Shipping policy

Everything is packed and sent from our studio in Queenstown, New Zealand. Every piece is wrapped individually in honeycomb paper inside a double-walled carton, and we'll email you tracking once your parcel is on its way.

Dispatch

In-stock pieces and sets leave the studio within 1–3 business days (Monday to Friday, NZ time). If a piece needs to be fired for your order, or you've placed a large custom wall order, we'll agree a timeline with you before it's made.

New Zealand

Tracked courier, usually 1–3 business days after dispatch, plus a day or two for rural addresses. Free on orders over NZ$250; otherwise NZ$15.

Australia

Tracked courier with NZ Post Courier Select or DHL Express, usually 2–6 working days after dispatch. Free shipping on orders over the threshold shown at checkout, which includes every 9-piece set and above.

United States, Canada, United Kingdom, Europe and everywhere else

DHL Express, usually 2–6 working days after dispatch to the US, and 3–8 working days elsewhere. Free shipping on orders over the threshold shown at checkout, which includes every 9-piece set and above; smaller orders are priced by weight and destination at checkout.

Duties and taxes

We ship duties and taxes paid. Import duty and tax is billed to us by the courier, so there's nothing to pay on delivery. If you're ever asked to pay to release a parcel, pay it so the parcel isn't held, send us the receipt and we'll refund the exact amount. A few countries (including Mexico and India) require the receiver to give customs a tax ID or clearance instructions before release. We'll help with the paperwork, but those steps and any resulting delay are outside our control, and a parcel returned unclaimed is treated as a return.

Delivery details

• Please use a street address and a phone number the courier can reach you on. DHL can't deliver to PO boxes.
• Transit times are estimates. Customs checks, weather and peak-season volumes can add a few days.
• If you need to change the address after dispatch, email us straight away; courier redirection fees are passed on at cost.
• Placing more than one order? Email us before dispatch and we'll combine them into one parcel where we can.

Questions about a parcel in transit? Email hello@sammayell.com with your order number.