Returns Policy

Every piece is made by hand in our Queenstown studio and glazed in highly reactive glazes, so no two are ever the same. Here's what to expect, and how we look after you if something isn't right.

Part of every piece

• Reactive glazes move. They run, pool, drip and grow crystals in the kiln, so colour, crystals, speckles and finish vary from piece to piece and from the photos. Screens and room lighting change how colours read too.
• Ground bases. Glaze often runs over the rim, so we grind the base of every piece flat. You may see glaze marks or ground patches on the back and edges. Every piece is ground to sit flush against the wall.
• Sets. Our sets are curated palettes and some share glazes. Each set page lists exactly which pieces are included, so if you're buying more than one set, check the lists first.

These are part of the character of each piece and aren't faults.

If something isn't right

• Damaged, missing or wrong pieces: email hello@sammayell.com within 7 days of delivery with your order number and photos of the affected pieces and the packaging. Please keep the box and wrapping until we've sorted it, as the courier may need them. We'll replace the affected pieces.
• A piece well outside its set's palette: our glazes vary, but occasionally a piece fires well outside the palette of its set, such as a strong blue in a neutral set. If that happens, email us a photo of the whole set within 7 days of delivery. We'll look at it with you and, where it's reasonable, replace it with a piece that suits the set.
• Replacements: because every piece is unique, we'll send you a photo of the replacement pieces to confirm before they're sent. Replacements are limited to one per order; if a replacement also arrives damaged, we'll refund those pieces instead.
• "Wrong" means a different glaze or item from the one you ordered. Natural variation within a glaze isn't a wrong item.
• We may ask for more photos, or for the original pieces to be returned, before we send a replacement.

Change of mind

• We don't offer returns or exchanges for change of mind, including colour preference or glaze variation.
• If you'd like to rebalance your arrangement, we're happy to suggest a few pieces to add, with a discount on those additions.
• Pieces you choose in person in our Queenstown shop are packed exactly as you chose them, so they can't be returned or replaced for colour, finish, variation or marks.

Cancellations

Email us as soon as possible. Orders cancelled before dispatch are refunded in full. Once a parcel has left the studio it can't be cancelled.

Delivery problems

• Marked delivered but not received: check with your household, neighbours and building reception, then email us within 7 days of the delivery scan. We'll open a trace with the courier. If the courier confirms the parcel is lost, we'll replace it once or refund you. If it was delivered to the address on your order with a photo or signature, we'll help you trace it but can't promise a replacement.
• Addresses: please double-check your address at checkout. Parcels refused or returned to us as undeliverable are refunded less the shipping, return and any customs costs.

Refunds

Refunds go back to your original payment method, and your bank may take 5 to 10 business days to show them.

Your rights

Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act or the consumer law where you live.