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FAQ / Terms


Shipping

Do you ship internationally?
International shipping is available via Australia Post standard international – please contact us prior to purchasing and we can provide you with costs and expected delivery timing. Please note all customs, duties or fees are the responsibility of the buyer.

Is shipping insured?
Shipping is not insured however all orders are trackable online and will require a signature on delivery. If you would like to request insurance please contact us prior to purchasing and we will provide you with a quote.

My order got lost in the post, what happens now?
Please ensure you enter your delivery address correctly, as any items lost in the post cannot be covered by Wán. Costs incurred to re-deliver items will be absorbed by you. We will not be responsible for any associated costs if you are not home to receive your order. You are welcome to add insurance on shipping for peace of mind – just send us an email prior to ordering and we will provide you with a quote. 

 

How much is shipping?
Shipping costs are determined by the weight of your item and is calculated during checkout within your order summary. Make sure you follow us on instagram to take advantage of any free shipping offers!

How long will shipping take?
All orders will be dispatched within 2 business days from placing your order. Items are shipped via Australia Post and we offer both regular or express parcel service. Depending on your location, regular shipping can take up to 6 business days whilst express shipping can take up to 2 or 3 business days (excluding public holidays).


Collaborations / Custom Orders / Made to Order

I have something special in mind, can we collaborate to bring it to life?
Absolutely! We would love to discuss your ideas and welcome custom orders. If you don't have a particular idea in mind, don't fret – we would still love to chat about creating a customised piece for you or someone special.

I really like one of your past/sold out creations, can I request one be made just like it?
Almost all of our pieces are one-off, limited edition creations, however, if you love a particular item we can do our very best to create something like it for you. Please keep in mind that as these pieces are hand crafted and were not intended to be re-created, we may be unable to replicate the clay body, colour, glaze, shape and size exactly.

 

How long does this usually take?
It can vary, depending on the complexity of the piece or pieces. Pottery is a slow process involving many steps and stages that cannot be rushed. Depending on our workflow, this process can usually take between 6 to 9 weeks so pease get in touch as soon as you can to avoid any disappointment!


Returns & Refunds

What if I'm unhappy with my product and want to return it?
We hope you will be delighted with your order when it arrives but we also understand that sometimes things aren't quite as you had imagined. If you are unhappy or find a fault with your product, please email us immediately within 7 days of receiving your item to let us know you intend to return an item/items.

We will issue a refund* provided the following;
• You do not use or damage the item/s or the original packaging. If you use the product or if the packaging is damaged unfortunately we cannot provide a refund.
• Goods must be returned in original packaging in safe sealable condition.
• Delivery costs are non-refundable. The original delivery charge and cost of returning unwanted goods is your responsibility.
• You must obtain 'proof of postage' from the post office when returning any items.
* We cannot offer refunds or exchanges on sale items.

 

What happens if my piece breaks during transit?
A great deal of care goes into wrapping and packing products for shipping. Once it is out of our hands and with Australia Post, we are no longer liable for what may happen and unfortunately cannot offer any refunds on damaged goods. If you would like to request insurance on your shipping for extra peace of mind, please contact us prior to ordering and we would be more than happy to accommodate.

Do you accept cancellations on orders?
Sorry, we don’t accept cancellations once an order has been placed.

How come these two items don't look exactly alike?
Each and every item is crafted by hand. They are all unique, one-off pieces that bear the mark of its maker. No two pieces are identical and there may be irregularities with the size, colour, glaze, clay body, texture and weight. These variations give each piece personality and value which we celebrate as part of their beauty.


Caring For Your Ceramics

How do I care for my ceramic piece?
The ceramics are food and dishwasher safe, however, gentle, non-abrasive hand washing is strongly recommended to prolong their life and appearance. And while each piece was forged under high temperature, microwave and oven use is not recommended. Refrain from stacking heavier items on top. 

 

Is it safe to eat and drink from these ceramic wares?
Yes, all of our tableware and dinnerware is food safe.