Customer email replies

Subject: Your ramen bowl is on its way

Hi Daniel,

Thanks for checking. Your ramen bowl shipped 4 business days ago, and its tracking shows it on the move: it was last scanned yesterday.

US standard shipping takes 3 to 7 business days after an order ships, so it should reach you within the next 3 business days. You can follow it with the tracking link we emailed when it shipped.

If it hasn't arrived by then, reply to this email and we'll look into it.

Best wishes,
The team at Thistlecombe Pottery

Sources:
- policies, "Shipping": "US standard shipping costs $7 and takes 3 to 7 business days after the order ships."
- policies, "Shipping": "We email a tracking link as soon as an order ships."

Subject: Returning your side plates

Hi Priya,

Yes, you can. Unused items in their original packaging can come back within 30 days of delivery, and your plates arrived 13 days ago.

To start the return, reply to your order confirmation email and we'll send you the return address. Return shipping is paid by you, and we refund your original payment method within 5 business days of the plates reaching us.

Best wishes,
The team at Thistlecombe Pottery

Sources:
- policies, "Returns": "You can return unused items in their original packaging within 30 days of delivery."
- policies, "Returns": "To start a return, reply to your order confirmation email and we will send you the return address."
- policies, "Returns": "Return shipping is paid by the customer"
- policies, "Returns": "We refund the original payment method within 5 business days of receiving the return."

Subject: About returning your seconds mug

Hi Tom,

Thanks for letting us know, and I'm sorry the colour isn't what you hoped for.

Your mug is one of our seconds, which are final sale, so we aren't able to take it back.

If you find it's damaged or faulty in some other way, send us a photo of it and its packaging within 14 days of delivery, and we'll send a replacement or a refund, whichever you prefer.

Best wishes,
The team at Thistlecombe Pottery

Sources:
- policies, "Returns": "Seconds, made-to-order pieces and gift cards are final sale and cannot be returned."
- product_catalog, "MUG-12-SEC": "Small glaze flaw; final sale"
- policies, "Damaged, faulty or wrong items": "Tell us within 14 days of delivery and include a photo of the item and the packaging."
- policies, "Damaged, faulty or wrong items": "We send a free replacement or a full refund, including the shipping you paid, whichever you prefer."

Subject: Your bud vase and your new address

Hi Alex,

Thanks for telling us so quickly. I'm sorry to say your bud vase shipped yesterday, and once an order has shipped we can't change its address.

The carrier may be able to redirect it. Contact them with the tracking number from the email we sent when your order shipped, and ask them to deliver it to 14 Birch Lane instead.

Best wishes,
The team at Thistlecombe Pottery

Sources:
- policies, "Shipping": "Once an order has shipped, we cannot change its address."
- policies, "Shipping": "To redirect a parcel that has already shipped, contact the carrier with the tracking number. They may be able to help."
- policies, "Shipping": "We email a tracking link as soon as an order ships."