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Customer Service

Contact Us

 

Stoneware is dedicated to providing our customers with a superior level of service. We’ve tried to anticipate all of your questions, so check our FAQ pages:

Still have a question? Please see below for the ways to reach the best person to assist you.

 

Questions About An Internet Order

Occasionally technology doesn’t work the way we expect, or want. Not to worry, Internet Customer Service Coordinator Hannah Webster at 502-582-9616 or hwebster@louisvillestoneware.com is here to help you Monday – Friday 9 am to 5 pm (Eastern).

 

Questions About An In-Store Order

In-store orders may include personalized, out-of-stock inventory and paint your own pottery – any transaction you completed in the store.

Our Retail Staff always enjoys visitors, but if you don’t have time to visit us in person and simply have a question about your order, please call us at 502-562-1900 Monday – Friday 10 am – 6 pm or Saturday 10 am – 5 pm (Eastern). Or email at retail@louisvillestoneware.com.

 

Questions About Gift Registry

Have questions about your Gift Registry or buying a gift off of someone else’s registry? Contact our Gift Registry Counselor Alexa Kerley at 502-582-1900 x128 or akerley@louisvillestoneware.com or Emily Blanford at 502-582-1900 x128 or eblanford@louisvillestoneware.com. Monday – Friday 10 am – 6 pm or Saturday 10 am – 5 pm (Eastern).

 

Questions About A Phone Order

Did you place your order over the phone and now have a question about your order? Please call us at 502-562-1900 Monday – Friday 10 am – 6 pm or Saturday 10 am – 5 pm (Eastern). Or email at retail@louisvillestoneware.com.

 

Questions About Corporate Orders

Did your company, organization, family or company place a bulk or custom Stoneware order? Managing Partner, Lisa Masters at 502-582-1700, or lmasters@louisvillestoneware.com is here to help you Monday – Friday 9 am to 5 pm (Eastern).

 

Questions About Wholesale

Wholesale requires a minimum opening order of $1,000 and can be placed with our Wholesale Coordinator Alexa Kerley at 502-582-1900 x128 or akerley@louisvillestoneware.com. Monday – Friday 10 am – 6 pm or Saturday 10 am – 5 pm (Eastern).

 

NOTE: The retail store, customer service and factory are closed Memorial Day, 4th of July, Labor Day, Thanksgiving Day, Christmas Day and New Year’s Day.

 

Corporate Orders FAQ

 

Stoneware has a team dedicated to helping you create awards, employee recognition gifts, client gifts, commemorative items or custom holiday pieces.

Our team will work with you through the entire order process, which takes about 60-90 days from beginning to end.

How Does It Work?

A set-up fee of $45 is charged for custom corporate orders of 30 more. Price point discounts begin with orders of 50+ pieces.

Our team will help you select an item within your price point. Choose a Stock Item Shape (like plates and mugs) for no charge. If you select a unique, Non-Stock Item such as having your logo custom embossed or a custom shape made there will be a fee based on the intricacy of the mold that needs to be made.

Once you’ve selected the item shape that suits your needs, our artists will take your high-res logo and make it compatible with our process. Although we have nearly 60 glaze colors to choose from, we are unable to match Pantone colors. Within a few days a black and white rendering of your piece will be emailed to you for approval.

Once the drawing is approved, a sample will be created, painted and fired for your approval. We typically have the sample ready for you in 5 business days. If additional drawings or samples are needed there will be additional Sample and Art Time Charges. We will not begin production until you are completely satisfied with, and have approved, your sample.

At the time of approval, payment is due as follows on custom orders:

Orders up to $999

Payment in-full

Orders $1,000+

50% due at approval and 50% due upon completion

 

We accept Visa, MasterCard, AMEX and Discover as well as corporate checks for large orders.

Once the design is finalized, approved and payment made, your one-of-a-kind pieces will be ready for pick-up or delivery (UPS fees apply).

 

Up to 100 Items

4 to 6 weeks

100+ Items

6 to 8 weeks

 

We are confident that you will be pleased with our selection, quality, creativity and customer service -- we've been doing it since 1815. 

 

Ready To Place, Or Have A Question About, Your Order?

Contact Lisa Mullins at 502-582-1700, or lmullins@louisvillestoneware.com, Monday – Friday 9 am to 5 pm (Eastern).

 

Meet Some Of Our Clients (add photos)

21C Museum Hotel

Business First – 40 Under 40

Galt House Hotel & Suites

Greater Louisville Inc.: The Metro Chamber of Commerce

Jim Beam

KFC/Yum! Brands

Kentucky Farm Bureau

Louisville Convention & Visitors Bureau

Maker’s Mark

Texas Roadhouse

 

Gift Registry FAQ

 

Stoneware has partnered with MyRegistry.com, a Global Gift Registry that allows you to consolidate multiple registries onto one. It’s great for weddings, baby showers, birthdays and every other gift giving occasion.

