FAQ/SHOP POLICIES

Orders not shipping until 2024.

Please understand that I am one person doing all of this by myself and can only work so fast. Your patience is greatly appreciated. 

Please read through fully and throughly before contacting me/purchasing. Please note emails/questions that can be answered by reading through my website cannot and will not be answered. I also do not answer every email I get, sorry. Thank you.

FAQ(Frequently Asked Questions)

- All prices are in $AUD (Australian dollars)

- Failure to read the FAQ does not mean the rules can be bent/don't exist. Just because you didn't read something/don't like it doesn't mean it can be changed.

- GST (Goods & Services Tax) is charged at the checkout for Australian customers. This is unavoidable and there is nothing I can personally do about it, and I can't get rid of it. Sorry. 

- I do ship worldwide.

- Orders take 1-4 weeks to ship depending on the time of year/whether or not there has been an update etc. 

- Email is for business only. It isn't a place to try and hold a one on one conversation/seek advice/pick my brain etc. It is for business, please be respectful and realise that some emails are unprofessional for you to send, thank you.

- I do not do custom orders, pre-orders, commissions, trades, exchnages, wholesale, holds/reserve work waitlists etc. due to demand and the volatile nature of ceramic, as there is always a chance that things can break, it is just a first in best dressed when it comes to updates, this way it keeps it fair for everyone.

- All ceramic pieces are high fired and glazed accordingly. Individual listings are more specific on clay bodies and their finishes.

- Payment plans are not available sorry.

- The website checkout is a PayPal checkout but you do not need to have a PayPal account to make a purchase or a credit card, just a card that you use to make other online purchases. Enter your card details at the checkout as you normally would hen making online purchases. Paypal credit is also available but subject to PayPal approval and out of my personal control (see PayPal website for details)- I do not do pick up, post only. So please do not ask to come pick your order up.

- I do not have/own a physical shop that you can visit, it is all online.

- I do not have open studios/you cannot visit my work space.

-Pick up is not an avaliable option, so please do not expect it to be. Thank you.

- All packaging is made from recycled materials and can be recycled. Bubble wrap and sticky tape are biodegradable plastic as well. Please dispose of responsibly. I cannot cater my packaging to your lifestyle unfortunately. I must and do package items a certain way so that they can arrive safely. If you do not like this please do not make a purchase as I cannot and will not change it thank you.  

- I do not mass produce work, I am one person. Somethings I will never make again, everything is unique as it is all made by hand. Please do not contacting me asking me to make certain pieces again. I do not repeat a lot of things. If it says sold out or NFS it means exactly that. Thank you

- All orders placed receive an email confirmation from bigcartel to the email you provided. No email not order. Unless you put your email address in incorrectly. You are also likely to receive an email from PayPal as well when purchasing, but it isn't always the case.

- I do not answer DM's on Instagram as they are turned off. If you have a query about your order please email from your order confirmation email rather than  contacting me on Instagram. This way I know who it is what the order is and I do not have to discuss your personal information on a public platform.

- Once something is marked sold out it is gone for good. Everything is one of a kind. Sterling silver necklaces are only made in small batches, so sold out means sold out. 

- I do not offer layaway, holds or payment plans, or free shipping sorry. 

- Paypal credit is available through the checkout as the only buy now pay later option. Information on PayPal credit can be found on their website and is subject to their approval. I am not personally responsible for whether you get approved or not. If you have issues please contact PayPal, not me as there is nothing I can do. 

- Afterpay/zip-pay is not available because big cartel doesn't allow it sorry. Paypal credit is available and is much the same. You must have a PayPal account and be approve to have PayPal credit which I do not personally control. 

- All information in regards to tattoos can be found on the Tattoo page of the website. I no longer do tattoo commissions. Sorry

 - Everything I make is handmade and one of a kind and no two things are ever the same. There are imperfections and finger marks on all pieces because of this.

- I do not do wholesale of my work, sorry. As much as I would love to, I cannot keep my own shop stocked up to meet demand, so I cannot do it for others. Thank you though for the interest.

- Receipts are not sent with items/your order and no physically receipt are provided at all as they are emailed to you when you make the purchase. Physical receipts will not be provided upon request etc, they are emailed to you.

- I cannot and will not hold onto your items/orders between updates to avoid postage. This counts as a hold as well which I will not do. For items to be shipped together they must be purchased together. 

-Please be sure of what you want to purchase. If you place separate orders they will be treated as such and will not be shipped together/combined afterwards. If you want items shipped together please purchase them together. They cannot and will not be combined after purchase. 

