Shipping Policy

Order processing

  • Orders are processed within 3–5 business days of being placed.
  • Orders placed after [2pm], at the weekend, or on a public holiday begin processing the next business day.
  • During peak periods (holiday season, major sales), processing can take an extra [2–3] days.

You’ll receive a confirmation email as soon as your order is placed, and a second email with tracking when it leaves us.

Delivery times

Transit time is 7–14 business days from dispatch.

Delivery estimates do not include time held in customs.

Shipping rates

Rates are calculated at checkout before payment. If you’re ordering several pieces, we may combine them into one parcel where it’s safe to do so.

Tracking

Every parcel ships with tracking, sent to the email address on your order. Tracking can take [2–3] business days to show movement after dispatch — this is normal, and not a sign that your order is stuck.

If tracking hasn’t updated for [7] days, email us and we’ll chase the carrier for you.

Duties, taxes and customs

  • International orders may be subject to import duties, VAT, or customs handling fees charged by your local authority. These are not included in our prices and are the recipient’s responsibility.
  • We’re required to declare the true value of goods on customs forms. We can’t mark orders as gifts or understate value.

If you refuse a parcel to avoid duties, the cost of return shipping will be deducted from your refund.

Packaging

Porcelain breaks easily, so we over-pack on purpose. Your piece will arrive wrapped in recycled protective material, boxed, and cushioned for transit. The outer carton may look a little beaten up — the inner packaging is what protects the piece.

If anything arrives damaged, email us within [48] hours with photos of the item and the packaging. See our [Returns & Exchanges] page.

Delayed, lost, or misdelivered

  • Delayed — if your parcel passes the estimate by more than [5] business days, contact us and we’ll investigate with the carrier.
  • Lost — if tracking shows no movement for [14] days, we’ll treat it as lost and send a replacement or refund.
  • Marked delivered but missing — check with neighbours and your local depot first, then email us. We’ll open a carrier claim.

Incorrect addresses

Please double-check your address at checkout. We can amend an address before dispatch — email us as soon as possible. Once a parcel is in transit, changes usually aren’t possible.

If a parcel is returned to us as undeliverable, we’ll contact you to arrange reshipment. The original shipping cost is not refundable, and reshipping is charged at cost.