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 it's been decorated with a metal lustre, an unglazed porcelain slip or crawl glaze. To preserve these finishes I recommend hand washing.
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.
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. It's important to note these marks do not affect functionality of the piece. To avoid this issue, use timber serving spoons and knives where possible.
Shipping
When purchasing from the online store, your order will be shipped within 3 business days. If there are any potential delays to this, we'll notify you as soon as possible. If we're unable to offer you a solution that suits, you'll be offered a full refund.
Upon dispatch, you'll be provided with details of your carrier and a tracking ID. It's important that you follow up on this if the parcel has not arrived within a week. Delivery may have been attempted and you may need to schedule a suitable re-delivery. If delivery is unsuccessful and the parcel is returned to me, there isn't a courier company in Australia that will credit me on that payment, so I'm very sorry but an additional shipping fee will be required to resend.
And if you have any issues with breakages, please read the section below as the process will vary slightly depending on your carrier.
Breakages (IMPORTANT)
Carriers all have their strengths and weaknesses, so I'll select the best option based on your delivery location, the size of the parcel, its value and current reliability. But that means there are different processes if compensation is required. So if an item is damaged in transit, please follow the process that applies to your carrier...
AUSTRALIA POST
Simply take the damaged item with ALL its packaging, including the carton and shipping label to your local post office. They will assess the issue, submit a report and provide you with an assessment receipt. Please email that receipt to me by clicking HERE and I will process your refund immediately.
FASTWAY
For compensation with Fastway or any other private carrier, you need to get in touch ON THE SAME DAY your parcel is delivered. Please send an email by clicking HERE and include images of broken items, as well as packaging and the delivery label. This is vital for the opportunity of a replacement or refund, as couriers require lodgement of an insurance claim within 24hrs of delivery. It's a bit unreasonable in my opinion, but I'm unable to offer a refund for breakages if I can't claim the loss. Thanks for your understanding!
Returns
It's really important you love your purchase. So if you're not completely satisfied, you're welcome to return any item for a full refund (not including shipping). There are just a few conditions...
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 it's been decorated with a metal lustre, an unglazed porcelain slip or crawl glaze. To preserve these finishes I recommend hand washing.
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.
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. It's important to note these marks do not affect functionality of the piece. To avoid this issue, use timber serving spoons and knives where possible.
Shipping
When purchasing from the online store, your order will be shipped within 3 business days. If there are any potential delays to this, we'll notify you as soon as possible. If we're unable to offer you a solution that suits, you'll be offered a full refund.
Upon dispatch, you'll be provided with details of your carrier and a tracking ID. It's important that you follow up on this if the parcel has not arrived within a week. Delivery may have been attempted and you may need to schedule a suitable re-delivery. If delivery is unsuccessful and the parcel is returned to me, there isn't a courier company in Australia that will credit me on that payment, so I'm very sorry but an additional shipping fee will be required to resend.
And if you have any issues with breakages, please read the section below as the process will vary slightly depending on your carrier.
Breakages (IMPORTANT)
Carriers all have their strengths and weaknesses, so I'll select the best option based on your delivery location, the size of the parcel, its value and current reliability. But that means there are different processes if compensation is required. So if an item is damaged in transit, please follow the process that applies to your carrier...
AUSTRALIA POST
Simply take the damaged item with ALL its packaging, including the carton and shipping label to your local post office. They will assess the issue, submit a report and provide you with an assessment receipt. Please email that receipt to me by clicking HERE and I will process your refund immediately.
FASTWAY
For compensation with Fastway or any other private carrier, you need to get in touch ON THE SAME DAY your parcel is delivered. Please send an email by clicking HERE and include images of broken items, as well as packaging and the delivery label. This is vital for the opportunity of a replacement or refund, as couriers require lodgement of an insurance claim within 24hrs of delivery. It's a bit unreasonable in my opinion, but I'm unable to offer a refund for breakages if I can't claim the loss. Thanks for your understanding!
Returns
It's really important you love your purchase. So if you're not completely satisfied, you're welcome to return any item 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.
More Questions?
We’d like to hear from you, so please get in touch.