FAQ 

Where can I purchase from?

You can purchase a select range directly via my online shop and collect your order from my studio or you can find a select range at my local Brisbane retail stockists:

Bristle - Paddington, Brisbane

Browns General Store - Online, Brisbane

The Plant Bunker - The Gap, Brisbane

The Curators Club - Online, Australia

Do you wholesale?

Yes, I can supply wholesale for a small selected range. Please note I do not work on consignment, all wholesale orders have a $200 minimum wholesale value to qualify (ex delivery, gst) and must be paid in full prior to shipping (if made to order, must be paid in full prior to production commencing). 

 

If you are an interior designer, editor, styling or props consultant please contact me directly for more info. Wholesale Inquiry Form.

Do you make custom orders?

As all my work is produced by hand in small batches, I can create custom orders with minor changes to the design eg. colour change, size change depending on the piece and my current schedule. A clear brief, agreement on samples/project design and full payment is required prior to production. For more info please email me.

What is the returns policy?

All orders are considered final unless there is a defect or damage apparent. (Please refer to Damaged/Lost in Transit items below)

 

Please consider that each piece is handmade and therefore will incur both natural and intentional variations. Descriptions, materials, approximate measurements and design details are provided to the best of my ability and computer formatting, however each piece holds its own handmade character. 

 

If you have any queries, please contact me prior to ordering as I can not provide refunds for change of mind. 

What if my order gets damaged, lost in transit or returned to me? 

Please inspect your order upon receiving, however in the rare event that your order was damaged in transit, please notify me by email within 48 hrs of receiving your order with a photograph and proof of purchase attached. I will do my best to ensure you receive a replacement or refund as soon as possible. Please note refunds can take a few business days to appear back into your account. You will be emailed a confirmation of this transaction.

 

Please note that I can not be liable for any lost, stolen or returned packages once the item has been transferred to the shipping carrier and can not be responsible for any additional shipping charges that may incur if the package is returned due to customer absence, error in shipping address or package refusal.

If you would like insurance cover on your goods, please advise at time of ordering.

How quickly will my order arrive? 

Please allow 3 business days to prepare your order for either pick up or shipping. Orders are sent via Sendle courier service for major cities and occasionally Australia Post for remote regional locations. Most domestic orders within Australia arrive within 7 business days from date it is sent, however some remote or longer distance areas may take a few extra days (eg. Perth up to 10 business days). All orders are sent with email tracking, so you can see when it will arrive. If your order is delayed please contact me and I will follow this up for you immediately.

 

All deliveries are made with "Authority to Leave" and no additional insurance cover, unless you have advised otherwise at time of placing your order.

Do you ship internationally? I am sorry I cannot ship internationally at this time. If you are interested in a special order, please contact me to discuss. Please note my product insurance will not allow me to ship to the USA or Canada.

Other delivery info:

Please note: Orders cannot be shipped to PO Boxes and must be sent to a street address. It is the responsibility of the customer to pay for any international countries import taxes, duty's or fees. All authority to leave parcels are the responsibility of the purchaser. Any special notes you would like to tell the driver can be added. Just mention them in the notes section of the checkout & I will ensure it is included in your order eg. please leave in carport under cover and not at front door.

How can I stay up to date when new products are available?

Please follow me on Instagram or Facebook

How do I care for my handmade ceramics? Product Care Guide

How do you consider our environment in your process? "Small but kind ways that I respect our plant".

Covid: due to covid-19 there have been significant delivery delays. Your order may take allot longer to arrive than anticipated as some processing facilities are shut down. Please allow extra time for this. It will be non-contact pick up for all orders collected from my studio. Your order will be placed outside in my undercover carport area and you will be notified when it is ready.

Copyright © 2020 Melanie Hardy

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