Terms & Conditions

Thank you for your support and making this dream a reality. By placing an order with us, you are consenting to our terms and policies. These policies are in place to ensure we survive as a business and maintain wellness as human beings. Please refrain from asking to be an exception to these policies.

Please note each piece is made by hand and may vary slightly from the listing photo. It is the nature of the human hand and objects created by them to be imperfect. Ultimately those are characteristics that Latch Key celebrates and embraces as part of the creative process. Every piece is one of a kind, no two are exactly the same. These are objects made by humans, not a mass produced product. A brief note on color: Depending on the clay body, ceramics will sometimes vary in color though the firing process. Additionally, the colors coming through to your phone / tablet / monitor are different from the warm filtered photos posted as product and mood shots. If you are worried about the color, email me and I will send you an unfiltered photo.

Broken shipment
If your piece has broken in shipment, fear not! We are happy to send you a replacement. Please send photos of the condition the piece arrived in, in its original packaging and any evidence of mishandling by the carrier so that we have it for insurance purposes. Claims must be made within 5 days of the package arriving. Refunds are not offered.

Refunds and Exchanges
Returns are not offered but you may exchange within 5 days of receiving your item for shop credit. The piece must be unused, undamaged and clean. Buyers are responsible for the cost and safe delivery of the exchange via UPS or FedEx - insured for the full purchase amount and the professional packaging by the shipping company + return shipment fees. Store credit will be issued once the exchanged item is received in its original condition. If the returned product is damaged in shipping, the purchaser will be responsible for the cost and file their own insurance claim. Any sale items or seconds are final sale.

Delayed, Lost or Stolen Mail
We have no control over the packages as soon they are in the hands of USPS. Latch Key is not liable for lost or stolen packages. If you live in a place where theft and lost packages are commonplace, please add the additional cost of signature confirmation to your order in the shipping options. If your item is still in transit, we are unable to locate the package for you outside of available tracking information.

At Home Breakage
If you have bought a full priced piece from Latch Key and it was broken due to your naughty cat / clumsy hand / other earthly cause send us a copy of your receipt + a photo of the broken piece and we’ll send you a coupon code for 20% off. Offer only available to pieces still in rotation.

Please send us a note for specific inquiries if not listed here.