Support

FAQ

Frequently asked questions

What are your COVID19 precautions?


Extra hygienic measures are taken to sanitize products and packaging before shipping. Zero contact pickup/ delivery will be adhered to during this time.




How do I take care of my ceramics?


All ceramics are glazed, water tight and stoneware fired to highest durability. This means that all pieces are food safe, dishwasher and microwave safe unless sated. This is however not recommended for pieces which are of a delicate nature (pieces that have thin, uneven handles or protrusions. If in doubt it is recommended that you wash in warm water with mild soap or clean with damp microfibre cloth gently.




What is your shipping policy?


STANDARD COURIER WITHIN AUS I use Sendle to ensure all packages are delivered safely due to the delicate nature of my work. Please note this is not an express courier option. You can see postage times estimates below. If possible, please provide a street address for delivery by courier during business hours. If you are not at home at time of initial delivery you can specify a re-delivery or give authority to leave. You will be sent a tracking number as soon as courier is booked. DELIVERY TIMES​ Within Australia (QLD, NSW, VIC) 1-5 business days other areas may take up to 9 days. EXPRESS SHIPPING​ Express shipping can be offered for smaller items only - please contact me prior to purchasing to arrange this. INTERNATIONAL SHIPPING Please contact me to arrange prior to purchasing.




What is your returns & exchange policy?


DAMAGED ITEMS
​Items will be packed carefully and optimally to ensure your purchase arrive safely. However on the occasion, upon opening package there is damage please retain all packaging, document the damage possible with photos, and contact us immediately.
RETURNS & REFUNDS I hope you love your item so please decide carefully prior to purchasing. I don't offer refunds for a change of mind especially with commision work. If there have issues with your item eg. damaged from transport please contact me immediately.




Do you offer gift wrapping?


I only used recycled packaging and boxes to decrease my impact on the environment. If requested, I can offer giftwrapping at an additonal price. Please enquire beforehand or leave a note with your order.




Why do commission pieces take so long?


The general making process of a single object can take up to three weeks and takes multiple times of revisiting and working on. Firstly, the clay is processed and wedged/recycled until it is ready for use. The clay is then thrown on a wheel or hand built, for large peices this can take multiple sessions over several days. Then the object is dried very slowly (for a few days) until it can hold its shape. It is then trimmed and neatened to it final form. This is also where handles or other decorations are added. The piece is then dried in a controlled environment (sometimes for up to a week) to prevent any cracking and warping before the first firing takes place. After that the pottery is glazed and decorated then it goes for its second firing to vitrify the peice. I fire my pieces offsite therefore this process follows a communal style schedule. Sometimes this means delays due to taking longer to fill a large kiln (we only fire full kilns to minimise impact on the environement), technical difficulties or holidays. I will always update you on the progress or your special piece and of any delays along the way.





© Kaomoji Ceramics 2019