Customer Care

Customer Care

Welcome to SANSO.

For any questions or assistance please email us at studio@ sanso-la.com

The best way to reach us is by email. Direct messages on Instagram may not be monitored regularly.

We do our best to respond within 2-3 business days, with the exception of holiday and peak periods where it may take longer.

Thank you.

 

Curbside Pick Up

All plant orders are only available for curbside pick up at our new address:

618 Moulton Avenue Suite E Los Angeles, CA 90031

Pick up appointment time must be scheduled here.

Current available pick up times are Tuesdays, Thursdays and Saturdays between 12-4pm.

To request a different pick up time and date please email us with your order number at studio@sanso-la.com

 

Order Processing

All orders placed with SANSO are processed and shipped from our studio in Los Angeles, California.

Order processing takes 2-5 business days for all in stock items.

Once your package ships you’ll receive a notification via email. Please allow more time for processing during holidays and special sale days.

Pre-order items will be shipped on specified dates once the items become available.

 

ORDER MODIFICATIONS

Once the order has been placed, we are unable to modify the order. If you need to add to the existing order we recommend placing a new order. Please read through the product measurements, descriptions, and your order summary carefully before ordering.

 

PACKAGING

We package our products with a lot of care and 100% earth conscious materials that are recyclable, biodegradable and reusable. Our packaging method for fragile ceramic items have been tested over time to provide optimum protection against breakage.

 

Shipping

All ceramic orders are shipped using FedEx Ground, Fedex Air, Fedex 2-Day or FedEx International.

Currently our plant items are not available for shipping.

 

COMPLIMENTARY SHIPPING

We offer complimentary shipping on all domestic orders of USD $150+

For all other orders, shipping costs will be calculated by FedEx using the size and weight of your items.

 

DOMESTIC SHIPPING

We provide FedEx Ground (2-5 days including weekend delivery to a residential address) and  Fedex 2-day delivery to US addresses within the 48 states. Shipping lengths do not include order processing time.

 

INTERNATIONAL SHIPPING

We provide FedEx Worldwide and international shipping to select countries. Shipping lengths do not include order processing time. Please email us at studio@sanso-la.com for an estimate of shipping costs before placing your order.

SANSO is not responsible for delays with international shipping and any international fees including custom tariffs, duty taxes and Value Added Taxes. Once the package leaves our studio, we have no access to shipping information aside from the tracking that was provided to the customer.

 

TRACKING

Once the package ships we’ll send you a notification via email with your Fedex tracking number. You can track the package here with FedEX Tracking

 

LOST OR DAMAGED PACKAGES

We cannot be responsible for lost, stolen, delayed or damaged packages once the item has left our studio and accepted by the shipping company. We are unable to offer refunds for these reasons. If a package is lost, stolen or damaged during transit, please file a claim with the shipping provider.

Insurance and signature required delivery options are available as an additional option to our standard delivery. Please email us at studio@sanso-la.com to inquire.

 

Returns

CERAMIC & PLANT ITEM RETURNS

Our ceramics are handcrafted in small batches and stock is limited.

As a small production, we are unable to accommodate returns or exchanges. We would love to assist you with any questions you may have about our products before purchasing to ensure you are completely happy with your order.

Plants and potted plant arrangement purchases are final. We provide products and services consisting of perishable items with sensitivity to temperature, moisture, light, and care. The care for the piece purchased is the responsibility of the customer and recipient.

 

VARIATIONS

Each ceramic piece is made by hand and our rare plant selections are one of a kind in how they look. We do our best to match our products to the measurements and images shown on our website as well as check the quality of our pieces before they leave our studio. Please expect slight variations in color, size and shape of our pieces due to the nature of handmade items.

 

DEFECTS

Please email us at studio@sanso-la.com within 7 days of receipt if there are any defects. We are unable to offer refunds or replacements on orders that were received over 7 days ago.

 

RESTOCKING FEE

As a small business, the time, labor and materials used to fulfill an order are significant resources for us. If for any reason packages are returned, customer is subject to a 15% restocking fee. Please read over the dimensions and item descriptions with care before placing your order. 

 

We reserve the right to refuse any returns that do not meet our return policy.


Terms & Conditions

All content on this website is copyrighted to SANSO and may not be used without direct permission from SANSO.

We reserve the right to refuse service to anyone who does not agree with or accept our policies.

 

Privacy Policy

We respect the privacy rights of all our visitors and customers.

We promise not to sell, share or trade your personal information collected on our website to third parties and to only use this information to process and fulfill your order, to send updates on the availability of our products and services, to share updates on the delivery of the product, and to provide you with our customer support.

If you have subscribed to our newsletter, we may send you updates on our company and products as well as promotional offers. You may unsubscribe at the bottom of our newsletter emails.