- Gift wrapping is not available, and I do not write personalised notes, or birthday cards either, that is customers responsibility not mine, sorry!

- Please make sure your email is full and correct and your own/one you check regualrly when placing an order or sending an email. If it is put in incorrectly I cannot contact you and you will not get your tracking information and if we need to contact you we may not be able to. So please use a personal email.

- I do not do repair, fix or polish work, that is the responsibility of the customer.

- Whatever is on the shop is all that is available. If you don't see something listed/it is marked as sold it is unavailable. Products do not get 'restocked' as such as everything is one of a kind can cannot be reproduced. Sending me pictures off social media or names of specific pots etc doesn't change that, as everything is one of a kind, so therefore there are not multiples of them. So if you don't see it on here or labelled as sold out it is gone forever. So please do not contact me asking where something on instagram etc is because if it isn't here then it isn't available. This also includes the banner photo. 

- Fragile stickers are placed on all orders. 

- Adding your phone number to your order is optional. This does not mean you will get text message notifications at all, everything will still be sent via email. 

- All clay is fired in a kiln. All clay is stoneware unless stated otherwise in individual listings. 

- All ceramics and glaze is lead free. Not all glaze is food safe, but non food safe glaze is not used on work that is used for food or drinks. 

- All the clay used is vegan. The only clay body that isn't vegan is 'Bone China' which is a type of porcelain clay that contains Bone Ash. And I do not use it/access to it at all.

- All items that hold water/food/liquids are food safe.

- Cups with faces are no longer available, as I no longer make them. But pots with faces are, and cups in general are, just not with faces.

- Info and care instructions in regards to metal/silver work can be found on the jewellery page. 

- I cannot and will not change my shop policies, or make expectations with them because you didn't read them or do not personally like them. They are in place to help my business run as smoothly as possible and so that everyone who orders gets treated the same. Please be respectful, this maybe a small one woman business but it still is a business and needs policies and rules to run correctly. 

SHOP POLICIES

REFUNDS/INSURANCE

-Refunds can done, before shipping/shipment, but will incur a standard $15 cancellation fee regardless of your reason for wanting the refund etc. The whole order must be refunded, even if you only want to cancel one item if you have purchased multiple. This must and can only be done within 48 hours of purchasing (excludes sale items- you cannot get a refund on sale items). Nothing can be refunded after 48 hours. Once your shipping label is created which happens 2-4 days after purchasing (depending on if the purchase was made during an update or not) it cannot be refunded, because it is paid for when created. It unfortunately is not my problem if you have surprise bills come in etc. your financial situation is your issue not mine, so please be sure of your purchase before purchasing. 

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- Insurance must be asked and paid for by you the customer, as I cannot personally pay it for you. It is your responsibility as the customer to purchase it, because items cannot be replace at all and refunds cannot be given on uninsured items.  If you do not purchase insurance you are fully agreeing that if it does arrive broke or does get lost in transit you accept that and cannot get a refund or replacement of any kind. Insurance is not expensive, and is different for every piece and location, so just leave a note as you check out asking about insurance quotes. Thank you.

- Refunds can't be given if you purchased as a gift and the person didn't like it or wants to change it and/or it didn't arrive in time/you don't like the shipping timeframes. We cannot change policices or make exceptions because you don't like them, they are in place for a reason. 

- If you order is returned to me for whatever reason and you do not want it any longer, the refund will incur a $15 cancellation fee regardless of the order total. Shipping costs cannot be refunded at all once returned. If in the very unlikely event your order is returned to me and it has been damaged you cannot get a refund. Unless you purchased insurance. So please be sure to keep track of your order, and pick it up from the post office if you are not home to sign for it, thank you.

- No refunds on sale items at all, please be sure before purchasing. All sales are final.

- If your order is returned for whatever reason and you want a refund and is a sale item or includes a sale item we cannot refund the sale item.

- Refunds can't be given if there is a valid discount code and you forgot/didn't applied it at the checkout. The difference will not be refunded.

