~ Please read through the following information before placing an order ~
Please read item descriptions prior to purchase.
~ MAILING LIST ~
To receive updates for my restocks, one-off item drops, events and exhibitions, please sign up to my mailing list. I make announcements via this list prior to promoting on social media, so you will be the first to know.
Past and existing customers are NOT automatically added to my mailing list. If you'd like to stay in the loop you will need to opt-in for marketing by selecting the sign-up box at checkout OR by subscribing here: MAILING LIST
Please check your Promotions and Junk/Spam tabs for all emails from my store as they sometimes end up there. Please mark as 'SAFE/NOT SPAM' if you'd like to receive updates from me in future.
~ STORE SIGNUP ~
BigCartel does not offer store sign up, sorry! I am frequently asked about this and am told that BigCartel are working on integrating this feature. My store saves customer details when an order is placed which makes future purchases quick and easy.
Invoicing:
I do not include physical invoices with online orders as my store provides these details via email which can be printed if required. I consider the addition of physical invoices unnecessary as this takes up time and resources and are usually discarded. If you require a printed copy for your records/tax purposes, please request this from me when you place the order.
FREQUENTLY ASKED QUESTIONS has moved to: FAQ
~ GENERAL UPDATE INFORMATION ~
My ONE-OFF ITEM RESTOCKS are infrequent - You can learn more about the work offered in these updates here: ABOUT THE WORK
If you've missed out on an item in the current restock and are hoping to purchase something in a similar finish, you are welcome to get in touch. The listings stay visible in the store until all orders have been delivered.
Please provide me with screenshots or links for the item/s and I can check if I have something similar available. I have a wait list for some glaze finishes - bear in mind that wait times can be lengthy and I cannot completely replicate many of my designs - variation is inevitable.
My BATCH ITEMS in Floating Blue, Sanguine Red, Rutile Mist, Tidal and White Crackle are updated in the store when they are available. You can also pre-order these items - please email me for a quote.
International orders:
If you have placed an order and have NOT BEEN CHARGED SHIPPING it means your country is not currently listed in my shipping presets. It does NOT mean you have free shipping on your order!
I will be in touch once your order is packed with the correct shipping quote. If you require express shipping, please email me immediately after placing the order. Orders will not be sent until shipping costs are covered. More information on shipping estimates listed below (Postage Costs).
LOCAL PICK-UP:
Local pick-up is available for residents/visitors in the Adelaide metro region. My studio is located in the Western suburbs - Please type LOCAL PICK UP in the message box OR email me after you have placed your order to arrange a time to visit - your shipping costs will be refunded. 
Correspondence:
If you need to discuss anything in relation to your order please contact me by replying to the autogenerated email received from the store. These sometimes get sent to junk/promotions tab. You are also welcome to email me directly, quoting the order number.
Once you have placed an order, I urge you to open the order confirmation email and check that all details entered are correct. Please contact me immediately if there are any errors which need to be amended.
Timeframe:
Orders placed on the day of release are packed and shipped within 1-2 weeks of purchase. Orders placed at all other times are usually packed and shipped within 1-2 days.
I appreciate your patience during the week after release. I generally don't respond to enquiries not relating to orders until the following week as I am focussed on getting the work packed. This is a one-woman show and I have only the school hours (max 5hrs per day) to get the orders prepared, packed and shipped.
Liaising with customers to prepare their orders usually takes a significant amount of time after each restock and mistakes are very easy to make under pressure - I do not respond to requests for 'updates'. You can help me get your order out quickly by checking that the details you've entered are correct.
Please be patient :)
Postage costs:
PLEASE NOTE: Australia Post have increased their prices as of July 3rd, 2023.
My store currently lists preset shipping for the following countries:
If your country is not included in the table above, you will not be charged until I have packed your order and supplied your quote - payment is made via a separate listing which I will email to you. Your order will NOT be processed/shipped until payment is received.
Shipping for multiple items is calculated based on weight and volume/cubing. Additional items added to an order accumulate the required costs to cover this. I refund excess shipping for overpaid orders - this usually only happens when separate orders are later combined. Please leave a note in the order form or email me right after placing the order if you require combined shipping, otherwise your orders will be packed and shipped separately.
