Shipping & Returns

SHIPPING

Where do Claymilkdad orders ship from?

All Claymilkdad orders are dispatched from Marrickville, Sydney, NSW, Australia. Claymilkdad currently ships within Australia only. We do not currently offer international shipping.

When will my order be dispatched?

If your item is in stock, we aim to dispatch your order within 3 business days. Please keep this processing time in mind when ordering, particularly if you need your order by a specific date. During busy periods, product launches, sales or other high-volume periods, dispatch may take longer than usual. We will do our best to communicate significant delays through our website or social media. Once your order has been dispatched, delivery times will depend on the postal or courier service and your delivery location. We cannot guarantee a specific delivery date unless we have expressly agreed to one with you.

How much does shipping cost?

Shipping costs vary depending on the size of your order and delivery location. The applicable shipping cost will be displayed at checkout before you complete your purchase.

How are orders packaged?

We take care when packing our ceramics and ceramic accessories to help ensure they arrive safely. Because our products are handmade ceramics, they can be fragile. We use appropriate packaging and protection when preparing orders for delivery.

My parcel says it was delivered but I can't find it

Please make sure you provide a safe and secure delivery address when placing your order. If tracking information shows that your parcel has been delivered but you cannot locate it, please:

  • Check around your property and any nominated safe-place locations.

  • Check whether someone else at your address has accepted the parcel.

  • Check with neighbours where appropriate.

  • Contact the relevant postal or courier service using your tracking information.

  • Contact us at claymilkdad@gmail.com if you still cannot locate your parcel.

Once a parcel has been marked as delivered, we may need to refer you to the relevant postal or courier provider to investigate the delivery. Nothing in this policy limits any rights you may have under the Australian Consumer Law.

Incorrect delivery address

Please carefully check your delivery details before completing your order. If you provide an incorrect or incomplete address, please contact us at claymilkdad@gmail.com as soon as possible. If your order has not yet been dispatched, we will do our best to correct the address before it leaves us, but we cannot guarantee that we will be able to do so. If your order has already been dispatched to an incorrect address provided by you, additional postage or other costs may apply if the parcel needs to be redirected or resent. Nothing in this section limits your rights where the issue was caused by us or where otherwise required by Australian law.

RETURNS & REFUNDS

Change-of-mind returns

We do not accept change-of-mind returns. This means we do not provide refunds, exchanges or store credit simply because you:

  • changed your mind;

  • no longer want the item;

  • do not like the item;

  • chose the wrong item, colour, design or size;

  • found the item cheaper elsewhere; or

  • have no further use for the item.

This policy applies to both full-price and sale items. However, this policy does not affect your rights under the Australian Consumer Law. If an item is faulty, damaged, unsafe, not as described, or otherwise does not meet the consumer guarantees that apply to your purchase, please contact us and we will assess the issue and provide an appropriate remedy where required by law.

DAMAGED, FAULTY OR INCORRECT ITEMS

Please inspect your order as soon as you receive it. If your item arrives:

  • damaged;

  • broken;

  • defective;

  • faulty;

  • materially different from what you ordered; or

  • otherwise does not meet the consumer guarantees that apply under Australian law,

Please contact us at claymilkdad@gmail.com as soon as reasonably possible. Please include your order number and, where possible, photographs of the item and its packaging. We will assess the issue and work with you to provide an appropriate remedy. Depending on the circumstances, this may include a repair, replacement, refund or another remedy available under the Australian Consumer Law.

CERAMICS DAMAGED DURING DELIVERY

We package our ceramics carefully, but occasionally an item may be damaged during transit. If your ceramic arrives damaged, please contact us as soon as possible and provide photographs of: the damaged item; the packaging; any visible damage to the outer packaging; and the shipping label, where possible.

Please keep the original packaging until we have had an opportunity to assess the issue, as it may be required for a postal or courier investigation. We will assess the situation and, where applicable, provide a remedy in accordance with the Australian Consumer Law.

SALE ITEMS

Sale items are not eligible for change-of-mind returns. However, sale items are still covered by any consumer guarantees that apply under the Australian Consumer Law. A sale price does not remove or reduce your legal consumer rights.

EXCHANGES

We do not offer exchanges for change-of-mind purchases. If you have received an item that is faulty, damaged, incorrect or otherwise does not meet the consumer guarantees that apply to your purchase, please contact us at claymilkdad@gmail.com so we can assess the issue and determine the appropriate remedy.

REFUNDS

If you are entitled to a refund under this policy or the Australian Consumer Law, we will process the refund to your original payment method where reasonably possible. The time it takes for a refund to appear in your account may depend on your bank or payment provider. If you have been notified that a refund has been processed but have not received it after a reasonable period, please contact us at: claymilkdad@gmail.com

AUSTRALIAN CONSUMER LAW

Nothing in this Shipping & Returns Policy excludes, restricts or modifies any rights or remedies you have under the Australian Consumer Law. Our products come with consumer guarantees that cannot be excluded. Depending on the circumstances, if a product has a major failure, you may be entitled to a refund or replacement and may also be entitled to compensation for reasonably foreseeable loss or damage. For a failure that is not a major failure, you may generally be entitled to have the product repaired or replaced. The appropriate remedy depends on the circumstances of the particular issue. Our change-of-mind policy does not limit these consumer guarantees.

CONTACT US

If you have any questions about shipping, returns, refunds or your order, please contact us.
Legal entity: Bella Jeanne Hope-Parsons
ABN: 62 924 329 492
Email:claymilkdad@gmail.com

Website: claymilkdad.com