International shipment requires me to know what items you wish to purchase ahead of purchase and in what quantities, so I can send you a quote for the most cost effective method as prices are not included in the online order system. Please email me using studio@sonyawilkinsceramics.com or send me a message if you wish to discuss this further. Historically I have successfully shipped items across the US and as far as Australia, it just requires a little planning and direct communication with you to find the best courier option.

SHIPPING FOR MADE-TO-ORDER AND COMMISSIONS

Made-to-Order and Commissioned items require a 50% deposit and are produced and shipped within 4-6 weeks in the UK and 5-7 weeks Internationally. This typically includes 1 week making time, 1 week drying time, 1 week glazing and firing time, (note: some items may require several firings in my kiln so will require longer). Then a packaging and shipment allowance of a further week (2 weeks internationally).

I will send you photographs and updates about your commission throughout the making process so you are fully informed and once you have received photographs or video of the final item and you are happy with it, I will ask you to pay the balance before I ship the item to you.

Please note: Where every effort is made to satisfy the previously mentioned delivery timescales, there may be some variance due to my existing work load for shows and the firing capacity of my kiln. My carbon literacy pledge means I aim to fire my kilns at full capacity to maximise the use of ‘green energy’ and this means I have to have enough work to fill the kiln instead of firing only a few pieces at a time.

REFUND POLICY FOR DAMAGED ITEMS

Refunds are only issued if an item has been damaged in transit and photographic evidence of such damage can be provided. Every item is packaged with the utmost care because from experience, the delivery method does not have a bearing on the way any parcel is handled (even if it is special delivery).

Therefore, I use plenty of sustainable wrap and in some instances (if the item is very fragile), I will also use re-purposed bubble wrap. In addition, I ensure there is ample space between the wrapped item and sides of the box, sometimes using a box within a box.

In the rare instance that a product arrives damaged, please follow the instructions below:

• Please notify me within 2 working days of receipt and include photography/video evidence of the damage to both the packaging and ceramic item. Please email this evidence to studio@sonyawilkinsceramics.com
• I suggest you keep a copy of the images for your own records.
• Return the unused product(s) in the same condition in which they arrived, using the same packaging.
• I will aim to respond to you within 2 business days after receipt of the damaged goods.

COURIER DAMAGE

Note: Upon receipt, please inspect your package closely. Should you observe significant damage to the outer packaging, please make note of this when you sign the courier’s shipment log before they leave.

Commissions require a 50% deposit so I can start working to create your bespoke piece of ceramics using all the materials necessary. If you decide to cancel your commission at any point from point of agreement, you will forego your deposit because I will have already used the materials to start making the item.

If you have purchased an item online, the order has been shipped already and you decide to cancel the order, you will be required to pay for its return. Once I receive the item back in my studio in perfect condition (please ensure you pack the item using the same packaging I sent it in and ideally send me images to show it has been packed securely), I will then refund your original payment.