FAQ

Where to shop / I sell my pottery via my online sales and craft shows. My online sales are announced on Instagram or you can sign up for my newsletter. My show schedule is listed on my event page.

Reservation / Can I reserve in advance a piece?
Sorry, No.

Custom orders / Do you do custom orders? 
I don't do small individual custom order. I love working collaboratively with other creatives or brands when it is possible. Please email me at info@cybelebpilon.com with any questions.

Wholesale and consignment / Do you offer wholesale or consignment?
Exceptionally sometimes, but most of the time no. Please email me at info@cybelebpilon.com with any questions.

Care and use / How do I care for my new items?
I recommend hand washing since repetitive machine washing might affect the gold luster. All item with gold are not suitable for the microwave. Avoid thermal shock with all the items. 

Broken piece / If a piece is broken, is there any way to fix it?
We can't chemically re-bond two ceramic shards together after its broken. It is possible to glue them together with a glue like epoxy. For food use, choose a suitable glue.  

Gold luster damage / If gold luster is damaged, can we fix it?
Gold luster will be affected over time, especially if the piece was washed several times in the dishwasher. It is possible to fix it by painting gold again and firing the piece an other time at your owns charge.  In rare cases, gold may show a defect and peel despite proper use. Email me at info@cybelebpilon.com

 

Shippings and Handling

Orders process time
Online orders are process  within 2-4 business days. If you'd like to expedite your order faster, you need to contact me at info@cybelebpilon.com  and I'll do my best to accommodate. 

Shipping USA & Canada
Shipping within the USA and Canada is mailed by Canada Post with tracking. The objects are charged a prorated amount based on weight.  I am not responsible for what happens at customs.  

Local pickup
If you live in Montreal and would like to pick up your piece at my studio,  Please choose "local pickup" at checkout and you will be emailed to arrange a meet time. Important : Before pickup, it's necessary to settle an appointment before via info@cybelebpilon.com. Please be sure to be available before choosing this option : pickups are possible on Monday 9h am - 21h pm OR Sunday 10h am - 5h pm ONLY. Thank you for wearing a mask! 

Shipping International
Shipping international is done by Canada post with tracking when available. Objects are charged a prorated amount based on weight. Keep in mind that shipping might take longer than usual and I am not responsible for what happens at customs.  

*All excess shipping charges will be promptly refunded.*

Returns/Damage
I accept return on non-sale items only within 7 days of receipt of the item, given that they are returned in their original condition. Before shipping back your return, send us an email at info@cybelebpilon.com and let us know what you're returning. Shipping costs are non-refundable and return shipping fees are the responsibility of the customer. 

We recommend packages be returned via a traceable carrier and that they be insured to the full amount of the merchandise. We are not responsible for missing packages. We have the right to deny credits if the merchandise returned does not meet our return policy requirements. Please document your package in the unlikely event it comes to you damaged and send us an email.

Damages and issues 
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

All sale items are final sale - they may not be returned. 

 

 

 

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