From the earth of Fengxiang. Made to be treasured.
CUSTOMER CARE / AFTERCARE
Care for the piece.
Care for you.
Help with returns, delivery issues and looking after your handmade clay artwork.
01 / START A CONVERSATION
Let us know
how we can help.
Email hello@folkterra.com with your order number, the email used at checkout and a short description of your request. Include photographs when they help explain the issue.
Contact us for the appropriate return address and instructions. The craft-origin location on this website is not a return address.
02 / DELIVERY ISSUES
Damaged or incorrect items
If your artwork arrives damaged or you receive the wrong item, contact us promptly so we can review the issue with you. For damage claims, please provide photographs and a video of the damage taken on the day of delivery. Images of the outer box, inner packaging and shipping label are also helpful.
If your item arrives damaged, you may choose a free replacement or a full refund. Email your photographs, video and order number to hello@folkterra.com and let us know which option you prefer.
Please keep the item and packaging while the issue is being reviewed, and avoid attempting repairs before discussing the next steps with us.
03 / RETURN ARRANGEMENTS
Returns & refunds
You may request a return within 14 days of delivery. This includes change-of-mind returns for ready-to-ship and made-to-order pieces, even when there is no quality issue. Email us with your order details to request return instructions.
Please contact us before sending an item back so we can provide the appropriate return address. Contact us for the return-shipping arrangements and updates on your refund. This policy does not limit your applicable consumer rights.
04 / EVERYDAY AFTERCARE
A little care
goes a long way.
- Display indoors in a dry place on a stable surface.
- Handle gently with both hands, supporting the body of the piece.
- Dust carefully with a soft, dry brush.
- Avoid soaking, harsh cleaning products and prolonged direct sunlight.
Handmade variations in form and brushwork are part of the character of clay art. If you are unsure about a mark or change in the piece, send us a photograph for guidance.