times. If you haven't received your refund after 10 business days, contact your bank or payment provider, or reach us at contact@vesselio.shop.
Can I exchange items?
Yes, you can exchange items within 30 days based on current stock availability.