// BUYER QUESTIONS · IRONWOOD TRADE LIMITED
Every question buyers ask IRONWOOD TRADE LIMITED, answered plainly
IRONWOOD TRADE LIMITED prefers a written answer you can come back to over a phone call you cannot. Everything below is the policy we actually follow, including the parts that are less flattering.
// ORDERING
Before you order
Three stages. First we verify the company and the maker behind it. Second we read feedback from people who bought before. Third we place a test order ourselves and inspect what arrives. The review takes up to 48 hours, or two to three days more if the product needs bench testing.
No. Checkout asks for an email address, a delivery address and a payment method. A member account only adds seasonal early access and a saved address book, so create one only if you want those.
None. IRONWOOD TRADE LIMITED charges brands a flat monthly listing fee and takes no percentage of your order. The price on the product page is the price you pay, plus shipping if you choose express.
If it has not been packed yet, yes — write to us and we will amend or cancel it with no charge. Once the parcel has left the studio, the return process applies. There is no cancellation fee at any point.
Digital gift notes are available in $25 to $250 steps, never expire and are delivered by email with a code. The recipient uses the code at checkout like any other payment method.
// DELIVERY
Shipping and timing
Standard delivery is 2–5 business days anywhere in the United States. Express delivery arrives the next business day and costs $18 on orders under $250, free above that amount. Orders placed before 2 pm are packed the same day.
Yes, wherever the carrier allows it. Some heavy items are shipped to a street address only, and the product page says so before you order. We cover all 50 states, including Alaska and Hawaii, plus PO boxes and APO/FPO addresses wherever the carrier allows it.
Yes. A dispatch email with a carrier link goes out the moment the box leaves the studio, and a delivery email follows on the day it arrives. If tracking has not updated for two business days, tell us and we open a trace with the carrier.
Fragile ceramics and glass travel in double-walled cartons with cardboard inserts, and some items need a signature on delivery. Orders of $250 and above ship in a double box at no extra cost. We do not use foam or bubble plastic in any order.
// RETURNS AND REFUNDS
If something is wrong
Tell us and we trace the parcel with the carrier. If it is declared lost, we refund your payment in full within 48 hours of your report, or send a replacement at your choice. You do not wait for the carrier to close the claim first.
Send a photo within the 30-day window. We ship a replacement first and cover the return shipping both ways, or refund the payment in full if you would rather not have the replacement.
Yes, within 30 days of delivery and without an explanation. The item should be unused and in its original packaging. In that case the return shipping is yours — we say this plainly rather than hiding it in the small print.
IRONWOOD TRADE LIMITED issues the refund within 48 hours of your report. How quickly it appears on your statement depends on your bank, usually within three to five additional business days.
No restocking fee and no processing fee on any return handled under this policy. The only costs that can apply are the return shipping for an item you no longer want, and the express delivery fee if you chose express shipping. If the item is faulty or damaged, IRONWOOD TRADE LIMITED covers the return shipping both ways.
// MEMBERSHIP
How the member program works
What membership includes
Members see seasonal drops 48 hours before the public shelf, get a saved address book, and can hold a seasonal item for 24 hours while they decide. Membership is free and IRONWOOD TRADE LIMITED does not sell the list to anyone.
Early access in practice
Seasonal runs are small by design — a single style, a limited batch. Early access is what stops the size you wanted from disappearing before you saw it. The studio counts units by hand, so the numbers on the page are real.
How to join
Create an account at checkout or write to us and we will set it up. There is nothing to pay and nothing to cancel.
Still unsure?
Write to IRONWOOD TRADE LIMITED with the product name and your postcode. We will confirm availability, the delivery date and the return terms before you spend anything.