frequently asked questions
Product Care
All work is made from high quality stoneware, porcelain and raku clay. These durable clay bodies are designed for everyday use, however, some care is still required. Remember these are still ceramic pieces so chips and breakage can occur. Some of my work is functional. Some isn’t. Glazes on tableware are lead free and food safe. Plus most are dishwasher safe (unless mentioned).
Cups and mugs should only be placed on the top shelf in the dishwasher and please be careful to avoid over-stacking.
Sudden changes in temperature (eg. from fridge to oven or from oven to a cold bench) is likely to cause thermal shock, which will damage your piece. Always place hot items onto either wood or cloth.
These pieces ARE NOT suitable for an open flame or direct heat from a stovetop element.
It's also important to understand that with regular use of steel cutlery and serving spoons, glaze surfaces will mark over time. These marks are the result of tiny metal deposits being left behind by the cutlery. So more often than not they can be cleaned off with a paste made of bicarb soda + white vinegar (or water for decorated pieces). Just mix, buff on gently and rinse off. These marks do not affect functionality of the piece. To avoid this issue, use timber serving spoons and knives where possible.
Shipping
Shipping is based on weight and value. Plus it includes insurance. I generally run at a bit of a loss here as it can get expensive to ship fragile items with insurance. But I can’t afford to cover greater losses without insurance. Although claims are rare, the insurance makes it a breeze!
When purchasing from the online store, your order will be shipped within 3 business days. If there are any potential delays to this, I’ll notify you as soon as possible. If I’m unable to offer you a solution that suits, you'll be offered a full refund.
All parcels are currently being delivered by Australia Post. I’ll send you an ‘it’s shipped’ email with tracking ID, then AusPost will do the rest. If you haven’t received your parcel within a week, please lodge an enquiry here. Or log in via your My Post app. If delivery is unsuccessful and the parcel is returned to me for any reason, I won’t be issued a refund on that payment, so an additional shipping fee will be required to resend. That’s why it’s important you keep an eye on it!
And if you have any issues with breakages, please follow instructions below.
Breakages (IMPORTANT)
Carriers all have their strengths and weaknesses. At the moment AusPost offer the most reliable service, with insurance. It means I need to go a little overboard with packing materials, but if a claim is required, it’s the simplest process for you.
First photograph the damaged item and your packaging (to show it was suitably packed for transport). Then simply take the damaged item with ALL its packaging, including the carton and shipping label to your local post office. Also take a copy of your invoice. They’ll assess the issue, submit a report and provide you with an assessment receipt. You should receive a direct refund within 24hrs of submitting your claim. And issues, please let me know!
Returns
It's really important you love your purchase. So if you're not completely satisfied, you're welcome to return full priced pieces for a full refund (not including shipping). There are just a few conditions...
Workshop Bookings
Workshop bookings are non refundable unless your place can be filled prior to the event. You are also very welcome to transfer your booking to another participant if you are no longer able to attend. If the workshop is cancelled or postponed for any reason you will be offered a full refund on your ticket.
More Questions?
We’d like to hear from you, so please get in touch.
All work is made from high quality stoneware, porcelain and raku clay. These durable clay bodies are designed for everyday use, however, some care is still required. Remember these are still ceramic pieces so chips and breakage can occur. Some of my work is functional. Some isn’t. Glazes on tableware are lead free and food safe. Plus most are dishwasher safe (unless mentioned).
Cups and mugs should only be placed on the top shelf in the dishwasher and please be careful to avoid over-stacking.
Sudden changes in temperature (eg. from fridge to oven or from oven to a cold bench) is likely to cause thermal shock, which will damage your piece. Always place hot items onto either wood or cloth.
These pieces ARE NOT suitable for an open flame or direct heat from a stovetop element.
It's also important to understand that with regular use of steel cutlery and serving spoons, glaze surfaces will mark over time. These marks are the result of tiny metal deposits being left behind by the cutlery. So more often than not they can be cleaned off with a paste made of bicarb soda + white vinegar (or water for decorated pieces). Just mix, buff on gently and rinse off. These marks do not affect functionality of the piece. To avoid this issue, use timber serving spoons and knives where possible.
Shipping
Shipping is based on weight and value. Plus it includes insurance. I generally run at a bit of a loss here as it can get expensive to ship fragile items with insurance. But I can’t afford to cover greater losses without insurance. Although claims are rare, the insurance makes it a breeze!
When purchasing from the online store, your order will be shipped within 3 business days. If there are any potential delays to this, I’ll notify you as soon as possible. If I’m unable to offer you a solution that suits, you'll be offered a full refund.
All parcels are currently being delivered by Australia Post. I’ll send you an ‘it’s shipped’ email with tracking ID, then AusPost will do the rest. If you haven’t received your parcel within a week, please lodge an enquiry here. Or log in via your My Post app. If delivery is unsuccessful and the parcel is returned to me for any reason, I won’t be issued a refund on that payment, so an additional shipping fee will be required to resend. That’s why it’s important you keep an eye on it!
And if you have any issues with breakages, please follow instructions below.
Breakages (IMPORTANT)
Carriers all have their strengths and weaknesses. At the moment AusPost offer the most reliable service, with insurance. It means I need to go a little overboard with packing materials, but if a claim is required, it’s the simplest process for you.
First photograph the damaged item and your packaging (to show it was suitably packed for transport). Then simply take the damaged item with ALL its packaging, including the carton and shipping label to your local post office. Also take a copy of your invoice. They’ll assess the issue, submit a report and provide you with an assessment receipt. You should receive a direct refund within 24hrs of submitting your claim. And issues, please let me know!
Returns
It's really important you love your purchase. So if you're not completely satisfied, you're welcome to return full priced pieces for a full refund (not including shipping). There are just a few conditions...
- Sorry, but this doesn't apply to custom orders, or sale items. Only to purchases of ready-made full priced items from the online store.
- An email must be received by hello@mellumb.com.au outlining return details.
- The item must be returned within 7 days of receipt.
- The item must be returned in its original condition AND packaging.
- The item must be unused and undamaged (if it was damaged on arrival, please contact us immediately).
- All costs associated with returns are the responsibility of the purchaser.
- A refund will be offered once the item has been received by the seller as stated above.
Workshop Bookings
Workshop bookings are non refundable unless your place can be filled prior to the event. You are also very welcome to transfer your booking to another participant if you are no longer able to attend. If the workshop is cancelled or postponed for any reason you will be offered a full refund on your ticket.
More Questions?
We’d like to hear from you, so please get in touch.