FAQ
Product Information
What materials are used in the products?
Sustainable materials like diatomite, mosaic, wood, and polymer clay, journal paper, canvas. All products are designed to be functional, beautiful, and kind to the planet.
Are the products handmade?
Yes, every item is handcrafted, making each piece unique. Slight variations in size, color, or thickness may occur.
How are your products sustainable?
I use eco-friendly materials, produce made to order, and use recyclable packaging.
Where are your products made?
All products are handcrafted in Berlin, Germany.
Raw material is sourced from Europe as well as notebooks are printed here.
What are your Terms and Conditions?
All products are hand crafted and journals are printed. These designs are intricate and self made keeping minimal waste in mind.
Therefore, all products are not 100% perfect as in mass production. Each item is unique and one of a kind, slightly different from one another. As a result there may be variations in texture and shape, especially between sales. It does not impact the functionality and aesthetics in any way.
When you place the order through the website, you accept these conditions.
Product Care and Maintenance
How do I care for my coasters?
• Wipe regularly with a damp cloth and let them dry completely.
• Do not submerge in water or place under running water.
• Dry them in a well-ventilated area or sunlight.
• Avoid consistently damp environments without drying between uses.
How should I care for Clay Country Buds?
• Handle with care — polymer clay is sturdy but can chip if dropped.
• Dust gently with a soft brush or cloth.
• Keep away from excessive heat or direct sunlight for long periods.
How should I care for paintings?
• Dust gently with a soft, dry cloth or feather duster.
• Keep out of direct sunlight and high humidity to prevent fading or damage.
• Hang securely using proper hooks or brackets, away from heat sources.
How should I care for notebooks?
• Keep away from excessive moisture.
• Clean covers gently with a dry or slightly damp cloth if needed.
Orders and Customization
Can I customize my order?
Customization aren’t available for the notebooks and coasters, but our collections are curated to suit various styles. I can swap a colour or so for the Clay Buds. Drop me a line via Instagram DM or email, we can discuss further.
What is a pre-order?
Pre-orders allow you to purchase items before they’re officially available, reducing waste and ensuring availability.
Can I make changes to my order or shipping address?
Changes are possible before shipping. Contact us at thenoveltyfactoryquery@gmail.com as soon as possible.
Do you offer bulk discounts?
Discounts are available for bulk orders. Please email us for details.
Shipping and Delivery
When will my order ship?
Processing takes 5-8 business days due to high demand and handcrafted production. You’ll receive an email with tracking details once your order ships.
Do you offer worldwide shipping?
Yes, worldwide shipping is available. Customs, taxes, or VAT charges may apply depending on your country.
How much does shipping cost?
Costs vary based on the destination and are calculated at checkout.
Can I combine shipping for multiple orders?
Contact me with your order numbers to explore combining shipments.
Returns and Refunds
What is your return policy?
Returns are not accepted due to the made-to-order model. Digital products are non-returnable as well.
What should I do if I receive a damaged product?
Notify me within 48 hours with photos of the damage. Replacements or refunds are issued based on availability.
Do you offer gift wrapping?
Not currently, but personalized greeting cards can be included upon request.
Will items be restocked?
Restocks are rare, as I focus on new product drops. Follow us @the.novelty.factory for updates.
Can I tag you on social media?
Yes! Share your styling ideas by tagging us @the.novelty.factory or using #TheNoveltySquad.