So you’re thinking about ordering from Servant Ceramics? FANTASTIC!
Here are some answers to questions that I’m often asked about:
Q: How do I order from you Rachel?
A: Until my online shop is up and running, I will be accepting all orders via email or through the contact page here. I will note when a product is sold and will send you my bank deposit details. You will receive a confirmation of your selection and acknowledgement of payment when it comes through via your email address. While waiting for payment, I will ask you a couple of questions and as soon as payment has been authorised, the vessel will be in the post!!
Q: How do you post the wares? Regular, Registered, Express?
A:. I understand that while some people don’t mind waiting but there are others who want their beautiful vessels straight away. Postal prices have recently increased here in Australia and I’m happy to let you choose how much it costs and how fast your product arrives. I do my best to pack and label the vessels as safely and protectively as possible.
Q: Roughly, how much is postage for the items?
A: I realise that postage is an additional expense and Australia Post has recently increased the postage prices. Once the first range is finalised, I will be visiting the local post office to work out how much you can expect to pay and post that up for your convenience.
Q: Do you post internationally?
A: Yes! But as the buyer, cover all postage costs including customs, VAT, and any other destination country expenses. I have heard these can cost up to 40% of the items costs.
Q: How long will it take for the ready to ship wares to be posted?
A: I pack and post all purchases once a week. As a small studio, this is the most cost and time effective practice for me. Please contact me here if you are desperate to purchase and post something. Please be aware that immediate postage may incur an additional charge.
Q: How long will it take for a custom order to be posted?
A: Most custom orders are fulfilled within an average of 4-6 weeks. This timeframe is not fixed and can vary. Simple customisations – a name or stamp on a beaker for example, would be much quicker to fulfil than creating a full dinnerware set. Please inform me of any deadline or specific date you may wish me to meet. I will try my best to fulfil your order.
Q: I just received my purchase and when I opened the box, it was broken. What happens now?
A: [I am yet to be asked this question but hypothetically…] I always pack my items carefully and thoughtfully so they can reach their destination intact. Unfortunately however, I cannot be held responsible for breakages that occurred while in the care Australia Post. Please send through a photo of the broken work and I will work with you to ensure that we can reach a satisfactory outcome.
Q: What is your refund and exchange policy?
A: Under Australian law, I am not required to provide a refund or exchange if you change our mind on a Servant Ceramics product. But I will provide you with a refund or exchange if a) there is a major problem with the vessel that would have stopped you from buying it, had you known about it at time of purchase b) it is unsafe c) is significantly different from the sample or description d) it doesn’t do what we said it would do, or what you asked it to do and can’t be fixed.
Q: The colour of my purchased mug doesn’t exactly match the colour of the photograph you posted. Can I get a refund?
A: [I am yet to be asked this question but hypothetically…] Unfortunately, no. Different monitors represent colours differently and I cannot promise the exact colour matching for clay bodies, decorations, glazes or oxides. Under Australian law, I am not required to refund or exchange a product unless it is significantly different from the sample or description but I am willing to work with you to ensure that you are satisfied. This could result in an exchange of product but as the buyer, you may be required to pay the postage costs.
Q: I have a question about ordering and postage that you haven’t answered yet…. How do I ask it?