Shipping & Returns
Shipping - New Zealand
Shipping to urban areas around New Zealand is $4 per order. Rural delivery is slightly more at $9 per order. Parcels are delivered using a tracked courier which requires a physical address and signature for delivery. Delivery to P.O.Boxes on inquiry only.
Shipping - International
Shipping to international addresses is available. Please inquire for rates and delivery time frames.
Orders shipped to countries outside of New Zealand may be subject to customs fees, import duties and taxes - these charges are the responsibility of the receiver. Please check with relevant authorities so there are no unwelcome surprises.
Dispatch + Delivery
More often than not, orders go out the door the next day. Sometimes a few more days are needed while products are made to fill your order. If products can't be dispatched within 4 business days you will be notified via email.
If you need a product quickly, please get in contact to see if this is possible.
Parcels are dispatched and delivered Monday to Friday (excluding public holidays). Expected delivery times within the north island are 1 to 2 business days, south island and rural delivery locations may take an extra day or 2.
To ensure a hassle free delivery please ensure a full and accurate address is provided. If an item is unable to be delivered and needs to be re-shipped, shipping charges will be applied.
EXCHANGES + Returns
The desire for each piece is for it to be cherished by its owner. Please keep in mind that products are handmade and will have unique characteristics which are not faults but qualities to be cherished.
Please choose carefully as refunds are not normally given. If you need more product information or questions answered before making a purchase, please get in contact as help is happily offered.
If you are not satisfied with your purchase or have had a 'change of mind' please email sarah@sarahbackler.com within 3 days of delivery so we can work out a solution.
Items must be returned within 10 days in an ‘as new’ condition with all original packaging. It is your responsibility that items are safely returned so please make sure items are packaged to prevent breakages. Returning items using a track and trace number is recommended so they won’t get lost in the mail. An exchange will only be processed once the returned product/s are received by Sarah Backler Ceramics.
Shipping charges from the original order are non-refundable. All extra postage costs in relation to an exchange or return are payable by you, including the return postage of original product/s and the sending of replacement item/s (cost will vary depending on location but you will be quoted prior to shipping). New items will not be sent until relevant shipping costs have been received. Please be aware that international customs duties and sales taxes are not refunded for shipments outside of New Zealand.
Customised and Sale items are unable to be returned or exchanged.
FAULTS
Before any product is shipped it is carefully checked for flaws. Care is taken to package every order so items arrive safely at their new home. Sometimes things go wrong. If you think you have received a faulty, damaged or incorrect item please get in contact within 3 days of delivery so it can be made right. Please take photos of damaged packaging and items and email to sarah@sarahbackler.com. Please wait for a reply before sending back the item/s. A faulty or damaged item will be replaced with the same item. Shipping costs in relation to the return and/or replacement of a faulty or incorrect item will be arranged and covered by Sarah Backler Ceramics.
WARRANTY
Each piece is carefully checked for defects before leaving the workshop, but unfortunately product faults can develop over time. If you believe you have a product where a fault has occurred please take photos of the defect and email images to sarah@sarahbackler.com to allow for an initial assessment of the issue. If further investigation is required you will be notified and the return of the items to Sarah Backler Ceramics will be arranged.
Where possible a defective item will be replaced 'like for like' but without the fault. If this is not possible you will have the choice of receiving a alternate item, a credit note or refund to the value of the original item at the time of purchase, including any shipping costs incurred. Refunds will be made to the original payment method.
This warranty does not include wear or damage caused by use or misuse.