Customer Care

BACKORDERS
We have a large range of sizes, colours and patterns available in our ceramics collections. As each piece is made by hand from scratch, it’s not always possible for us to have each available option in stock, however we can always make your favourite piece especially for you! If an item is placed on backorder you will be notified when you add the item to your shopping cart. Turnaround time is generally around 2~3 weeks + delivery, however if you need your order sooner for a special occasion, please get in touch with us and we will try our best to accommodate your request.

Please note: if an item in your order is placed on backorder, we do not send your other item(s) until the order is complete.

SHIPPING
Our ceramics studio is based in the Sunshine Coast hinterland, Queensland, Australia. We take great care to send the ceramics to you as safely and quickly as possible. Postage and handling charges are additional to the retail price and calculated upon checkout.

We aim to keep shipping costs as low as possible and shipping within Australia is just $9.95 for order less than $150. Furthermore we’re proud to offer FREE SHIPPING on all domestic orders above $150!  

Once full payment has been received for your order, items will ship within 2-4 business days (unless the item(s) you are after is placed on backorder, of which you will be notified during checkout). All domestic orders are sent with Australia Post. To ensure safe delivery, all orders have a tracking number and may require a signature on delivery. You will receive a notification by email with a tracking number once your order is dispatched. Delivery usually takes 2-5 business days from shipment date to arrive.

INTERNATIONAL ORDERS
We can ship internationally on request. Please contact us for a shipping quote.

DELIVERY
Please ensure that the delivery details entered during checkout are correct. We can not be responsible for orders delivered to an incorrect address provided to us by you. Shipping charges will apply for orders that have to be re-sent due to incorrect details provided to us.

If you have any queries or concerns regarding the delivery of your order, please do not hesitate to get in touch.

COLOURS
The colours shown in the photos on this website are representational only. Actual colours on finished pieces may vary from colours displayed. Colours are mixed and applied by hand and will therefore always vary (which is part of the charm of our ceramics). Due to the slight temperature variations that can occur during the firing process or the position of the piece in the kiln, colours of (under)glazes as well as the clay itself may vary between pieces.

Please note that due to the different settings in monitors the colours might also vary slightly from what you see on your computer screen. If you need any further clarification, please contact us before ordering.

RETURNS POLICY (excludes custom orders & engraved wedding pieces)
Are you a little nervous purchasing online? What if the item you ordered is not what you expected? There is no need to worry. We do our very best to capture & showcase each piece at their true beauty, through close-up photos and accurate descriptions of colour, materials and sizes. However, real life touch & feel can be hard to replace and we want you to love our ceramics as much as we do!

That’s why we offer our customers a no worries refund service

If you are not entirely satisfied with the goods purchased, for whatever reason, you can return them to us for a refund or exchange ~ your choice! All we ask is that you inform us by email within 5 days of receiving the item and return the items within 10 working days from the date you originally received the order.

Simply return the item(s) to the address below, in unused condition and in the original, undamaged packaging (or packaging of the same quality) and we will organise a refund or exchange. Refunds will not include the original postage & handling costs. Please keep in mind that until the goods are received by us in undamaged condition, the responsibility of the goods remains with you. We therefore recommend sending all goods via Registered & Insured Post, to ensure the goods can be traced and are insured whilst in transit.

Please allow up to 5 working days from receipt by us of your returned goods for your refund to be processed. We will normally refund you using the same payment method that you used to purchase the goods. Please note that return postage costs are the buyer’s responsibility and will be refunded only if goods are faulty or an error has been made on our part.

Items should be returned to;
Kim Wallace Ceramics
PO Box 352
Cooroy, QLD 4563

Please note that custom orders and engraved wedding pieces cannot be returned. These are made specifically for you and cannot be re-sold.

Damaged Goods
We take great care in packaging the ceramics as safely as possible. Each piece is bublewrapped and surrounded in a comfy bed of eco-friendly void-fill. In the unfortunate event where goods arrive damaged and/or faulty, please contact us within 24 hrs of the receipt of the goods.

SECURITY
NOTE: For your security we do NOT store your credit card details on our website. All transactions are processed via eWAY or PayPal (depending on your selection during checkout) so you can rest assured that your credit card details are safe. Our store’s online checkout process is secured via a Bank level security SSL certificate. This means you are able to purchase with confidence, knowing your data is transmitted safely and securely every time.

Questions?
Please get in touch with us! We are here to help.