Frequently Asked Questions

 

When will my order be shipped?

All of our ceramics are small-batch or made-to-order. Please allow up to 4 business days for your piece to be carefully packaged and dispatched. For custom or pre-order items, please refer to the timeline listed on the product page. Once your order is on its way, you’ll receive a tracking email with delivery updates.

Do you ship internationally?

Currently, standard international shipping is not available at checkout. However, if you are located overseas and have your heart set on a piece, please get in touch via email! We’d be happy to look into custom shipping options and rates for you.

Will my ceramic piece look exactly like it does on screen?

Because each piece is individually handcrafted, no two items are exactly alike. Minor variations in size, shape, and glaze expression are a natural part of the ceramic process and make your piece truly unique. Additionally, colours may vary slightly depending on your screen settings and device display.

Do you offer returns or exchanges?

Because our pieces are handmade (and/or made-to-order), we do not accept returns or exchanges for change of mind. However, if your order arrives damaged or incorrect, please get in touch within 7 days of delivery with your order number and photos of the issue so we can make it right.

Can I cancel or change my order?

If you need to change your shipping address or modify your order, please contact us as soon as possible. Once an order has been packed or a custom piece has started production, changes or cancellations are not possible.

How are ceramics packaged?

We take great care in packing our ceramics to ensure they survive the journey. We use plenty of eco-friendly and protective wrapping as well as sturdy boxes to keep your pieces safe and sound from our studio to your doorstep.

Will I need to pay import taxes or customs fees?

If we organise a custom international order for you, please note that your package may be subject to customs duties, import taxes, or local handling fees once it arrives in your country. These charges are determined by your local customs authority and are the responsibility of the customer.

Contact

Have a question that wasn't answered here? Feel free to reach out! ish.studios.nz@gmail.com