With MyRegistry.com, Stoneware and all of your favorite stores are within reach regardless of where you live. You can add as many items you wish, from as many stores as you like all under one, centralized, easy to use online registry. 

Enjoy benefits such as giving your guests the option of looking at your registry either online or in the store — a great solution for gift-givers who are not Internet-savvy.

Enjoy the convenience of in-store and online purchases automatically updating on your MyRegistry.com account.

 

Especially for Brides:

In addition to all the services offered by MyRegistry.com, Stoneware prides itself on great customer service. Brides enjoy special savings, convenient services and a free gift.

·         We’ll send you a complimentary mug in the pattern of your choice.

·         Select your preferred method of receiving your Stoneware – pick-up or delivery.

·         As a convenience to your friends and family, all purchases made off a Gift Registry, for in-store pick-up, will be gift wrapped free of charge.

·         Didn’t get everything you wanted? That’s okay, as part of our Completion Program, for up to one year after your event date, you can save 10% on any remaining items in your registry.

 

How Do I Register?

You can use the MyRegistry.com system 24 hours a day, 7 days a week from your computer, tablet or smart phone.

Stoneware Gift Registry Consultants are available to help you in the store Monday – Friday 10 am – 6 pm or Saturday 10 am – 5 pm. No appointment necessary.

 

How Do I Add to My Registry?

Once your account is created, browse LouisvilleStoneware.com. When you find an items you like, select the “Add to My Registry.” You’ll also have the option of publishing the item to your Facebook page.

 

How Does The Completion Program Work?

For one year after your event date you are qualified to purchase any remaining registry items at a 10% savings. 

The Completion Program discount of 10% cannot be used with any other offer or on Stoneware items added to MyRegistry.com within 7 days of the event, or later.

 

How Do I Make A Change To My Gift Registry?

There are three ways to make a change to your registry.

1)    Log into your MyRegistry account.

2)    Contact a Gift Registry Coordinators by phone at 502-562-1900 x128 or email, bridal@louisvillestoneware.com.

3)    Stop in the Retail Store and meet with our Gift Registry Consultants.

 

A Registry can be adjusted up to 7 days before the event.

 

How Do Guests Get A Copy Of MyRegistry?

Your guests can log onto MyRegistry.com, 24 hours a day, 7 days a week. They can find your registry by entering your name or event date.

If your guests come in the store, our Gift Registry Consultants will print a copy.

 

What Stoneware Should I Include In MyRegistry?

Think about your future needs and consider every room in your home. Update your current style or create a new look with a diverse selection of dinnerware, bakeware and serveware patterns. Also, don't forget your garden, pets and office. The choices are all yours!

 

Questions About Your Stoneware Gift Registry?

Contact our Gift Registry Consultants Monday – Friday 10 am – 6 pm or Saturday 10 am – 5 pm (Eastern).

Alexa Kerley at 502-582-1900 x128 or akerley@louisvillestoneware.com (photo)

Emily Blanford at 502-582-1900 x128 or eblanford@louisvillestoneware.com(photo)

 

My Account FAQ

 

Why Should I Create A Stoneware Account?

A Stoneware account makes it easy to:

·        Check your order status

·        Check online gift card balances

·        Change your newsletter preferences

·        Manage your billing and shipping addresses

·        View/Share your Wish List

 

My Wish List FAQ

 

How Do I Create A Stoneware Account?

You can use the online registration system 24 hours a day, 7 days a week from your computer, tablet or smart phone.

 

Why Should I Create A Stoneware Wish List?

The Stoneware Wishlist allows you to create a list of products to share with friends, or add items to your shopping cart to be purchased at a later date.

 

How Do I Create A Wish List?

First, create a Stoneware Account then browse LouisvilleStoneware.com. When you find an item you like, select the “Add to Wish List” button.

 

How Do Others See My Wish List?

Your Wish List remains private, unless you choose to share it. To do that, login to your Stoneware Account, click on Wish List and choose the “Share Wishlist” button.

 

Personalization FAQ

 

There are two personalization options:

1)    If you have selected one of our personalized items -- Child’s Sets, Birth Plates, Pet Bowls, Mugs, Plates, Door Plaques, Name Plates and Business Card Holders our online system will guide you through the process of adding names, dates and messages to signify the special occasion.

The cost to change the standard personalization begins at $37.50 and this custom order must be completed in the Retail Store, or over the phone.

