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Shipping Policy
Domestic Shipping
Currently, we are offering shipping exclusively to Australia. For customers within Australia, we provide a standard flat-rate shipping fee of AUD 14.00 for almost all of our products. Some of our products are unique sculptures or fragile pieces, which require special customised shipping to avoid accidents, prices might change depending on weight and how complex is the piece.
Please note that shipping times may vary based on the specific location of the delivery. If you have any further questions or need assistance, feel free to ask.
All domestic orders are dispatched from Sydney, Australia, using Australia Post. Typically, shipping takes between 1 to 5 business days from the date of dispatch. While we strive to ship your order as quickly as possible, please allow up to seven business days from the date of purchase before shipping occurs.
Orders that include pre-order or made-to-order items will be processed and shipped in full, without split shipments. Fulfillment of these orders will begin once the pre-order items are available. If you have any questions regarding the status of your shipment or if your order is delayed, please feel free to email us.
*We will send you a tracking number, so you can check online the status of your delivery.
Return Policy Title
As Nuna Terra Ceramics products are handcrafted and produced in limited quantities, we do not accept returns for change of mind. We take meticulous care in packaging your items; however, we recognize that mishaps can happen during shipping. If your item arrives damaged or broken, please contact us immediately at info@nunaterraceramics.com with photos of the damage, and keep the product along with its original packaging. To process any return or replacement request, a receipt or proof of purchase is necessary, and all items must be in their original, unused condition.
We assure you that all ceramics leave our studio in excellent condition, ready for use. We recommend inspecting your order upon delivery to confirm that no damage has occurred during transit. If you find that your items are damaged, please adhere to the following steps:
1. Keep all original packaging as evidence of the damage.
2. Capture a photo of the item alongside its original packaging that displays the damage.
3. Inform us within 24 hours of receiving your order.
4. Email us with the subject line: BROKEN IN TRANSIT #_ _ _ _(invoice number) at info@nunaterraceramics.com
5. Include your photo, a brief description of the issue, your full name, and your best contact number.
Please be aware that you must report any damage that occurred during transit within 24 hours of the parcel tracking indicating delivery. A photo with the original packaging is required as proof of the damage.
Once the ceramic piece is in your possession, it is your responsibility to care for it. We cannot be held liable for any damage that occurs after the item has been removed from its packaging, so please inspect your products immediately upon opening.
Thank you for your understanding!
Please note that items cannot be exchanged or refunded for change of mind. Broken ceramics will only be replaced if the original packaging is retained as proof of damage during transit, and notification of the damage is received within 24 hours of delivery confirmation.
Stolen or missing products
Nuna Terra Ceramics is not responsible for items that are lost or stolen. For issues related to delivery, please reach out directly to the shipping courier, Australia Post, as they handle the delivery process. Ensure you have your tracking information available so they can assist you with the most current details. If you need further assistance, feel free to contact us at info@nunaterraceramics.com
In cases where a package is redirected back to the sender due to a failed delivery that is not the sender's fault, any additional shipping costs and import fees incurred for the return will be charged to the recipient. Refunds related to such redirections will be processed minus any export freight, re-import freight, customs taxes, duties, fees, and charges. Additionally, any re-shipment of returned orders will incur extra shipping costs.