- I ship via auspost, for compensation via them to be done you must purchase insurance. They do not give refunds for loss or damage if you do not purchase insurance. Because I use them (and the same would be the case for any other shipping company) this is a policy I must pass on and use for my website. Just like I personally cannot pay for customers shipping, especially as a small business, I cannot pay for your insurance either. So, by making a purchase on my website and not buying insurance, you are agreeing to those terms. That if it arrives broken or damage or is lost there is nothing I can do, and that you accept that.  Insurance is the responsibility of the customer to ask and then pay for. Refunds cannot be given unless insurance is purchased. And due to the handmade, one of a kind nature of the work I sell, I cannot provide a replacement either. It is HIGHLY recommended to get insurance but it isn’t something I can pay for, for other or force onto them. Insurance is exteremely cheap though, and a small cost for peace of mind, but again not something I can pay for, for others.

- Please be sure of your payment method. Refunds cannot be given if you choose the wrong payment method at the checkout.

- Change of mind is not cause for a refund and I can say no if you repeatedly get refunds. Please be sure of your order. Repeated requests for refunds can be rejected. I am not responsible and do not have to cater to your indecision, so please be sure of your purchase. My website is also set up in a way that you cannot accidentally make a purchase so please be sure that you want the items in your cart. 

 - Refunds AFTER shipment are only done if your purchase has been damaged/lost AND you purchased insurance on that item. You cannot get a refund after shipment unless those two things have occurred. This is due to the nature of each piece being handmade and one of a kind so they cannot be replaced or exchanged. Also once an item is shipped it is no longer in my possession and is out of my control. I am not responsible for the way it gets handled once it has been shipped.

- Once your order is shipped I am no longer responsible for it. If you item is broken/lost/damaged/delivered to the wrong address during shipment there is unfortunately nothing I can do unless you purchased insurance. Insurance is the responsibility of the customer to ask for. Requests can be left in the customer notes as you checkout, and can only be paid for after you place your order. 

- If your order never arrived and you didn't purchase insurance a refund cannot be given. To be able to get a refund on a lost item you must have purchased insurance. We do not refund lost parcels without insurance. 

- If your item does break during shipment and you haven't purchased insurance do not hesitate to ask for help to fix it. Please be kind, I know it is disappointing, but rudness of any kind will not be tolerated. I am more than happy to help and recommend the best way to repair it, but items cannot be replaced/exchanged/remade and I will not personally repair things for you, sorry.

- You cannot get a full refund if you didn't purchase insurance. Insurance is the responsibility of the customer to ask and to pay for. I do not pay for your insurance, or provide full refunds if you didn't purchase insurance. 

- If you have had issues in the past with your postal service and items getting damaged it is highly recommended that you purchase insurance. Insurance prices are different on every item and for every location. So if you would like it please leave in the customer notes at the checkout you would like to purchase it and I will get back to you ASAP with a price.

- Insurance is the responsibility of the customer to ask and pay for themselves. It has to be paid for after purchase, as it is different for every piece and location. I do not pay for customers insurance. 

- Returned items cannot be refunded after 6 months since purchase date. If you do not contact for a resoultion within that time frame you give up the item. 

- I am not liable for any damage, loss of an item, if they are stolen by someone or delivered to the wrong address by the postal service in Australia or abroad. This is a risk that must be assessed when purchasing both locally and overseas. They cannot and will not be replaced/refunded under any circumstances due the nature of the pieces (handmade/one of a kind/ceramic). Insurance can be purchased but at an extra cost and will only be provided when asked for.

-Insurance covers damage during shipping, not if you break the item yourself. 

-NO EXCHANGES! Can or will be done under any circumstances as all items are unique and one of a kind, and therefore cannot be replaced.

- Insurance covers everything that could happen between when it leaves my hand and arrives into yours and it highly recommended due to the nature of the work.
But like other insurance claims it has to be assessed and sometimes full compensation is not given based on that assessment. Insurance is not always a gurantee of a full refund. Nothing is sent out damaged or faulty and if it arrives damaged it has happened in shipping. I cannot replace items if they arrive broken or damaged and you have not purchased insurance. Insurance is the responsibility of the customer. 

-Insurance assessmets by auspost can take 1-3 months sometimes longer, so please be patient. Compensation is not always awarded though, as everything needs to be assessed by them and if you cannot do it in a timely manner. They can also decide it hasn't happened by them they can refuse full compensation or partial. It is like any normal insurance assesment. A lot of the time you also have to surrender the items and not get them back. This is a risk you take and completely out of my control if they decided to give a parital refund or not at all. By purchasing insurance you are agreeing to this. Insurance is not always avaliable for every item, when this is the case it is stated in the item listing. 

- Please also keep in mind, if you purchase insurance and something is damaged you must go to the post office regardless of where you are located in the world for it to be assessed. Please keep all packaging as they require this. Please also note when making the insurance claim you do have to hand over the damaged item and you do not get to keep it. To get the full or partial compensation from your insurance claim you must hand over the piece(s). 