2)    We can also personalize any other Stoneware product, but this custom order must be completed in the Retail Store, or over the phone.

Our Personalization Experts will help you select a product, personalization color (black, blue or brown) and location of your personalization (the front or the back/bottom of the piece). Pricing for custom pieces starts with the cost of the product plus $5/per word.

 

What Happens Next?

Once your design is finalized your one-of-a-kind pieces will be ready for pick-up or delivery in 4 to 6 weeks.

Our Personalization Experts are available Monday – Friday 10 am – 6 pm or Saturday 10 am – 5 pm (Eastern) and can be reached at 502-562-1900.

 

Personalization Return Policy

Each piece of Stoneware is handcrafted and may contain variations in color, glaze, brushstrokes, shape and finish. These slight variations occur with any ceramic process and should be considered characteristics unique to your piece, not flaws.

Throughout the process artists inspect each piece they touch insuring the highest quality product possible comes off the kiln and into your hands.

Therefore refunds, exchanges and returns will not be made for personalized pieces that have passed our quality control standards.

 

Shipping FAQ

 

At the time of check out you’ll be asked if you’d like to pick-up your purchase in-store or have it delivered. Either way, after placing your order you will receive an order confirmation email with a customer PO#. If you need to reach us with any questions about your order please have the PO# handy.

Due to the handcrafted nature of Stoneware, it takes 4 to 6 weeks to form, paint and fire your piece(s) before it is turned over to our shipping department, or available for pick-up.

In-store pick-up is complimentary and you will be called as soon as your order is ready.

If you’ve selected and paid for shipping, once complete your item will be carefully wrapped in paper and securely vacuum sealed in polyurethane foam packaging. The Instapak® foam technology provides protection against shock and vibration during shipping and handling by UPS.

At this point, a UPS tracking number is generated and emailed to you. You can expect to receive your order via UPS Ground within approximately 3-5 business days.

Unpacking of your Stoneware is mess-free with an easy-to-remove layer of Instapak® on the top and bottom.

If an item needs to be returned, for any reason, it must be returned in the original Instapak® packaging material.

 

Stoneware shipping cost, to the continental United States, are as follows:

 

Pre-Tax Total

Shipping Fee

Up to $45.00

$10.00

$45.01 to $60.00

$12.00

$60.01 to $75.00

$15.25

$75.01 to $95.00

$16.50

$95.01 to $155.00

$19.50

$155.01+

14% of Pre-Tax Total

 

UPS will only accept shipments to a valid street address, so unfortunately Stoneware is unable to ship to PO Boxes or APO/FPO addresses.

If you are shipping to Alaska, Hawaii or internationally please contact us at 502-582-1900 to obtain shipping fee, estimated delivery time and place your order.

 

Our Delivery Guarantee

We guarantee safe delivery of merchandise. If it does not arrive in perfect condition, we will replace it at no charge to you.

 

Return Policy

 

We'll gladly accept non-personalized pieces for return or exchange within 30 days of purchase. Merchandise must be unused and accompanied by its original itemized receipt or packing slip. Returns can be done either in-store or via delivery.

 

In-Store Return

Simply bring the packing slip and credit card used when you placed the order to our Retail Store.

 

Return by Delivery

If you need to ship a return or exchange to us, please contact Internet Customer Service Coordinator, Hannah Webster at 502-582-9616, or hwebster@LouisvilleStoneware.com to make arrangements. Items must be returned in the original Instapak® packaging material. You will be responsible for return shipping charges and shipping charges of your replacement piece.

 

Our Delivery Guarantee

We guarantee safe delivery of merchandise. If it does not arrive in perfect condition, we will replace it at no charge to you.

 

Personalization Return Policy

Each piece of Stoneware is handcrafted and may contain variations in color, glaze, brushstrokes, shape and finish. These slight variations occur with any ceramic process and should be considered characteristics unique to your piece, not flaws.

Throughout the process artists inspect each piece they touch insuring the highest quality product possible comes off the kiln and into your hands.

Therefore refunds, exchanges and returns will not be made for personalized pieces that have passed our quality control standards.

 

Seconds, Overstock, Discontinued and Artists Corner Return Policy

We are unable to accept returns of items sold from Seconds Quality, Overstock, Discontinued and Artists Corner inventory.

 

Quality Control

Throughout the process artists inspect each piece they touch insuring the highest quality product possible comes off the kiln and into your hands.

However, we are human; and we occasionally make mistakes. If we have sent you the wrong item, made a mistake in personalization or failed to properly inspect your piece for flaws, we apologize. And will we will make it correct by providing a replacement at no cost to you, within 30 days of notification.

