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FAQs

1. About our handmade Italian goodsTop

Are all thatsArte.com ceramics handmade in Italy?

Yes. All our artistic ceramics are hand thrown on a wheel or hand shaped using a handmade mold, then they are hand painted. Some tiles and most plates are exceptions: they are still hand painted but must be pressed to maintain uniformity. All the pottery production process of the artists we’ve selected is made in Italy, as marked under glaze on the bottom of each item.

Is my Italian pottery food safe?

All Italian dinnerware, serveware and kitchenware at thatsArte.com are guaranteed to be 100% food safe. They are in compliance with FDA standards and the U.S. import regulations for lead and cadmium.
Italian decorative ceramics, tiles and favors are not meant to have contact with food, unless otherwise specified. 

What does crazing mean?

With time and repeated use majolica has a tendency to "craze" (forming minuscule lines in the glazing). The crazing result is the nature of majolica, and has no significant effect on the ceramics. If you want to slow down the process, handle your pieces carefully and temper them when serving very hot foods.

Can I put my Italian decorative pottery outside?

The colors are permanently glazed on, so sun fading is not an issue.
Depending on how thick is the item, resistance to chips and cracks varies. In extremely cold regions (i.e.: below 0s Fahrenheit) these items should be brought in during winter. A little frost or a blanket of snow is not harmful in any way.

With average everyday usage, about how long will my Italian pottery last?

With proper care and handling your pottery will retain its beauty and function for decades.

Can I clean my Italian Tableware in a dishwasher?

Yes, you can, although we tend to recommend hand washing and drying as you would a fine china. If you want to use your automatic dishwasher, we recommend using a fine china cycle, low heat and a good quality detergent. And it is better to place the plates or ceramic accessories far apart to avoid touching each other during the dishwashing cycle.

What do you mean when you ask me to “temper” my Italian Tableware?

“Tempering” means gently warming your ceramics to avoid "thermal shock", which can result in cracking or in excessive glaze crackling (crazing).
The best way to temper a piece of ceramic is to put it under hot tap water before serving very hot foods or liquids. You can also put a metal spoon in your ceramic while pouring a hot liquid to deflect the heat.
Crazing has no significant effects on the ceramics, it is mainly cosmetic.

Can I put my Italian ceramics into the oven or the microwave?

It’s better not to. In principle they can stand high temperature. However the risk of cracking or chipping your piece when very hot and unevenly covered with food is real. Our Italian dinnerware and serveware is not meant to be used for cooking or re-heating.

Can I cook or bake into my Italian ceramics?

No, you can’t. Our pottery, with the exception of clay pots, is not meant to be used for cooking or backing.

How can I take away encrusted food and stains from my Italian tableware?

Soak you ceramics in soapy, lukewarm water for a few moments and use a plastic scrubber for the worst bits. To remove tea stains in cups use a solution of 2 tablespoons chlorine bleach per quart of water; soak 1-2 minutes; rinse promptly. Black marks left by tarnished cutlery can be removed from pottery with a good quality, non abrasive metal cleaner.
Never use scouring powders or harsh scourers on Italian pottery as they will damage the glaze.

Is my Italian pottery scratchproof?

Although extremely hard, all glazes are susceptible to scratching by harder substances. Scratches found inside ware are frequently caused by gemstones in rings. Very sharp knives, even though they are made from metal that is softer than the glaze, can scratch the glaze when excessive pressure is exerted.

Why are the Italian pottery pieces I ordered slightly different from the images on thatsArte.com?

Since every piece of our Italian ceramics is handmade, it is impossible for each item to be identical... that’s the wonderful nature of handcrafted work!
Actual colors may differ from what you see on your computer screen, since each piece is unique. This is the highly desirable results of handmade items. Additionally different computer screens reproduce colours in different ways.
Some of our decoration products are hand finished with an “Antique patina”, which features a heavily distressed glazing, very often with evident glaze smudges and splits. This is a valuable characteristic of some regional pieces, and a considerable part of their premium value. It definitely cannot be considered a manufacturing defect! 
Slight changes in the size or shape of the items is also a result of their being totally handmade, either thrown on a wheel or slip cast. Plates are an exception: they are usually  pressed to obtain regular shapes and sizes.
The amount of decoration on a piece is related to its size. The bigger the size, the richer its decoration. Most of thatsArte.com photos are taken from the medium sized pieces. On occasion, you may notice a slight indentation, design or glaze variation or perhaps a tiny smudge, a small dimple, a paint spot or a loose fitting lid. These variances and imperfections are not considered manufacturing defects.  They are evidence of an original, handcrafted artwork.
If a product purchased at thatsArte.com is not in line with your expectations, you can return it in unused condition. For more info, please view our Return policy .

