Frequently Asked Questions

How do I contact you?

Email: studio@aitkenhyde.com Telephone: 705-652-1845

Where is your studio and can I visit it?

Our studio is based in Warsaw, near Peterborough, Ontario, Canada. Studio visits by appointment.

Do you make the ceramics? How is it made?

Yes, each piece is handmade and designed by us. Thomas makes the form, either on a potter’s wheel or by a variety of hand-building techniques. If it is decorated, Kate paints the piece using underglazes. It is then glazed and fired to maturity in a kiln.

What are the pieces made from? Will the decoration fade? Can I use it?

Our work is made from vitrified porcelain. All the decoration is under the glaze and will never fade. The work can be used for serving food and the vases can be used for holding flowers with water. Our ceramics can be washed by hand or in a dishwasher and can be used in a microwave.

Can I have a bespoke piece or pieces made?

Yes, we welcome inquiries regarding special orders and commissions. We can make commemorative pieces for occasions, including births, marriages, or a special treat for yourself. We can also make urns.

What currency do you use? What payment methods can I use?

In the shop all prices are listed in Canadian dollars (CND) and you can pay by Visa or Mastercard. Please contact us if you wish to pay by e-transfer or cheque.

How do you ship? Can I arrange a pick up from your studio?

You are welcome to arrange a curbside pick up from our studio in Warsaw, Ontario. This option is avaible within the check-out process. If shipping is the only option for you, rest assured we pack our work with great care and attention. To ensure this high quality of service and the delivery of the box to a post office we typically ship within 5 business days. We do our best to accommodate orders if they are needed quicker. We ship via Canada Post. Delivery times vary by location. Please ensure that the delivery address details are correct. We can’t be responsible for any delivery issues that occur due to a mailing address that is incorrect or incomplete.

Do you charge sales tax?

Taxes will be added to all orders purchased within Canada. If the order is going outside of Canada no sales taxes are added. We are not responsible for custom/import duties charges/brokerage charges incurred on shipments to locations outside of Canada. These will vary by country and it is the recipient’s responsibility to pay these charges if they are applied.

My piece arrived damaged, what do I do?

Please let us know within 5 days of the receiving the delivery if there is an issue with your order. Please retain all shipping materials and take a photo of the damage.