Please contact Internet Customer Service Coordinator, Hannah Webster at 502-582-9616, or hwebster@LouisvilleStoneware.com to make arrangements.

 

Email Sign-Up

 

As a valued customer, you can enjoy some of the most exclusive benefits Stoneware has to offer - simply by signing up to receive our weekly email updates. Newsletter topics include:

  • New arrivals
  • Seasonal trends
  • In-store sales and special promotions
  • Online sales and special promotions
  • Special events invitations
  • Exclusive emails about products and topics YOU are interested in

* Required fields

Name *

Email *

Zip Code * 

We value your privacy. We do not sell, loan or give your email address or other personal information to anybody. And never will. Please see our Privacy Policy for more details on our commitment to respecting your privacy and protecting any personal information you choose to share with us.

 

Store Hours

 

In the Stoneware Retail Store you’ll find displays of our more than 800 products that you can touch, pick-up and witness being used.

Along with Stoneware pieces, you’ll find other products -- for your home, garden, office and kitchen -- that complement the Stoneware lifestyle and make your life easier.

Available exclusively in the Retail Store are seconds quality, overstock and discontinued items and the Artists Corner.

The Retail Store offers a hands-on experience for creating one-of-a-kind heirloom pieces.

Located in Louisville, Kentucky’s Paristown Pointe neighborhood, the Louisville Stoneware Art Factory also offers guided tours and a paint your own pottery experience for individuals, families and groups.

 

Retail Store Hours:

Monday – Friday 10 am – 6 pm

Saturday 10 am – 5 pm

The Stoneware Retail Store is open extended hours around the holidays and for special events and is closed Memorial Day, 4th of July, Labor Day, Thanksgiving Day, Christmas Day and New Year’s Day.

Louisville Stoneware get directions

731 Brent Street

Louisville KY 40204

 

Gift Wrapping

 

If you purchase, or pick-up, your order in-store we are able to offer a stunning Gift Wrap* option.

If you are purchasing an item off a Gift Registry, Gift Wrapping is complimentary.

We offer four sizes of delicate, pale ivory with matte finish boxes. Each lid folds over the top and magnetically closes on the front with the simple and subtle Stoneware logo on the lip. Gift Boxes double as a beautiful storage box for heirloom pieces. Boxes range from $6 to $8 each, based on size. Your items will be individually and carefully wrapped inside the box. A light, blue satin ribbon tied around the box completes the packaging.

* Gift Wrapping options are not currently available for orders that require shipping.

 

Gift Cards

 

Gift Cards are a great gift for any occasion and we offer two convenient options to select from, based on the shopping habits of your recipient.

 

Store Gift Cards 

Available in any denomination you choose, Gift Cards for the Stoneware Retail Store are available only in store and can only be used in the store.

A gift card of $75+ will be packaged in a complimentary Gift Box.

 

How Do I Check My Louisville Stoneware In-Store Gift Card Balance?

Visit www.cardbalance.net or call 1-888-892-3813. You’ll need the 16-digit code and 3 digit access code on the back of the card.

 

LouisvilleStoneware.com Gift Cards

LousivilleStoneware.com Gift Cards are easy to give with your choice of seven denominations -- $25, $50, $75, $100, $150, $200 and $250.

 

How Do I Check My Louisvillestoneware.Com Gift Card Balance?

To check a LouisvilleStoneware.com Gift Card’s balance visit My Account.

 

Use and Care

 

Stoneware can be safely used in the oven, microwave, dishwasher, refrigerator and freezer. It’s best to allow a frozen Stoneware piece to warm up with the oven. Do not put a frozen piece of Stoneware directly in a hot oven. And the reverse applies. It’s best to allow a hot Stoneware piece to cool before storing in the refrigerator or freezer. As with any stoneware item, extreme and sudden variation in temperature may cause cracking or breakage.

With the carefully applied glaze, Stoneware is easy to wipe clean. Use a permanent marker to write your name on the bottom of Stoneware that you take to a potluck (don’t worry it washes off with rubbing alcohol, window cleaner or hand sanitizer).

Stoneware is naturally resilient resisting scratches and fading. Superficial marks from silverware can be cleaned up with silver polish or cooktop cleaner.

 

Product Safety

The safety of Stoneware’s products is important to you – and to us.

We have carefully selected and sourced ingredients and glazes from Columbus Clay , MAYCO and Old Hickory, to name a few. Each company provide us with material and safety datasheets and instructions for proper mixing, storage and usage.

All of Stoneware’s clay and glazes have been independently tested and are lead and arsenic free.

Every piece of dinnerware – from clay to kiln – is made in our Paristown Pointe factory in Louisville, Kentucky.