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 its been decorated with a metal lustre or an unglazed porcelain slip. 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 ready-made items from the online store, your order will be shipped within 3 business days. If there are any potential delays, 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.
Items can only be sent to a street address (no PO Boxes) as they are delivered by road courier throughout mainland Australia. The cost of packaging and shipping is a flat $15 fee per order. We use Fastway for deliveries whenever possible as we've found them to be the most reliable courier service. You will need to provide a signature on delivery, so a work address can often be best. For lovely Tassie customers shipping is $25 per order and sent via Interparcel.
Breakages
If upon delivery you find any items are broken or damaged, please immediately email images of the pieces, with the packaging material next to them. Images must be received THE SAME DAY as delivery for a refund. I apologise for requiring such a tight timeframe, but I am only able to lodge an insurance claim within 24hrs of delivery.
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.