To Care
Frequently asked questions about caring for our pieces, as well as shipping and returns, if you cannot find the answer to your question here, please fill out our contact form and we will be happy to assist further.
In addition to regular shipping, we also offer the possibility to pick up your order at our Al Quoz Studio in Dubai. If you want to do so you can select "pick up at our Dubai office" at checkout. When you select this option we will email you the time options for your pick up.
We are located in the heart of the ceramic district in Al Quoz. Our showroom and workshop is situated inside of Oka Ceramic studio. You can visit us during the following hours: Tuesday to Sunday - 10 am to 9 pm
They are suitable for dishwashers and microwaves. Care should be taken when stacking and washing the ceramics to prevent chipping. Avoid thermal shock from quick changes in temperature from heating and cooling.
The Fossil is the perfect vessel for dried flowers or as a sculptural focal point in a home, it is not water-tight. We recommend using a smaller vessel inside the vase if you would like to hold fresh flowers in water within the vase or oasis that you soak in water.
The fossil is named after its rough and stone like texture, The stoneware clay piece has an unglazed inner allowing for dried flowers, plants and as a structural art piece. The creamy colouring of its exterior means it works well as a subtle focal point.
The Onyx is a stoneware clay with a black pigment, making it a statement piece. With two different textures that differ between coarse and fine, the unique grain that can be seen bursting out of the clay walls adds a subtle depth to the already hypnotic piece.
The Silk Vase is made from Cornish and Scandinavian Porcelain which allows for a lot of fluidity in its design and form allowing for a hypnotic end piece With a double glazed inner, their ability to hold water means they can be accessorised with fresh flowers.
It generally takes between 4 to 6 weeks for an order to be complete. However, please take note that we go through periods where we have an influx of custom orders and the lead time may increase.
The beautiful thing about our vases is that every single piece is completely unique and different from the next. All of our pieces are handmade from start to finish, each piece goes through a very lengthy process to get it to the product you see in front of you. Therefore they may vary in size and shape.
For both the Fossil & The Silk vases and bowls we recommend using a bristled scrubbing brush with some water & depending on the stain some natural soap. Make sure you rinse well and leave in a warm place to dry. Do not use a towel or a cloth to dry as you will find that the fibers attach themselves to the outside.
Due to the fragile nature of our forms, all Cole & Cinder orders are shipped with the upmost consideration and care.
All orders placed will be dispatched on the following Friday of every week.
All orders will have shipping calculated at the check out and this is dependent on your location.
Return Policy
Due to the fragile nature of our products and with the planet in mind, Cole & Cinder encourages a considered purchase. Please take the time to ensure your Cole & Cinder piece will find a place in your home forever. We offer returns for full-priced items purchased online subject to the following conditions:
- The item is returned within 14 days of receiving your order.
- The item is in original condition, packed in original packaging, and well protected. Cole & Cinder does not accept responsibility for damages incurred in return transit.
- Return shipping costs are at the customer's expense, and Cole & Cinder cannot be held liable for return parcels that are lost or damaged during return transit.
- A Return request is to be authorised by the Cole & Cinder team. A return may not be approved if we believe the pieces have been used for staging or loan purposes.
Return Request
To request a return, please email info@coleandcinder.com with the below information:
- Proof of Purchase OR Order Number
- Date of Purchase
- Reason for return and any supporting images
Due to the fragile nature of our products, each item is individually packaged to ensure safe transport. Therefore, items returned will incur a re-pack fee of aed 30 per item. Our customer care team will be in touch to approve the return, provide you with a return authorisation number, return shipping label and return shipping instructions.
Refunds
A full refund will be provided subject to meeting the Cole & Cinder return policy. Subject to return authorisation, once we receive your return, your refund will be applied via the original payment method minus original and return shipping costs and re-pack fee.Please allow 3-10 business days for the refund to appear on your bank statement.
Pre-Orders
Pre-orders are unable to be cancelled before receiving your order. Products purchased on pre-order are no different to full-priced items. Pre-ordered pieces are eligible for refund, subject to meeting the guidelines in the return policy.
Damaged Items
If an item arrives damaged, please get in touch with info@coleandcinder.com to submit a damaged goods claim. This claim is to be lodged within 24 hours of receiving the item/s.
How to lodge a damaged goods claim
To lodge a damaged goods claim, email info@coleandcinder.com with the following information:
- Proof of Purchase OR Order Number
- Date of Purchase
- Items damaged
- Supporting images of the damaged box and item
Please note that all claims are handled on case-by-case bases, and insufficient evidence may result in your claim being rejected. Please direct any questions or concerns regarding our Return Policy to info@coleandcinder.com.
