SUPPORT

Frequently Asked Questions

Shipping

  • I always send packages within 3 days, so most pieces will arrive in 5-8 days within Australia. (Possibly longer for regional areas.) International parcels can take up to 3 weeks.

  • Yes I regularly ship worldwide, though all parcels are sent via Australia Post and require signature upon delivery. As I am the maker, insurance is not available from my end.

  • Once an item has been delivered to its address, you are then responsible for it. It's your responsibility to be at your address to receive your package, I am not liable for additional shipping costs if your parcel is returned and needs to be resent.

    All items can be tracked and traced, if your item has not appeared within a reasonable time frame (as listed above) please get in contact and I will trace it for you.

  • Please get in contact within 2 days of receiving your item. Refunds/replacements will be decided on an individual case by case basis. I require you to email me a photo of the damaged piece in its packaging. We will discuss your options of either organising a replacement to be sent out to you if it's in stock, or if I can't replace the piece, I will refund you the purchase price of the piece minus the shipping costs.

    International orders will receive a refund on the piece(s) damaged, where appropriate (minus the shipping costs) with no option of a replacement in this transaction.

  • I have a currency converter on the website to show prices as you will be paying in your own currency. Once the checkout process begins however, prices convert to Australian Dollars. This is a favourable exchange for most countries, though you will need to check the exchange on shipping prices yourself.

  • The shipping quote provided does not include any Import duties and taxes that may be charged on the receiving end by your country's customs department. These fees are the customers responsibility, not that of River Ceramics.

  • All efforts have been made to use eco friendly packaging at every stage. Your ceramics are always packed with recycled products, repurposed packaging and compostable tapes at every point. The only plastics used are repurposed items, so please continue to re-use if possible.

  • No ceramics are not returnable. Please choose carefully and purchase with the knowledge that handmade items have variations in colour, size and form.

Visiting your studio

  • At this stage I do not, though free pick up is available for items purchased through the website. If I am here when you collect I am happy to show you my little gallery.

  • The only stockist I currently use is Yallingup Galleries for larger sculptural items.

  • Currently I restock the online store 2-3 times per year, with most items selling within a couple of days. I am hoping to restock more regularly in 2024.

Wholesale

  • I do not currently offer wholesale, however you are welcome to get in touch to discuss your ideas, as there may be openings for select accounts in 2024.

Caring for handmade ceramics

  • All of my ceramics are free of toxins and food safe. Any unglazed areas which may come in contact with consumables are sealed with Liquid Quartz sealer.

  • Best practice is to hand wash with soapy water, however all items are dishwasher safe. Staining can occur on the very matte white glazes.

  • Its such a shame when a handle breaks on your favourite mug! You could try using a 2 part epoxy glue to mend, though please be sure it is an excellent fix with adhesive suitable to withstand water. I prefer to move broken items into new roles of pen holder, tea strainer holder or planter.

  • Ceramics can absolutely handle heat, though they are vulnerable to cracking with thermal shock (quick temperature changes). It is best to put your ceramics in the oven as it warms up rather than when fully heated.

Custom orders

  • If you have a set of 4 items or more (eg 4 plates, 4 cups) I am happy to create a custom order for you. Various times of the year will have longer wait times however, so please get in touch to find out more.