Refund policy
With my products, all sizing is listed on the item page.
Make sure you are happy with the sizing and that you have read the product care instructions before placing an order.
Please have the brightness on your screen turned up to see the colours clearly, I take three views of my pieces so that it reflects the colours as accurately as possible
Refunds
We have a 7-day return policy, which means you have 7-days after receiving your item to request a return.
We only accept refunds on faulty items, not for change of mind.
To be eligible for a refund, your item must be in a re-sellable condition, unused, and in its original packaging. You’ll also need the receipt or proof of purchase. If the piece is damaged in transit on the way back to me you will not be eligible for the refund. I pack all my pieces carefully and thoroughly to ensure they make it to you, so please use the same care if you wish to send a return. Buyers are responsible for return shipping costs.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
To start the process, you can contact us at woodandclaystudio@gmail.com within 3 days of receiving the item.
Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at woodandclaystudio@gmail.com
Broken on delivery
As stated above I pack my ceramics with care and double box them to make sure they arrive to you in one piece.
If something happens to your delivery, for Wood and Clay Studio to issue you a refund by claiming the insurance for “broken on delivery items”
This is a time-sensitive process where you need to do the following;
Within 12 hours of the item being delivered, you have to take a photo of the damage that includes:
- the packaging,
- the parcel label (clearly showing the reference number), and
- the damaged item.
*These all need to be displayed in one photo for the claim to be processed.
Then I start the claim process with Sendle the third-party delivery company.
Please send this to me directly at 0434200159 and to woodandclaystudio@gmail.com
So I immediately get the information.
This is an incredibly rare occurrence due to the effort I spend packing each item. But this is the only protection we both have for the recuperation of damaged delivery items.
Exceptions / non-returnable items
Certain types of items cannot be returned, custom products (such as special orders or personalized items).
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
Wood and Clay Studio cannot process exchanges. Once a return is accepted and processed, you are free to make a separate purchase for your preferred item.
If more than 15 business days have passed since we approved your return, please contact us at woodandclaystudio@gmail.com