Shipping policy

Carriers and tracking

Orders ship from Craig’s studio in New Zealand. Within New Zealand we use NZ Couriers; to Australia and everywhere else, DHL or FedEx International. Deliveries typically do not require a signature. Tracking information will be provided once your order has shipped.

For international orders, the customer is responsible for any applicable import taxes, customs duties, or other fees charged by the destination country.

Packaging

Because ceramics are fragile, every item is securely wrapped and packed using protective materials. We make every reasonable effort to ensure your order arrives safely. Orders may arrive in separate packages if they contain items stored or shipped separately.

Returns and cancellations

All sales are final, including custom and sample pieces. Once an order is placed, it cannot be modified or cancelled.

Damaged or broken items

Every order is packed carefully, and we review each damaged delivery individually and in good faith. If your item arrives damaged or contains defective parts, please retain all original packaging and document the issue immediately upon delivery. Damage or defects must be reported within 48 hours, along with photos of both the packaging and the product. If a repair or replacement is not possible, a refund will be issued. Please email shop@craigspencerceramics.com to report an issue.

Incorrect or incomplete addresses

Please check your delivery address carefully before completing your order. If an order is returned because of an incorrect or incomplete address, the customer will be responsible for reshipping. If the order cannot be reshipped, any refund may be reduced by the original shipping costs and return fees. Please contact us as soon as possible if you need to update your address. We cannot guarantee that changes can be made after an order has been dispatched.

International orders and customs

International customers are responsible for any customs duties, import taxes, brokerage fees, or other charges imposed by the destination country. We are not responsible for delays caused by customs. If an international order is refused or abandoned because of unpaid customs charges, any refund may be reduced by shipping, return, and other costs incurred.

Return shipping costs

Unless an item is defective, incorrect, or damaged on arrival, the customer is responsible for return shipping costs. We recommend using a tracked and insured shipping service. We cannot be responsible for items lost or damaged while being returned.