SHIPPING/SHIPPING TIMES/TRACKING

- The pandemic is not over and does make shipping slower than usual. International customers please note your orders can be held in Australian customs for 4-6 weeks before being released and the same amount of time when entering your country. I know this is annoying but has become the new normal because of the pandemic. 

- Please allow 1-4 weeks for items to be shipped off as I am one person, and do have a life outside of my business. It does take a lot longer to ship during an update due to the high volume of orders, so please be patient. Please do not email asking when you order will ship before the 4 week period, thank you. 

-Orders within Australia usually take 2-14 days to arrive, once shipped, but I have also had orders take up to 29 days to arrive. (Please also take note of the statement above) Check auspost.com.au for more details and specifics in regards to your location. And also keep in mind that public holidays do effect arrival times greatly. I do not control the postal service.

-Please allow 2-18 weeks for international orders to arrive once shipped. Every country has different arrival times. Express shipping is available but at an extra cost to you and varies in price depending on your location. If you would like to purchase it, leave it in the customer notes at the checkout.

-Please note public holidays do effect shipping times greatly.

- All orders do come with tracking and signature on delivery. The tracking number gets sent to the email you made the purchase with.

- As a customer it is your responsibility to keep track of your tracking. Please check it regularly. Collection slips are not always left by postal workers and is something that is out of my control. If you don't check your tracking and it gets sent back to me, you will have to pay for postage again.

- Tracking is sent to the email you made the purchase. There are 2 emails that are sent. One from bigcartel, and the other from Auspost. Tracking is never not sent. Please check junk mail as they do tend to go there first rather than you inbox. It is not my responsibility to check your emails for you or keep track of your order for you. So please check your emails regularly, because they are always sent.

- Bigcartel emails with tracking are usually sent 2-7 days after purchase. This is when the shipping label is created, but does not always mean that it has been physically shipped yet. Please be patient. Auspost emails are sent once it is shipped but they can take up to 72 hours to be sent from the time they are sent. Please keep this in mind. Tracking is never not sent. It is always sent to the email provided with your purchase. If you put in the incorrect email address you will likely not get any emails, please make sure your email is full and correct.

- International customers, your tracking number is also trackable through your countries main postal system (e.g. USA = USPS, Canada= CanadaPost etc.) , and also who you should contact if you have questions about your orders delivery etc. Unfortunately I cannot do anything from Australia, sorry. 

- Please also allow 4 weeks before contacting me about tracking as it can take 1-4 weeks to be shipped. Tracking numbers are always sent to the email you provided with your order. 

- Please make sure you put your email address in correctly when purchasing. If you do not you will not receive any email notifications for your order. 

-Please check your email and your tracking number before contacting me about your order. Once an item is physically sent it is out of my control and there is not much I can do to help, which is why tracking is sent to you.

- It is customers responsibility to check emails and tracking regularly, I send hundreds of orders every month and cannot personally keep track of them. Tracking is always sent via bigcartel, and Auspost to the email you made the purchase with. Once sent it is your responsibility to keep track of the tracking.Please check emails and tracking regularly. I am not responsible if you do not and the emails are deleted by your junk mail. If this does happen and your emails are deleted because you didn't check please just email me and I can send you the tracking number, but emails are never not sent. Thank you.

- I am also not responsible if you fail to check your emails/tracking or a postal workers failure to leave a collection slip. Postal workers do not always leave collection slips, which is why it is very important to keep track of your item once sent. If you do not check tracking/do not pick up your parcel from the post office and it gets sent back you will have to pay for postage again for it to be resent.

-Express shipping is available but is an extra cost to you, prices and times vary greater due to location and weight of order, and may not be available in all locations. If you would like to purchase express shipping please leave a note in the customer notes and payment can be organised for the difference. Please also note it still does take me 1-4 weeks to post off your order. 

- I do not have control over whether or not your order gets stuck in customs/sort facilities both within Australia and internationally. So shipping times stated may be longer. 

- It is highly recommended that you send your order to your own personal address or P.O box rather than a friends/family or business address, because once again I have no control over what happens to your order and relying on someone else to receive it may cause delay and confusion, and it is just safer to have items being sent directly to yourself, the buyer than sending it elsewhere.

