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 is 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 and when packing the dishwasher 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.
Your shipping address must be a street address (a business address is fine and often best). Sorry but we are unable to deliver parcels to PO boxes.
Items are sent by road courier throughout Australia, except for Tasmania... these parcels are sent by air. The cost of packaging and shipping for mainland Australia is a flat $15 fee per order. For our lovely Tassie customers we've absorbed some of the cost but due to the expense, it's a flat $25 fee per order. You will also need to provide a signature on delivery (otherwise we can't insure parcels), so a work address can often be best.
Upon shipping, you will be provided with a tracking ID. It's important that you follow up on this if the parcel is not received within a week of dispatch. Delivery may have been attempted and you may need to schedule a suitable re-delivery. I'm unable to get involved in this process. If delivery isn't successful and the parcel is returned to me, you'll be required to pay another shipping fee.
Breakages (IMPORTANT)
If any item is damaged in transit, please send an email by clicking HERE ... ON THE SAME DAY your parcel is delivered. Please include images of any 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 sorry I'm unable to offer a refund for breakages if I'm unable to claim the loss. Thanks for your understanding!.
Returns
It's really important that 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.
- 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.