RETURNS POLICY

RETURNS & EXCHANGES

Please select your Earth Darlings ceramic piece with care and consideration as returns, exchanges or refunds are only offered for items that arrive damaged or broken. Being completely handmade there are aesthetic qualities to the work that aren't like factory produced wares. Please note these aesthetic considerations before buying:

  • The lamp base has an element of texture (being hand made and carved). There may also be a line or texture where the neck and the base of the lamp meet and have been joined. There is a recess in the base of the lamp for the cord to pass through. These elements are a part of the design and do not adversely affect the functioning of the lamp.

  • The unpolished nature of the surface is a celebration of the natural materials and an expressive mark making process. It should be viewed as attributes that make each ceramic piece unique, rather than flaws or defects.

  • The lamp has been photographed under natural light with the aim of showing a true representation of the product. Please be aware that the product colours may appear slightly different depending on the device being used to view the image.

BREAKAGES

Shipping insurance is included in the price of postage however in order for Earth Darlings to make a claim with the insurer, a case needs to be opened within a certain time frame. If an item arrives damaged it is crucial that the customer contacts Earth Darlings via email at earthdarlingsmail@gmail.com within 24 hours of the item arriving damaged. Images of the broken item, the packaging label, and the broken item inside of the packaging must be sent via email within 24 hours of the item arriving damaged. Failure to do so within 24 hours of the item being delivered to the customer will void any refund / replacement offer from Earth Darlings. For damaged items, Earth darlings will pay for the return of the product and either post a replacement, or issue a refund including postage costs incurred by the customer. If an International order arrives broken, the customer must take the additional step of presenting the package, including the broken ceramics, to their local post office within five days of the item arriving as per the conditions set out by the Australia Post claim process.

DOMESTIC & INTERNATIONAL POSTAGE

Postage Times: All domestic and international orders leave the studio within five to twenty-one days, depending on the volume of orders received at one time.

Tracking: Once your package has been assigned a tracking number you will receive a tracking code for your order via the email address provided at checkout. There may be several days between when you receive your tracking information via email, and when the order has been packed and dropped off to the courier. As a result there may be several days before you start to see tracking updates for your package on the courier’s website. If you would like your phone number included in the shipping information provided to our couriers it is important that you provide it during checkout. To read more about how we use the information collected during checkout please read our privacy policy here.

Combined Shipping: If more than one order is placed within a 24 hour period, the orders will be combined into one package where possible and any the excess shipping charges will be refunded at the time of postage. Sometimes combined postage is not possible, for example when an item is too large and fragile to be packed into the same box as other ceramic pieces. Note: shipping charges include the materials and labor costs involved when packaging fragile items.

PAYMENT OF TARRIFS, CUSTOM FEES, IMPORT DUTIES AND TAXES

buyers are responsible for paying any import duties, tariffs, and customs fees imposed by their country's government, which are typically payable upon delivery. These charges are separate from the item price and shipping costs. If an item is returned because the buyer has refused to accept the package or has failed to pay the applicable import fees mentioned above, the cost of the product minus both the shipping fees, and a 25% restocking fee, will be refunded.

EMAIL REPLY TIME

Please allow 48 hours for Earth Darlings to reply to your email. We are a small business and often only have time to check emails once every 48 hours.

ADDRESSEE DETAILS

Buyers are responsible for providing the correct postal address during checkout. If a mistake is made during checkout, the customer must email the seller within 12 hours via the website contact form or at earthdarlingsmail@gmail.com to notify of the required changes. If an item is returned because the buyer has provided an incorrect postal address, the cost of the product minus both the shipping fees, and a 25% restocking fee, will be refunded once the item has been returned to sender.