Shop Policies
Refunds/Returns
A refund for items purchased incorrectly or for change of mind is available before shipping. Contact us to sort it out. You will know if your item has been posted as you will receive a confirmation email with tracking details.
We are not able to offer refunds for change of mind, however, if you wish to exchange please send a reply email to your order confirmation or use the contact page on the website. If something has arrived not quite right please get in touch so we can do our best to resolve it for you.
Exchanges:
If for some reason you don't love your items and would like to exchange or receive a credit please email us. You will be responsible for return shipping, packaging safely, and providing a tracking number. Refunds and exchanges will not be processed until it arrives back to the studio in original condition. We can not accept returns on broken or chipped items.
A note on process & variations: Each piece is handmade individually and are made with skill and care. There are many stages the clay goes through before turning into its finished ceramic product and along the way there can be some natural inconsistencies. These may include but are not limited to: variations in shape & size, variations in glaze colours even if the same glaze is used, variations in textures, variations in glaze distribution on clay and variations in colour of clay body. These subtle unavoidable inconsistencies are what give hand made pieces their character and charm. They signify authenticity and that a human made this item out of the earth with their hands.
Damages etc:
All care will be taken in packaging the items, however, once it is deposited with Australia Post it is no longer in our control or responsibility. Insurance can be purchased as long as it is requested at time of purchase. Refunds will only be made for damages or lost/stolen items where postal insurance is purchased.
Please send an email if you wish to add insurance on.
Postage insurance only covers damages while in transit not for damages after it is delivered.
Shipping
Please allow up to 5 days for items to be posted. Items will be posted only after payment has been processed. Tracking details will be emailed to you when item is posted.
Shipping times will vary depending on your location. Within Australia: please allow 5-14 days or longer for WA.
Rest of the world: please allow 2-8 weeks or more?
Import duties, taxes, and charges are not included in the item price or shipping cost. These will be the responsibility of the customer.
Incorrect address: If you provided the wrong address and it is not sent back we cannot provide a refund for missing orders. If an item is returned due to not being collected or wrong address you will need to pay the shipping again to have it sent back out. If it is returned in original condition and you would like a refund instead of having it reposted again, you will be refunded the purchase price minus the cost of shipping.
Seconds:
Seconds items will always be labeled as seconds and sold as is. Seconds ware may have minor imperfections that do not affect the overall look and function of the item and will be listed with photos that show that inconsistency. No refunds, or exchanges for seconds.
Product Care:
Your ceramic pieces are all handmade from high quality Australian stoneware and mid fire clays, although they are fragile and some pieces irreplaceable, they are made with daily use in mind. Unless otherwise stated, all items are food safe, non-porous and can handle heat but do not allow them to experience sudden changes in temperature. Dishwashing is usually fine but hand washing is advised to avoid scratches and chips over time. Always handle with care when in use and they will be with you for many years. Any wares with metallic lustre: handwash and do not microwave.
If you accidentally break a piece feel free to let me know and I can send you a discount code to get something new :)
Pre-order & Custom Orders: Much time and energy goes into creating custom orders and as such no refund or return is possible once the process has begun. Usually a deposit is required and work begins shortly after. Please be aware that due to the nature of handmade custom items, there will be variations in some aspects (shape and glaze decoration). All care will be taken to create items in the style of the example pictures, however, it is a part of the charm of handmade items to receive something completely unique. Custom orders usually take approximately 6 weeks to complete, please allow up 8 weeks.