FAQ - Frequently Asked Questions

Domes are approximately 9 cm across and project 5 cm from the wall. Checkers are approximately 8.5 × 8.5 cm and project 2 cm. At the standard 12 cm nail spacing, a 3 × 3 dome arrangement spans approximately 33 × 33 cm. You can adjust the spacing to suit your wall.

Dome and checker sets include a printed layout guide, picture-hanging nails and instructions. Check that your wall is suitable for picture nails before installing. Daisy chains include a screw-backed wooden peg.

Yes. Open the Wall Designer, upload a room photo and try different pieces and arrangements. Add a known wall measurement to check the scale. Prices update as you build.

Close, but never identical. Our glazes are highly reactive: they run, drip and grow crystals in the kiln, so colour, crystals and finish vary from piece to piece and from the photos. Glaze often runs over the rim, so we grind every base flat, and you may see glaze marks on the back. It's all part of the look, and it's why no two pieces are the same.

IMPORT TAXES AND DUTIES

From October 2024 I have begun covering any import fees that customers might incur when placing orders. Please do not worry about any import taxes or duties fees – they now get billed directly to me by DHL, I do not pass on this cost. You're welcome. If you mistakenly get sent a bill for import fees, email it to me and I'll cover it directly or refund the difference from your order.

In-stock orders usually dispatch within 1–3 New Zealand business days. Tracked delivery within New Zealand usually takes a further 1–3 business days, plus a day or two for rural addresses. Custom and made-to-order timelines are agreed separately. See our shipping and delivery information for delivery charges and full details.

If your order arrives damaged, missing or incorrect, email hello@sammayell.com with your order number and photos of the affected pieces and packaging. Please contact us within seven days of delivery and keep the packaging while we resolve it. We’ll replace affected pieces at no extra charge. We don’t offer change-of-mind returns for colour preference or natural glaze variation. See our returns policy for full details. Your statutory consumer rights are unaffected.

If your order arrives damaged, missing or incorrect, email hello@sammayell.com with your order number and photos of the affected pieces and packaging. Please contact us within seven days of delivery and keep the packaging while we resolve it. We’ll replace affected pieces at no extra charge. We don’t offer change-of-mind returns for colour preference or natural glaze variation. See our returns policy for full details. Your statutory consumer rights are unaffected.

International parcels travel tracked with DHL Express, or NZ Post to Australia. In-stock orders usually dispatch within 1–3 New Zealand business days. Delivery usually takes a further 2–6 working days to Australia and the US, and 3–8 working days to other international destinations. Import duties and tariffs are covered. Custom and made-to-order timelines are agreed separately. See our shipping and delivery information for full details.

100% recycled courier & shipping labels, kraft paper based packaging mesh, kraft brown boxes.

If you would like to discuss wholesale please get in touch. I can send out a look book with current rates and availability.

I also unfortunately currently do not do custom orders. They just take up a little too much time, sorry.