Questions
Frequently asked
- Why does my statement say VERATIS HOME?
- That is us. Every charge from this store appears on a statement as VERATIS HOME. If you are looking at a charge you do not recognise, email support@veratishome.com with the amount and date. We will identify the order and sort it out — almost always faster than going through your bank.
- What does shipping cost and how long does it take?
- Standard is $9.50 and arrives in 3–6 business days, free on orders over $150. Express is $24.00 and arrives in 1–2 business days. We ship within the United States only. Full shipping policy
- My order arrived in two boxes on different days. Is something missing?
- Probably not. The Serving Platter, the large Oak Board and the Marble Bath Tray each ship in their own box because of their weight, with their own tracking number. Your confirmation email lists which items are in which parcel. If something genuinely has not turned up, tell us and we will chase it.
- Can I return something?
- Yes. 45 days from delivery, on unused pieces in their original packaging. Email us first for a reference number — returns that arrive without one take much longer to match to an order. Refunds go back to the original card within five business days of the return reaching us. Full returns policy
- Something arrived broken.
- Stoneware, glass and stone occasionally break in transit despite the packing. Email a photograph of the breakage and of the outer box within seven days of delivery and we will replace it or refund you in full, whichever you prefer. You do not need to send the broken piece back. The photograph of the box matters because it tells us whether to change how we pack that item.
- Why do the plates not match each other exactly?
- Because they are not meant to. Reduction-fired stoneware varies in glaze tone, hand-blown glass varies in height by up to 3 mm and may contain small bubbles, natural stone varies in veining, and unlacquered brass darkens at different rates depending on handling. All of it is stated on the relevant product page before you buy. How each material behaves
- Are my card details safe?
- The card fields at checkout are not part of this website — they are served inside an isolated frame operated by a PCI DSS Level 1 certified payment provider. Your full card number never reaches our servers, is never written to our logs and is never stored in our database. We support 3-D Secure, so your bank may ask you to verify the payment. How payments are handled
- Why do you ask for a billing address separately from shipping?
- Because they are checked against different things. Your billing address is verified against the records your bank holds for that card. If you enter a shipping address there instead, the check fails and your bank may decline a payment that would otherwise have gone through. Enter the address your card statement goes to.
- Do you have a shop I can visit?
- No. We sell online only, and we ship within the United States.
- Why are there no reviews on the products?
- Because this is a new shop and we do not have any yet. We would rather publish nothing than publish numbers we made up. What we publish instead is a complete material record on every product — composition, dimensions, weight, finish, care and what the piece is not suitable for — which is more useful than a star average anyway. When there are real reviews we will publish those and say where they came from.
Not answered here?
Email support@veratishome.com. Monday–Friday, 9:00am–5:00pm CT. Every message answered within one business day.