Customer Support & FAQs

Our goal at Pot-Pourri is and has always been to provide an exceptional customer experience. If there is anything we can do to help ensure that your visit with us meet your needs, please do not hesitate to contact us and we will do our best to find a solution.

 

We have gathered below some Frequently Asked Questions that may be useful:

 

• Why is the store called Pot-Pourri? And why is it hyphenated?

 

No, the store isn't called Pot-Pourri because we sell potpourri; although we have carried it from time to time over the years. Our dad, Andy Diez, created the name back in 1965 when the store featured only ceramics by local artists. He hyphenated the word to play off of and emphasize the word "pot" (a common ceramic term) which, of course, was their specialty at the time. Over the years the name Pot-Pourri came to embody the fuller meaning of the word "potpourri" which comes from the French, meaning "an unusual or interesting mixture of things" – which is what we represent today through an amazing collection of artists in virtually every artistic medium. We will forever have at our core an affinity for pottery and it will always remain a part of our collection.

 

• Do you sell gift cards?

 

Yes and no. We do not currently have a gift card available for purchase and use on our website. We do, however, have gift cards available for each store location. As we are owned and operated separately, each location has their own gift card which is only valid at their location; and unfortunately neither can be used on this website at this time. We hope that soon we will be able to merge everything into one universal gift card that can be used in all locations. Please stay tuned! In the meantime, if you would like to purchase a gift card for the Burlingame store, please CLICK HERE. If you would like to purchase a gift card for the Berkeley store, please CLICK HERE.

 

• My purchase is a present, do you gift wrap?

 

Absolutely! We will make every effort to gift wrap your item(s) and enclose a gift message. Some items we are not able to gift wrap and have noted those in their product descriptions. You should find a gift wrapping option on each product page along with a place to write a personalized message that we will include on a handwritten gift enclosure. If there are additional details you would like us to know about your gift(s), please leave us detailed notes in the comment box during checkout.

 

• Do you offer special orders of custom work?

 

Some artists are happy to alter the dimensions, colors, or other details of an existing piece to suit your needs. Note that modifications may change the price of the item. Please contact us at [email protected] or call us at 650-347-3400 for assistance with special orders. Unfortunately, we are not able to offer commissions or fully custom pieces at this time.

 

• I prefer not to place my order online. Is there another way that I can order?

 

Yes. You may also place an order by calling us at 650-347-3400. Please have the item number(s) available to help facilitate the purchase.

 

• Can I pay for my order with a Pot-Pourri store gift card?

 

Regrettably, not at this time. Because our two stores are owned and operated completely separated, we have not yet determined a way to accept individual store gift cards on this joint website. We hope to make this a feature in the future. We apologize for the inconvenience.

 

• Can I pick up my order at one of your stores rather than have it shipped?

 

Unfortunately, not at this time. Items features on our site are pulled from both locations and we are not currently set up to transfer merchandise between stores on a regular basis. Hopefully this is a feature we can add in the future.

 

• Can I place an order to an international address?

 

We're sorry, but we cannot currently ship to locations outside of the United States.

 

• Do I get credit for my purchase on my Pot-Pourri Perks Rewards Card?

 

Not at the moment. We hope to offer this perk in the future. Since the two stores are owned and operate completely separately we have not been able to integrate a joint program at this time.

 

• Can I cancel an order that I've already placed?

 

Yes, an order (except special or custom orders) can be canceled before it is shipped. To cancel an order, please call 650-347-3400. You will receive your refund in the same form of payment used to place your order. Your refund will be processed no later than the next business day after we have confirmed the cancellation, though it may take 7-10 business days for your refund to appear in your payment account. (This is your bank or credit card company policy, not ours.)

 

• My order arrived damaged, what do I do?

 

We're very sorry this happened and apologize for the inconvenience. Please call us at 650-347-3400 so we can arrange to have it picked up and inspected. Please retain all of the original packing materials.

 

• Do you ever share or sell my contact information?

 

Absolutely not. We will never share your information with anyone. Furthermore, we will only send marketing materials to customers who have opted to receive them.

 

•How do I care for my artwork?

 

Ceramics – Though a relatively hardy medium, ceramic pieces may crack, chip, or break if handled or used improperly. A ceramic sculpture, if displayed in an enclosed cabinet or case, will be protected from dirt and dust. If you need to clean your ceramic piece, consult its glaze. Unglazed pieces can be brushed with a soft makeup brush or paintbrush—or sprayed with canned air. Glazed pieces are best washed in lukewarm water and a gentle soap. (You may want to line your sink with a towel or rubber mat in case it slips!) Extreme fluctuations in temperature or humidity can be harmful to delicate pieces; likewise, even oven-safe stoneware dishes should not be placed directly into a hot oven. Instead, allow the dish to heat up along with the oven.

 

Jewelry – Proper care for jewelry depends mainly on the materials used to create it, though a few commonsense rules always apply. For example, remove jewelry before heavy exercise, strenuous work, or contact with chemicals. In particular, keep it away from the chlorine bleach found in household cleaning products or swimming pools—it will have a damaging oxidizing effect. To prevent scratching, store individual pieces in separate compartments or wrapped in tissue paper. Earrings require regular maintenance: clean posts or earwires with rubbing alcohol each time you wear them and avoid wearing them to bed. Other pieces should be wiped gently with a soft, lint-free cotton cloth after you wear them. Use jewelry cleaning solutions and ultrasonic cleaners only with caution: these products can damage soft stones or settings. When in doubt, have treasured pieces professionally cleaned.

 

Metal – Whatever their surface treatment, metal works are often finished with a protective wax, lacquer, or paint. If your metal piece is outdoors, its surface may need protection from pollution, dirt, and natural elements. Indoors, metal pieces or architectural elements can be cleaned with an oil-based polish and then buffed with a dry rag. Bronze, however, should only be dusted with a lint-free cloth or feather duster. For heavier bronze cleaning, use distilled water, then dry the piece thoroughly.

 

Wood – When caring for wood, a primary concern is water damage—no finish is ever completely waterproof. It is also important to protect wood pieces from sudden changes in temperature or humidity, which can cause cracking or warping. Keep wood away from heat sources and the bleaching and drying effects of direct sunlight. In the most humid climates, mold may pose a secondary threat. In this case, regulate indoor humidity and keep objects from direct contact with the floor. To keep wood furnishings and artwork clean, dust regularly with a brush or lint-free cloth. Some objects gain tremendous character over years of contact and use, but if you would like to keep the finish of your wood piece in pristine condition, handle it only with cotton gloves.