FAQs

How can I look after my ceramics?

All the ceramics in Kristina Cooke Studio are handmade by me! As they are handmade products they should be treated with care during use. Each product description will provide details about the materials and glazes used in each individual piece and any special care.

As a general rule any functional ware, such as mugs etc can be placed in the dishwasher. Yay! Although they will last longer if you handwash - mainly because the handling is gentler! I know it is in our house. 

Sudden changes in temperature (eg. from freezer to oven / from oven to cold bench) is likely to cause thermal shock, which will damage your ceramics. Always put cold items onto wire racking when placing into a hot oven. Always place very hot items onto either wood or cloth.

Slight irregularities in size, glaze and texture reflect the handmade nature of the product and should be embraced. 

 

Are these the true colours IRL?

The colours shown in the photos on this website are representational only. Actual colours on finished pieces may vary from colours displayed. Colours are mixed and applied by hand and will therefore always vary (which is part of the charm of handmade ceramics). Due to the slight temperature variations that can occur during the firing process or the position of the piece in the kiln, colours of glazes as well as the clay itself may vary between pieces.

Please note that due to the different settings in monitors the colours might also vary slightly from what you see on your computer screen. If you need any further clarification, please contact us before ordering.

 

How long does it take to receive my order?

Online orders are processed and dispatched within three business days then allow additional time for delivery.

All orders are shipped via Australia Post. Delivery timing may take up to:

Sydney 3 business days
Melbourne 3-8 business days
Rural and other states 8 business days
WA 10 business days

 

How can I ensure fast delivery?

Please ensure that the delivery details entered during checkout are correct. I cannot be responsible for orders delivered to an incorrect address provided to us by you. Shipping charges will apply for orders that have to be re-sent due to incorrect details provided. You will receive a tracking number from us once your order is on the way. It is your responsibility to ensure you will be able to receive the parcel. If a parcel cannot be delivered and has to be returned to us, re-delivery charges will apply.

If you have any queries or concerns regarding the delivery of your order, please do not hesitate to get in touch.

 

What if the item I order is not what I expected?

There is no need to worry. I do my best to represent each piece in it’s true beauty, through close-up photos and accurate descriptions of colour, materials and sizes. However, real life touch & feel can be hard to replace and I want you to love my ceramics as much as we do!

That’s why I offer our customers an exchange service*.  If you are not entirely satisfied with the goods purchased, for whatever reason, you can return them to me for an exchange. All I ask is that you inform me by email within 5 days of receiving the item and return the items within 10 working days from the date you originally received the order. (*Excludes any seconds sales)

Simply return the item(s) to the address below, in unused condition and in the original, undamaged packaging (or packaging of the same quality) and we will organise an exchange. Exchanges will not include the original postage & handling costs. Please keep in mind that until the goods are received in undamaged condition, the responsibility of the goods remains with you. We therefore recommend sending all goods via Registered & Insured Post, to ensure the goods can be traced and are insured whilst in transit.

Please allow up to 5 working days from receipt by us of your returned goods for your credit to be processed. Please note that return postage costs are the buyer’s responsibility and will be refunded only if goods are faulty or an error has been made on our part.

Delivery address:

Kristina Cooke Studio
144 Beryl Street
Coffs Harbour NSW 2450

 

What if my order arrives damaged?

I take great care in packaging the ceramics as safely as possible. Each piece is carefully wrapped and surrounded in cushioning (usually from reused packaging materials). In the unfortunate event where goods arrive damaged and/or faulty, please contact us within 24 hrs of the receipt of the goods.

I am committed to providing you with quality artisanal handcrafted ceramics so if something appears unusual with your purchase, I want to know about it straight away. I will of course fix any issue not caused by neglect free of charge. Please note that each piece is completely unique & so differences from the images provided as a guide is expected & not considered a fault. 

Please email info@kristinacooke.com with your order number and a photo of the breakage. A photo is necessary to reship your product. If your product is in stock it will be resent. If your order was a one-off piece I will be in touch to discuss timeframes regarding remaking or refunding.

Refunds will be issued if the goods are returned or proven lost by the shipping provider. We cannot refund orders in transit that are delayed for reasons beyond our control, like COVID.

 

How secure is your website?

For your security we do NOT store your credit card details on our website. All transactions are processed via the Shopify payment gateway. Shopify is PCI DSS compliant, and has invested significant time and money to certify their solutions as secure. So you can rest assured that your credit card details are safe. Our store's online checkout process is secured via a Bank level security SSL certificate. This means you are able to purchase with confidence, knowing your data is transmitted safely and securely every time.

Questions?

Please get in touch with me! I am here to help.

If you have any questions please get in touch via email info@kristinacooke.com or phone 0478 704 152