Shipping within Australia

My studio is located in regional Northern NSW. Care is taken to pack and send your ceramics so that they are delivered safely and as quickly as possible. I use recycled packaging wherever possible, which is of course better for the environment but not always pretty.

Please note that I use Australia Post to ship domestically, and that the rate is calculated at check out. Shipping is free for orders over $150 (after any discounts have been applied).

Once full payment has been received .for you order, items will be packaged and shipped to you within 2 business days. Please allow up to 4-8 days delivery depending on your location. Once your order has been collected and is on its way to you, I will send you an email which will include a link to enable you to track the progress of the delivery.

International shipping

For international shipping, please contact me and I will provide a shipping quote. Please be aware that international customers will be liable for any local charges (e.g., sales tax, customs duty) and Jenn Johnston Ceramics is not able to guarantee arrival times on international orders.

Delivery

Please ensure that the delivery address you provide is correct. Jenn Johnston Ceramics will take no responsibility for orders delivered to an incorrect address which has been provided. Shipping charges will apply for orders that have to be re-sent due to incorrect details being provided.

Damaged or lost items

If your item arrives to you damaged, please retain the item and contact me within 7 days of receiving the item.

If you don’t receive an item, please contact me, within 7 days of expected delivery.

Jenn Johnston Ceramics has a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it. You’ll also need the receipt or proof of purchase.

To start a return, you can contact me at hello@jennjohnstonceramics.com. If your return is accepted, I’ll send you a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note that the customer is responsible for the cost of return shipping, and a refund will only be issued item is returned undamaged. 

You can always contact me with any return questions at hello@jennjohnstonceramics.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that I can rectify the issue.

Exceptions / non-returnable items
Certain types of items cannot be returned, including custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, I cannot accept returns on a sale item or those purchased as "seconds".

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
I will notify you once I’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. Please remember it can take some time for your bank or credit card company to process and post the refund too.