Frequently Asked Questions

PRODUCT INFORMATION

  1. What type of material do you use?
    We only use 100% natural clay for all of our pieces; some pieces might incorporate linen rope and tree branches (the specific locations of where the wood pieces were found are specified in the product pages).
    You can find the specific materials used for each product under the section 'details'.

  2. Are your products food-safe?
    No, our pieces are not meant as tableware. They are not food-safe unless stated otherwise in the 'details' box.

  3. What if an item is sold out?
    While some items can be pre-ordered, most of our pieces are one-off, which means once they're sold out they're gone forever. If you would like to have a similar piece, kindly send an email to sales@laboratoryo.com

  4. Do you accept commissions?
    Yes, we do. Please send an email to sales@laboratoryo.com or go to our Contact page.

  5. Do you offer gift cards?
    Yes, we do. You can find more information here.

 

ORDERS & SHIPPING

  1. How do I check the status of my order?
    Once your order ships out, you’ll get a shipping confirmation email with tracking details, so you can follow your order every step of the way.
    You can also go to your account page to find details on all your previous orders.

  2. Do you accept international orders?
    Yes, we do. But we have found shipping internationally to be cost prohibitive and at times unreliable, and we want you to have the very best experience. 
    If you have trouble checking out please contact us.

  3. Can I cancel or change my order?
    You may request a cancellation or change of item within 1 hour after an order has been placed and paid for. Unfortunately, orders cannot be cancelled once it has been processed and shipped out.

  4. How long does a pre-ordered product take to ship?
    Most pre-ordered items take 1-2 weeks to ship. This is because each piece is handmade with care.
    In case the volume of orders is too high, thus increasing lead times, you will promptly receive an email giving you an option to cancel your order and receive a full refund.
    If your order is urgent please let us know by sending an email to sales@laboratoryo.com

  5. How long does shipping take? 
    We offer both standard and express shipping and try to fulfill orders within 12 hours. For local orders (Italy), it usually takes 1 to 5 days.
    We will also send you an email as soon as your order ships out, so you can follow your order every step of the way.

 

 

RETURNS & EXCHANGES

  1. Can I return or exchange the products I ordered?
    Kindly notify us immediately at sales@laboratoryo.com within 24 hours from the date of delivery should you have any problem with the item. We will respond as soon as possible if the item is eligible for return or exchange.
    Customer must send back the item to the return address within a week of the approval for return.

    Please make sure the returned merchandise is in marketable condition, unused, and with complete tags and packaging. If you return an item that is not eligible for return, you are responsible for the shipping cost when it is sent back to you. Shipping fees are non-refundable.
     

  2. How long does it take for a replacement item to arrive or a refund to be issued?

    Items are replaced within 2 days, or 1-2 weeks if pre-ordered. Customers get an option to wait for the arrival of out-of-stock replacements (except for one-off pieces), choose a different design/product, or simply opt for a refund.

    Once we have checked and have deemed the returned merchandise to be eligible for refund, the purchase amount will be refunded to you within 3 business days.

 

 

WHOLESALE ORDERS AND STOCKISTS

  1. Do you accept wholesale orders?
    If you're interested in selling Laboratoryo pieces in your shop, please send an email with a brief presentation of your brand to sales@laboratoryo.com
    Please note that all wholesale orders are made-to-order, which might lead to longer lead times depending on the volume of your order.