What sort of glue can I use to stick a handle back on?

From a safety aspect we recommend that broken handles, especially on ware that is likely to hold hot liquids, are not repaired. There is no glue available that is as strong as the original ceramic and any glue, especially when heated, is likely to fail at some time.

Can I purchase matching table linens at different times?

We recommend to purchase matching items of a particular collection (for example tablecloth and napkins) at the same time, because the color of the yarn may vary slightly from batch to batch.

How can I find out about thatsArte.com new products?

You can join our Mailing List and we’ll keep you posted on new products and special offers.

Do you publish a print catalog of your products?

No, we continuously add new products and new services to our web site. A print catalog would rapidly goes out of date. Additionally, we already have more than 5,000 products: a web catalogue is much more useful and versatile for such a large assortment!
 

2. Orders and paymentsTop

Do I need to register to place an order?

No, you don’t. You can place your order as a guest and the personal information you are requested to provide us with will solely be used to deliver your order.
However, we recommend you to open Your Account at thatsArte.com in order to be able to use our additional services:
- see your order status and a complete history of all orders made while signed
- track your shipments
- create a wish list of things you can't wait to have and share it with your friends and family
- save your billing and shipping information - you won't ever need to re-enter your information

Open Your Account now

I need some time to refine my order. How can save the items I wish to purchase?

Open Your Account at thatsArte.com and choose between two options:
1 – add all the items to your cart. They’ll still be there the next time you login
2 – add all the items to your wish list and they’ll be there as long as you wish. You’ll have the additional benefit of being able to share your list with your dearest ones and ask for advice!

How can I send a gift from thatsArte.com?

It’s easy. Fill in the billing form with your personal info. If you wish you can add a message for the recipient in the relevant box.
Now fill in the shipping form with the info of your gift’s recipient. That’s all we need to ship your gift, complete with your message.

Can I customize my purchase?

We offer a Free Personalization service on all our handmade Italian ceramics. The other goods cannot be personalized, if not otherwise stated. 

We also offer a special order service for Bespoke Goods .

How do I know that you are a trusted web site?

Our identity is proven by our SSL 123 digital certificate by Thawte, a leading US Certification Authority. They grant the use of their trusted site seal only to companies which can prove their reliability.

How is my personal information protected?

Your personal information is stored in our secure databases and is only accessible to a limited number of employees who have special access rights to those systems.
To know more, view our Privacy Policy .

How can I pay my order?

We directly process payments with Visa and Mastercard credit cards. Additionally we accept Paypal and all other US relevant credit cards via Paypal. You don’t need to be a PayPal member to pay with your credit card.

For more info visit our Payments page.

How are my credit card payments protected?

We use a variety of security measures to maintain the safety of your personal information. Specifically, we own the SSL 123 digital certificate by Thawte, a leading US Certification Authority, which protects the credit card data submitted to thatsArte.com through the use of encryption. Should any information be intercepted, it will be unintelligible without the unique key used for decryption.
We do not store your credit card information on our servers. Your payment is processed by Gestpay by Banca Sella, the Visa and Mastercard choice for on line payments in Italy.

When is my credit card charged?

We usually charge your credit card right away when the sale is final, that is when your items are in stock and ready to be shipped or when the order contains one or more personalized items or bespoke goods. As we cannot keep the payment authorizations on hold for more than 20 days, we charge our Customers’ credit cards no later than 20 days after the order is placed.

For more info visit our Payments page.

What if I do not want to use my credit card to make payments on line?

Using your credit card with a secure web site is probably safer than handing it to a waiter at a restaurant. Still, we respect your feelings. You can pay your order through Paypal or, if you’re concerned about any payment over the Internet, contact us mentioning the items you wish to purchase. We’ll be happy to offer you alternative payment options, like fax or phone.

Do you ship to destinations outside the United States?

We currently ship to the following countries: Australia, Austria, Belgium, Canada, Czech Republic, Denmark, Finland, France, Germany, Greece, Hungary, India, Ireland, Italy, Liechtenstein, Luxembourg, Monaco, Netherlands, New Zealand, Norway, Poland, Portugal, Slovakia, Slovenia, South Korea, Spain, Sweden, Switzerland, United Kingdom, United States.

For more info visit our Shipping pages.

How long will it take to receive my order?

If your items are in stock, we will ship them out right away. If they are not in stock, the leadtime depends on the artists you have chosen.
Artists have different production lead times: always check them in the artist’s page or in the product page.

For more info visit our Shipping pages.

How do I track my order?

When your order ships, we’ll send you an email with your tracking information, so you can follow your order’s progress all the way to the shipping address you have provided.
If you have an Account at thatsArte.com you can log in any time to check the status of your order and track your shipment. 

For more info visit our Shipping pages.

