BEFORE ORDERING please make sure you have read ALL the important information at the bottom of this page. It outlines our terms & conditions, gives details about our weekly shipping schedule, & explains what you can (& can’t) expect from us regarding things like email response times & follow up on global delays with deliveries during this time.
PLEASE DO NOT ORDER FROM THIS SHOP IF ANY OF THESE TERMS & CONDITIONS ARE NOT OK WITH YOU! By ordering you acknowledge that you have read & agree to the information provided here. Thank you in advance, & welcome to our shop…
(If you are looking for the Liquid Quartz shop, please choose the Liquid Quartz shop from the main menu.)
terms & conditions
Please be aware that we are a small but dedicated team of creatives, who do everything from the making & firing to the admin & foraging & even the packing & shipping, so please respect that we are humans not machines, & we do our best to answer all your questions & ship your orders as soon as possible. Because we do it all ourselves, we can only dedicate one day a week to admin & emails, so please be patient while we get to your request on those days. Due to our limited time in the office, we will also not be able to reply to any emails asking questions already answered here, please understand that we are simply too busy making your pieces to repeat ourselves every day for people who don’t read the info we have carefully & lovingly provided here, so thanks for respecting our time & reading the notes, it is appreciated.
If you’ve been sent a link to this page instead of a personalised answer to your email, this is why…we still love you, but please read the notes now, your question is answered here.
When open, we generally pack & ship once a week, so if you miss the mail out day for one week, your order will go out the following week, as we are also the makers, not just a stockist & need time to make! If however you have an urgent deadline, please say so in the order comments & we’ll let you know if we are able to achieve it with our current workload. At busy times we do try to ship more often, time permitting.
Express post refers to the time Australia Post will take to deliver your packages once collected from us, not the amount of time we will take to prepare the goods for shipping. See above.
GST will be added at the checkout for any Australian customers.
Any import duties, fees, &/or taxes payable in your country are the responsibility of the buyer. Unfortunately we cannot advise if any such dues are applicable for every country we ship to, & do not know if they will be charged at all by customs in your country even if applicable, as the rules seem to vary week to week & depend on things like; overall price, type of goods, & which way the wind is blowing on the day your parcel arrives…
Please note that the shop will say your shipping is free until you put in your address (so it can calculate the actual postage cost based on weight & your location around the world). This default is necessary because we allow pick ups for locals, so until you let the cart know you want it shipped to another destination, it will assume you are collecting your order.
Please note in the descriptions of each item that some pieces are made available for pre sale (so actually NOT available until they are made, the shop will list them as “in stock” to allow people to pre order them, as we get many requests to make this service available). These items will of course not ship until we have finished making them. All items ordered together will ship together, if you’d like your other items shipped before the pre order items are ready please order them seperately so shipping can be calculated accordingly.
Bank details for the electronic funds transfer payment option will be in your confirmation email. Please check your spam folder before emailing us requesting we send the details again. You are welcome to send us a screenshot of your payment to speed up our admin process & get your goods shipped sooner. Please use your order number as the reference to speed up the process.
You will receive a link to the place where you can monitor tracking details with your order confirmation (you can also click the “track orders” icon at the bottom of the shop above). Tracking details will be updated once the item is scanned & collected for shipping, you can usually track the progress after that time, but at the moment the postal service is having delays in updating this due to their volumes. Please check your spam folder before emailing us asking for tracking info, it is sent automatically every time we ship. At present the tracking number you recieve contains more digits than you need. The extras give AusPost our sender details & more important information that may be helpful if lost during these strange times, but if you enquire at your post office or online with AusPost & show this extended number, they can extract the section of the longer code that you need to track your particular parcel with an app or online).
CURRENTLY THERE ARE SHIPPING DELAYS TO EVERY CONTINENT. Please be patient while shipping companies work through the backlog created by the grounding of passenger planes & increased quarantine & hygiene practices due to COVID.
General complaints about COVID delays cannot be actioned by us, please understand that the shipping impacts of this global pandemic are out of our control & we are unable to chase up everyone’s orders for them individually at this time. Please contact the shipping agent directly for enquiries about delayed packages. If the item is confirmed lost you can send us the correspondence from the postal department confirming this for us to action.
Please do not send us angry or rude emails about pandemic postage delays, we won’t answer them. Patience & respect are required during this time, so if you have neither, we highly reccomend you simply don’t order from us, as we won’t tolerate abuse of any kind. We will of course replace any items confirmed lost or damaged in transit, but cannot refund you for delayed items that are simply still in transit because of shipping delays that are out of our hands. If this is not OK with you, do not order from us!
The LQ Shop is now located on the Liquid Quartz page. Please read the FAQ at the bottom of the Liquid Quartz page & download the General Information PDF document found there for full application instructions, uses & limitations before emailing us your questions, you’ll find many of the answers are already explained there, as well as many you haven’t thought of yet!
LQ ships from a different warehouse to our other products, so shipping costs cannot be combined if ordering LQ with other items. LQ will go to a seperate shopping cart from your purchases in this shop.
We are currently working on overseas supply solutions, but our efforts have been slowed dramatically by current global distribution & travel issues, but we will continue to ship globally in the meantime. Please check the link in the shop to see if there are issues delivering to your country at this time. The MSDS & HS Customs codes are also listed there.
kintsugi repair kits
Shipping of kits alone is now FREE WITHIN AUSTRALIA. Nothe that all international buyers will need to choose the international shipping option from the dropdown menu. Any international orders that do not have this option chosen will simply be refunded.
We offer discounts & specials to our VIP list subscribers periodically. To receive these voucher codes to use in the shop, please subscribe to the mailing list to get them emailed to you when on offer. (You’ll also be the first to hear about our latest news & upcoming events.)
Thank you for choosing handmade & for reading all the way to the end of these notes as requested (clearly you are as clever as you are kind & considerate!).
I’d like to personally thank you for your time, & for the respect you have shown for our time by reading these important details before ordering. I appreciate it so much that if you let us know you followed these instructions by writing “nice notes” in the ORDER COMMENTS section during checkout, we’ll send you a little something extra in your parcel as a thank you for being so awesome. (We can only do this when you buy any of our Made OF Australia CERAMICS, not Liduid Quartz, as it is shipped from a different warehouse, sorry). We think kindness & patience deserves to be rewarded, especially in these tough times, so thank you again!
We look forward to sending you some very special things as soon as humanly possible with our current workload…good things take time!