FAQ - Frequently Asked Questions

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.

Delivery to New Zealand addresses is 2 – 3 business days from the fulfilment date of your order. You’ll receive a tracking notification as soon as the courier picks up your parcel and can track it’s progress from your account or the tracking email links.

I do my absolute best to ship orders within 24 hours of the order being received Monday through Friday.

If your order is lost or damaged in transit please reach out via email and if applicable include a photo of the damage to the product. With the fragile nature of the ceramics this can occasionally happen and I will happily work to resolve any issues with you.

I do not accept change of mind returns through the online store due to the significant fulfilment costs and time taken in crafting each piece. Thanks for understanding.

The majority of my orders come from International destinations. I ship all parcels using the DHL Express Priority Service. Shipping times are usually 2 - 6 days. They are generally exceptionally fast and it's not uncommon for international customers to receive orders before domestic customers. 

IMPORT TAXES AND DUTIES - AMERICA

Large orders over $1000 occasionally incur duties fees. If you are planning on installing a large set of ceramic domes one option is to build the set over the course of a few weeks to avoid these fees. 

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.