FAQ's
How long will my order take to arrive ?
We send packages within 5/7 days, so most pieces will arrive in 14 days within Australia. (Possibly longer for regional areas.) International parcels can take up to 2/4weeks depending on your location.
Can I collect my order in person?
If you’re local to Denmark WA we may be able to arrange pickup by appointment. Please contact us before placing your order.
How are your ceramics packaged for shipping?
Each piece is carefully wrapped using eco-friendly materials and double-boxed when necessary to ensure safe delivery.
Do you ship internationally?
Yes we frequently ship worldwide, though all parcels are sent via Australia Post and require signature upon delivery. As I am the maker, insurance is not available from my end.
What if my package is stolen or lost?
Once an item has been delivered to its address, you are then responsible for it. It's your responsibility to be at your address to receive your package, I am not liable for additional shipping costs if your parcel is returned and needs to be resent.
All items can be tracked and traced, if your item has not appeared within a reasonable time frame (as listed above) please get in contact and we will trace it for you.
What happens if my ceramics are damaged in shipping?
Please get in contact within 2 days of receiving your item. Refunds/replacements will be decided on an individual case by case basis. I require you to email me a photo of the damaged piece in its packaging. We will discuss your options of either organising a replacement to be sent out to you if it's in stock, or if I can't replace the piece, I will refund you the purchase price of the piece minus the shipping costs.
International orders will receive a refund on the piece(s) damaged, where appropriate (minus the shipping costs) with no option of a replacement in this transaction.
Do you take custom orders?
Yes, we welcome custom orders when our schedule allows. Please get in touch with details about what you’re looking for, and we’ll let you know if it’s possible and provide a quote.
Do you offer wholesale or trade pricing?
Yes, we offer wholesale options on selected items and to selected stockists and interior designers. If you’re interested in becoming a stockist, please contact us with your business details and we’ll be in touch
Why does the price show differently at check out?
I have a currency converter on the website to show prices as you will be paying in your own currency. Once the checkout process begins however, prices convert to Australian Dollars. This is a favourable exchange for most countries, though you will need to check the exchange on shipping prices yourself.
Will there be any additional costs on international orders?
The shipping quote provided does not include any Import duties and taxes that may be charged on the receiving end by your country's customs department. These fees are the customers responsibility, and not Heidi Dickinson.
What if my items arrive broken or damaged?
We take great care with packaging, but in the rare case that your item arrives damaged, please email us within 48 hours of receiving your order. Include clear photos of the damaged item and packaging. We will either replace the item (if stock allows) or offer a refund
Can I return or exchange an item?
Please choose carefully, as all ceramic items are handmade and non-refundable unless they arrive damaged. We do not accept returns or exchanges for change of mind.