- Import duties, taxes, and charges are not included in the item price or shipping cost. These charges that may incur are the buyer's responsibility. UK and EU customers, I do not pay VAT for you unfortunately as I am a small business and do not have the capacity to do that, so you will have to pay a customs fee still. So please check with your country's customs office to determine what additional costs maybe (if any) prior to purchasing, as I am not responsible for these charges and cannot and will not pay them for you. I also cannot/will not mark items as a gift to avoid these taxes, so please do not ask me to. I also cannot put a lower value than the purchase price as it is illegal.  I must create shipping labels accurately. Thank you.

- Please note- once items are shipped they are no longer in my control/my responsibility as they are no longer in my possession and therefore I have no authority over what happens to them, and I am not responsible for the delivery of them and how long that delivery may take and if they get stuck in customs/sort facilities.

-If buying items as a birthday present/gift please purchase 5-6 weeks before the date you want/need it if you in Australia, and 5-8 weeks for all international orders. Shipping times can vary greatly so it is better to order in advance as I cannot control whether items get stuck in customs/sort facilities. Please order christmas gifts well in advance there are not christmas gurantees.
If you are ordering something as a gift and need it by a certain date please write that in the customer notes and I can do the best (that doesn't always mean it is doable), if you are ordering with less than 4 weeks of the date please do not get mad that it cannot be done. But if it is with I can to get them shipped as quickly as possible/can discuss express shipping options with you (for an extra charge) but not telling me until days/weeks after items are purchased and/or shipped doesn't help and unfortunately there is nothing I can do. Express shipping is for the shipping not for it being packed and shipped out. 

- All orders, both local and international require a signature to be received, and will not be sent another other way. This is for both the safety and peace of mind for you the customer as well as myself.

-Failure to pick parcels up is not my fault. Checking your emails and the tracking is the responsibility of the customer. It is essential to check you emails and track your order as sometimes notes are not left to say items need to be picked up at the post office. If your parcel is sent back due to this failure, I can send it back (if it is returned) but you will have to pay for postage again as it is not my responsibility, and I can't get refunds on postage for failure to pick up. If your order is returned and you no longer want it a $15 cancellation fee applies as well.

- Any issue with delivery and delivery times is out of my control and if you have issues with something you will have to take up with your local postal service as I have no control over what happens to items once they have been shipped off.

- I do not use a courier service so leaving delivery instructions in the customer comments/instructions section at the checkout is of no used to me and cannot be passed on.

-If your order is returned/sent back to me for any reason (address provided was incorrect, failure to receive order/sign for it order etc.) you will have to pay for postage again to receive it. Shipping/postage is the buyers responsibility, I cannot and will not cover the costs of postage if items need to be sent again. As stated I am not liable or responsible for what happens to your order once sent. That includes returns, and for that I am sorry, but I  don't control the postal service. 

- If your purchase is returned intact and you don't want to pay postage again and want a refund, that is fine, but only the purchase price will be refunded with $10 cancellation fee taken out (as stated above). You will not be refunded the shipping cost at all, and refunds cannot be done on sale items.

-If you provide the wrong address and it isn't sent back to me it is most likely because it was delivered to that address provided, there is also nothing I can do about it as it is not my fault or my responsibility and buyer error is not cause for a refund. Please review your address fully before submitting your order.

- Please make sure the address you provide is correct. With full name, House/apt./unit Number, street name, suburb/town, state, postcode/zip code, and country. If your items are sent back to me you will have to pay for postage again. I am not responsible if you provide the wrong address. If I pick up that you have provided an invalid address (eg. haven't provided a suburb etc.) and you do not reply within a week your item will be refunded and will no longer be yours. So please make sure that your address is full and correct.

- All shipping/insurance costs are the responsibility of the customer. I cannot and do not pay for them, it is not automatic. 

CONTACTING/CUSTOMER NOTES

- The best way to contact me with questions is through the website via the contact page, but please read through the FAQ fully before contacting.

-In regards to your order, please contact me via your email receipt so all info is there and makes it easier for the both of us.

- If you want insurance please leave a note in the customer notes. I do not use courier service or personally deliver orders to you so delivery instructions are of no use, so please do leave them in the customer notes. Thank you.

OTHER

- ALL multi-listings (protector necklaces and ceramic coins) are restocked regularly and you cannot pick out specifics ones. I do not and will not send photos of them. Please keep this in mind when purchasing from a multi-listed item. You get what you are given. Thank you.

- Discount codes etc. can only be applied at point of sale/the checkout.  If you forget to put the code in you cannot be refunded the difference/at all, code much be applied at checkout to receive the discount.