shipping + returns

Shipping
Online orders are shipped using AusPost. Shipping on Australian orders is complimentary for orders over $300. All orders under $300 will incur a flat shipping rate of $15. 

You will be sent confirmation of shipping including a tracking number and will be able to track your delivery.

To ensure contactless delivery, the courier will leave the parcel in a suitable place if you are not home. Please carefully check your address is correct as a re-delivery fee may be charged if the address is incorrect. 

Delivery time
Orders are shipped the next business day unless the item(s) is on pre-order. If you have orders an item(s) on pre-order we will contact you with an approximate delivery date when you place your order. Please check with AusPost for accurate delivery times. If you have a time sensitive gift please contact us prior to placing your order so we can allocate the items for you.

International Shipping
International shipping is available to selected countries and shipping costs are calculated at checkout.

Please get in touch at hello@elphceramics.com if you'd like to request international delivery to another country and we will send you a shipping quote. 

We are unable to cover any duties charged by your country on arrival.

Gift Wrapping & Packaging
elph ceramics offers complimentary gift wrapping on all our orders using recyclable materials.

elph ceramics uses carbon neutral tissue paper from No Issue Tissue and recyclable wrap. We use compostable packing pellets when shipping our products. The pellets can be added to your compost, put in your green bin or dissolved in water.

Returns
While we hope you love your new ceramic, if you do wish to exchange your item we are happy to offer a return for exchange or a store credit within 14 days of receiving your parcel. Please notify us as soon as possible in person, via email or telephone. Any exchanges must be in original condition and original packaging.

Unfortunately elph ceramics is unable to cover any return postage costs applicable to a change of mind exchange. Shipping costs and custom duties (if applicable) are non-refundable in the case of return, return for exchange or store credit.

Refunds
Items may be returned within 10 days of your package being delivered. All returns must be in original condition and original packaging. 

Unfortunately elph ceramics is unable to cover any return postage costs applicable to a change of mind return. Shipping costs and custom duties (if applicable) are non-refundable in the case of return.

We recommend you use the original shipping box we used to post your items. Please ensure the box is filled completely with pellets and the products are not touching other products or the walls of the box. If the box makes noise when shaken or is unevenly weighted, there is a high chance the products will be damaged during transit back to us. We are unable to refund for damaged goods and will notify you if this occurs within 48 hours of the parcel's arrival at our location.

Once we have received the returned parcel it will be inspected to ensure it's in its original condition. If it is, your refund will be processed within 3-5 business days via the original payment method. 

Damages
In the unfortunate event that your parcel arrives damaged, please contact us immediately at hello@elphceramics.com within 48 hours of receiving your parcel. Please include the your order number and images of the damaged box and damaged item(s).

Store Credits
elph ceramics credits do not expire. If you would like help using outstanding credit, please send us an email.

Privacy Policy and Full Terms of Trade
You can view Shopify's full privacy policy and terms of trade at checkout. Please be aware that our website is hosted by Shopify, and we are bound also by their Privacy and data policy, which you can read here.