It helps me immensely if only one order containing multiple pieces is placed as opposed to checking out individual items. Refunding customers for overpaid shipping incurs fees which are not passed on to the customer.
Refunds are made via payment method used (PayPal or credit card). You will recieve an email receipt of the reversal if paying by credit card, and a direct payment via PayPal. Please contact me if you have not received a reciept so I can follow up. Funds generally take 5-10 business days to settle once approved.
Although rare, in some instances I may request extra payment for shipping if the total exceeds what has been generated by the store - this happens when certain items are selected to be shipped together but the totals are not enough to cover the shipping. I usually wear extra costs if they are minimal.
Large bowls and vases are pre-packed with shipping quotes generated per item - this includes insurance and signature for delivery. These items can only be purchased individually, as noted in the description on each listing. If you purchase several large items to be shipped to the same address, I can assess whether combined shipping is possible - sometimes this works out cheaper but not always, as this depends on the dimensions/cubing of the combined boxes.
Shipping:
All packages shipped from my studio require SIGNATURE FOR DELIVERY unless shipping to a PO Box or parcel locker (within Australia ONLY).
If nobody is available to sign for your package, you will be provided further instruction via email from AusPost on where the package can be collected from (your local post office or postal facility). * PLEASE do not leave collection too long or your package will be sent back to me!! *
I do not ship to parcel lockers outside Australia.
P.O. Box and Business/Residential addresses accepted for shipping only.
I post worldwide via Australia Post using their standard delivery service. Once your item has shipped, you will receive an email notification that the order has been completed along with a tracking link (check your junk/promotions folders if you cannot find this email).
If you require express shipping, please contact me after placing the order so I can organise a quote and payment of this extra cost.
If you have issues with customs in your country and prefer the item to be marked as ‘Gift’ in the customs forms, please email me as soon as you have made your purchase. Please note that the value of the items must still be reported for insurance purposes. If you request that I reduce the total contents value on the form, you will only be able to claim this amount in the event of damage/loss, etc.
Insurance:
All orders with combined value under $100AUD are covered by insurance for loss or damage as per AusPost’s policy. If your order exceeds this amount it is up to you to contact me if you require further cover. Large orders of 4 or more pieces are usually insured as the shipping estimate usually covers this extra cost. For large orders requiring a larger box, I will make contact with you to discuss adding insurance and organise payment for any additional costs.
Claims:
If anything you purchase arrives damaged PLEASE CONTACT ME AS SOON AS POSSIBLE - there is a 4 week timeframe through which a claim needs to be made. I can assist with this but insurance claims are the customers responsibility. Packaging and damaged item/s must be fully documented once received as these are required for the claim: Australia Post - Compensation for lost or damaged items.
Refund policy:
Sales are final and I do not provide refunds/exchanges for change of mind. Refunds and exchanges are accepted on a case-by-case basis so if you are unhappy with your purchase upon receiving it, please get in touch immediately so we can resolve the issue.
Refunds cannot be issued for seconds as these are clearly marked as such in the item description and is reflected in their discounted price. These items are fully functional but have small faults as per the listing description.
~ Packaging ~ 
All orders of small pieces (1-4 items) are packaged in Geami WrapPak (interleaf hexwrap) and double-boxed with kraft paper cushioning. 
Large bowls are packaged in Geami WrapPak and bound with raffia or jute, double-boxed with a mix of kraft paper and locally made BioFill packing peanuts. This product is made from corn and potato starch so is fully biodegradable/compostable.
Large vases are packaged in much the same way but are wrapped in corrugated cardboard for support in place of a second box.
I am working toward 100% biodegradable packaging - cellotape and customs form windows are the only plastic materials used currently.
~ Product Photography ~
Most listings in the store include images taken with professional studio lighting and DSLR camera in order to best capture the 'true' appearance of my work. Most glazes appear more vivid when photographed in direct sunlight due to scattering of light - I try to include shots using a variety of lighting sources to portray these differences.
If you have any questions not covered by the above information, please check my FAQ. I update this page regularly and feedback is always welcome and appreciated.