 

3. Shipping charges and other feesTop

Since you are based in Italy, do I have to pay Custom Fees?

thatsArte.com strictly applies a “no surprise at delivery” policy. All you need to pay for your handmade Italian goods is ALWAYS in bottom line of the order review page.
No taxes, Customs duties and fees are due for shipments to the US, Australia and European Union member countries.
A contribution to the local taxes, Customs duties and fees are due for shipments to all the other countries.

Do I have to pay a US Sales Tax?

No, you don’t. US Sales taxes are not due on import goods.

Is my shipment insured?

Yes. All our shipments are all fully insured.  

4. Returns and refunds Top

Can I return my purchase if I’m not fully satisfied?

Yes, you can. We do want you to be fully happy with your purchase. If for any reason you are less than fully satisfied, you can to return your purchase to us in its original condition within 10 days of the purchase delivery date.
For more info view our Return Policy .

Will you refund me if I’m not satisfied with my purchase?

Yes, we will. Our Return and refund policy applies to all the items in our online catalog that have not been personalized or made-to-order for you (Bespoke Goods ).
You are free to exchange your product with another one, to ask for a store credit or a full reimbursement of your purchase.
For more info and to learn how to apply for a refund view our Return Policy .

Can I return only one piece and keep the other ones I purchased with the same order?

Of course you can. You can return one or more pieces and keep the others.

Can I return a personalized piece or a bespoke good?

No, you can’t. Personalized ceramics and special orders will be fully reimbursed only if damaged or incorrect. For more info view our Return Policy  .

What do I do if an item is damaged when I receive it? 

In case of a damaged item, you’re entitled to have a new item shipped, a store credit or the full reimbursement of the original price, including the shipping charges.

To apply for your favorite option, please follow the simple steps listed below:

- please inform immediately UPS of the damage checking the Customer Service contacts at www.ups.com and quoting the shipment reference number. Please keep the original packing material for a possible UPS inspection

Contact us within 24 hours of merchandise arrival, mentioning your Name, Order Number, the Product Code or description of the damaged items and attaching detailed pictures of the damaged items and of the packing material

- do not ship the damaged items back to us until we give you proper instructions.

Once these steps are taken, you can choose the refund option that better suit your needs.

A good practice to speed up a refund process is to inspect all deliveries upon arrival if possible, and make written exceptions on the Delivery Receipt of every discrepancy or irregularity. Please, sign always the delivery receipt “subject to inspection for concealed damage”.

To know more, view our Return Policy .

What do I do if an item is incorrect when I receive it? 

Our return policy applies to all incorrect purchases from thatsArte.com.
You can return your purchase in exchange for other items or ask for a store credit or a full reimbursement of original price, including the shipping charges.

To know more, view our Return Policy .

5. Affiliation ProgramTop

How do I join thatsArte.com Affiliate Program?

It’s a very easy and completely free process. We have teamed up with Pepperjam Network, one of the leaders in affiliate program management. Through their platform we’ll provide you with all the creatives, resources and education to help you make the most out of our affiliate program. Fill in the Pepperjam Network Registration Form, upload the creatives and links that you feel are most appealing to your target visitors and start making good money out of our Program.

How much can I earn?

We offer you a generous 8% commission for every sale you’ll generate: the more you sell, the more you earn.

What is a 45 day return cookie?

The average user on the Internet is not always buying a product on his or her first visit to our site. The cookie placed on the browser of visitors coming from your site ensures that if they buy within 45 days from their first visit, the commission for that sale is credited on your account. A 45 days return cookie is extremely competitive!

How do you pay my commission?

You’ll get paid by Pepperjam every two weeks, around the 1st and 15th of every month. Once you become an established Pepperjam Publisher and you have a track record of generating volume, Pepperjam will move you to just about any payment model you need to generate more volume.

You will be paid in US dollars via direct deposit, wire transfer or paper check: you choose. You can also go for PayPal (requires application).

Please, allow up to 7 business days for processing of payments. Only valid sales will be compensated.

How do I monitor my commissions?

By registering with Pepperjam for our Program you’ll be able to track all your activities through their industry-leading tracking technology that ensures the integrity of all your commissions and sales reports.

Do I have to handle the orders generated by my site?

Absolutely not – you only generate sales. Thatsarte.com takes care of processing and delivering the orders and will handle any customer service questions.

What if I can’t find a banner of yours that fits my site?

No problem! Let us know and we’ll work out a tailor made solution, either in content or size and graphics.

How I do communicate with thatsArte.com?

We’re always there to help you! You can Contact Us  or we can communicate in real-time through Pepperjam Chat™ or through Skype.

 
Our goal is to offer the most comprehensive FAQ page. If your question is not answered here, please, contact us.

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