Refunds and Returns

As per Australian consumer law, we will refund goods which are defective, significantly different to their description, or which break or become unusable shortly after purchase.

This does not include items marked as “seconds”, which are sold on the understanding that they are imperfect. The description on any seconds sold will stipulate whether the damage is cosmetic or only to decoration, in which case they may still be listed as food safe and sold to be used. For seconds advertised as food safe and usable, refunds will be issued if they break or become unusable shortly after first use.

Damaged Items

If something you have ordered arrives damaged, please contact us as soon as possible, including photos of the item(s) and damage. If possible, include photos in any damaged packaging.

Similarly, if an item breaks within the first couple of uses, please contact us as soon as possible with photos and a description of how the item became damaged.

In both cases, include your receipt or the name/contact info on your order as well. I will then be able to either process a refund to your nominated bank account or credit card for your original payment, or arrange a replacement for you (this may take 4-6 weeks depending on  availability of items).

In case of any other questions about items, delays to shipping, exchanges, or refunds, please contact me directly in the first instance at hello@elenaswiftceramics.com.au

I will always do my best to respond within 2 days, and work with you to see you receive what you ordered.

Exchanges

I am only able to replace and refund items if they are defective or damaged.

If you change your mind after receiving an item, I can exchange it for another item of the same value or for a store credit, provided you return the original item (you will be responsible for the cost of return shipping). Please note that shipping costs are non-refundable, and store credits will not include the cost of shipping. Exchanged items will be shipped to you only after you have returned the original purchase and paid for shipping on replacements, and there may be and additional wait time depending on stock availability.

If you contact me after placing an order but prior to your items being shipped, items can be exchanged at no additional shipping cost.

I am unable to exchange custom or made to order items.

In all cases when seeking to exchange or return items, contact me at hello@elenaswiftceramics.com.au 

Gifts

If you received an item as a gift, and the do not have the original receipt, please contact me with information on the item you received and the name of the person who placed the order, and you will be exchange the item as per Exchanges above, providing you pay for shipping costs.

Shipping returns

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at hello@elenaswiftceramics.com.au for questions related to refunds and returns.