How can I make purchases?
Sales are made on a first-come, first-serve basis during shop updates. We will announce shop updates on our social media platforms, our newsletter, and the top banner on this website. We do not offer presales. Placing an item in your cart does not reserve the item, or prevent someone else from purchasing it before you check out and pay.
From time to time we will offer a limited number of made-to-order products from select collections. For these items, it will be noted as made-to-order in the product listing. Please allow for 5-8 weeks before it is shipped out. We will not start production until we have received payment.
When is your next shop update?
We post our shop updates on Alterra’s Instagram bio, newsletter and the top banner on this website. Products will only be visible at the date and time announced, and not a minute before.
How often do you restock?
Alterra is a one-woman operation at the moment, and handcrafted production takes time. We are just starting out, so we do not have a set timeline for how often we will be doing restocks. Check our social media platforms regularly or sign up for our newsletter to receive updates on our sales.
Do you take 'pre-orders'?
We do take pre-orders on select products, and they will be listed as 'made-to-order' on the website.
Do you take commissions?
Depending on our time availability, yes. Contact us at firstname.lastname@example.org and we can talk about your project.
Do you take wholesale orders?
Not at the moment, but we hope to in the future!
Shipping, Returns and Exchanges
Do you ship internationally?
At this time we will only be shipping to customers in the United States as we figure out the logistics of our small e-commerce business. We are hoping to implement an International Shipping policy in the near future.
How long before my package is delivered?
After your order has been placed, please allow for 3-5 business days before it ships out. The delivery time will depend on what shipping option you chose at checkout. Please allow for an additional 3-5 days to the estimate given, as shipping companies experience delays in these unprecedented times. We appreciate your patience!
Do you offer returns or exchanges?
At this time, we do not offer returns or exchanges. If there is an issue with your order, contact us within 15 days of delivery at email@example.com.
My tracking information says that my package has been delivered, but I never received my order.
Alterra is not responsible for any lost, stolen or damaged packages. In addition, Alterra is not responsible for packages that are not received but are tracked as "delivered" - sometimes tracking information is not accurate. Call your local postal office; they might be able to help you track the item, or file a claim if it has gone missing. Once the item is shipped out from Alterra, it is out of our hands.
Are Alterra ceramics dishwasher safe?
Yes, but we recommend hand-washing for the longevity of the piece or using the top rack for a gentler cycle.
Are Alterra ceramics microwave safe?
Yes! However, any items with gold luster cannot be microwaved, and if it has gold luster it will be noted as such in the product description.
Are Alterra ceramics food safe?
For the most part, yes.
Some glazes used on our planters are not food safe, but the application is not meant for food, so for your health and safety please use the planters for their intended purpose. If any other item is not considered food safe, this information will be noted in the product description.
Are you open to collaborations?
Always! Timeline and availability will be dependent on how busy we are, so send us an email at firstname.lastname@example.org to start the conversation. We would love to hear from our fellow creatives!
What can I expect from a handmade creation?
Alterra pieces are one of a kind, meaning there will be slight variations in shape, size, and sometimes even color. We do our best to match the pictures presented. Please be sure to read the description and measurements carefully before your order.