Customer Dispute Resolution
If something has gone wrong with an order, we want to hear about it and put it right. Almost every problem we see, a late parcel, a cracked pot, the wrong colour, is solved with a single email. This page explains exactly how to raise an issue with us, how quickly we respond, what happens if you are not happy with our answer, and the options you always have outside of us.
Step 1: Contact us first
The fastest way to resolve any problem is to write to us directly. A real person reads every message.
Email: service@pottedmuse.com
Phone: +1 (682) 227-0570
Hours: Monday to Friday, 9am–6pm Mountain Time
To help us sort it out in one reply, please include:
- Your order number (it starts with #) and the email address used at checkout
- A short description of the problem and what you would like us to do
- For damaged, defective or wrong items: two or three photos of the item and the box
- For a charge you do not recognise: the date, the amount and the last four digits of the card. Never send us a full card number.
Step 2: What happens next
Within one business day we confirm we have your message and tell you who is handling it.
Within three business days we propose a resolution in writing. For damage claims and lost parcels it is usually quicker, often the same day.
Within three business days of you accepting a refund, it is issued to your original payment method. Your bank may take a further 5–10 business days to show the credit. Replacements ship within 1–3 business days with a new tracking number.
How we resolve the most common issues
These are the standard outcomes we apply. You do not need to negotiate for them.
Item arrived damaged, defective or not as described. Send photos within 7 days of delivery. You choose a free replacement or a full refund including shipping. In most cases you do not need to send the item back.
Wrong item or wrong colour sent. Our mistake, so we send the correct item at no cost and cover any return shipping if we need the wrong one back.
Parcel late or tracking not updating. Standard delivery is 8–15 business days after dispatch. If tracking has not moved for 10 business days, we open a trace with the carrier and offer you a replacement or a full refund, your choice, without waiting for the trace to finish.
Tracking says delivered but you do not have it. Check with neighbours and your building's mail area, then contact us within 7 days. We file a claim with the carrier and, where the parcel cannot be located, replace or refund it.
Changed your mind. Unused items in original packaging can be returned within 30 days of delivery for a refund of the item price. Return postage is paid by you. Full details are in our Refund & Return Policy.
Want to cancel. Orders that have not yet shipped can be cancelled for a full refund. Email us as soon as possible.
A charge you do not recognise. Email us with the details above. We will tell you which order it relates to, or, if it is not one of ours, confirm that in writing so you can take it up with your bank.
Step 3: If you are not happy with our answer
If our first response does not resolve things, reply to the same email thread and ask for a review. Your case will be reviewed by the store owner, not the person who first handled it, and you will receive a written decision with the reasons for it within five business days. We look at every review with fresh eyes, and where the facts are unclear we give the benefit of the doubt to the customer.
Card disputes and chargebacks
You always have the right to dispute a charge with your card issuer or payment provider, and nothing on this page limits that right.
We do ask that you contact us first. A bank dispute usually takes 30 to 90 days to settle and freezes the money on both sides while it runs; an email to us normally resolves the same problem in a few days. If you have already opened a dispute, you can still write to us. If we agree a refund, we will issue it straight away and you can let your bank know the matter is resolved.
When a dispute is opened, we respond to the card issuer with the order details, tracking information and our correspondence with you. We do this factually and do not treat opening a dispute as a reason to refuse you future service.
Other help available to you
If you believe we have not dealt with you fairly, you may contact the consumer protection office of your state attorney general, or file a report with the U.S. Federal Trade Commission at reportfraud.ftc.gov. We will cooperate fully with any enquiry.
The legal part
Pottedmuse is operated by ZOWISE LLC, 1111 E Lincolnway, Suite 219, Cheyenne, WY 82001, United States. Purchases are governed by our Terms of Service and the laws of the State of Wyoming, without prejudice to the mandatory consumer protections of the state in which you live. Nothing on this page reduces any right you have under the law.
Most of the time, none of this is needed. If something is not right, email service@pottedmuse.com and we will fix it.
Last updated: September 24, 2026