Palinopsia Ceramics - Returns, Refunds & Exchanges

FAQ

Standard domestic shipping can take up to 5 business days. For deliveries to regional WA it can take up to 10 business days.

Foreign shipping could take up to 14 business days.

Due to global supply chain challenges, shipping times could be longer than usual. Christmas and peak seasons have a delayed delivery of up to 7 business days.
For standard shipping we offer a flat rate of $9.50 Australia Wide. Australian Post Express Shipping rates can vary depending on your region and are calculated at checkout.
Yes, we ship our products all over the globe.

Please note that free shipping promotions are not applicable for international orders and that shipping rates could vary depending on your region.

We ship Australia wide. For international orders with remote delivery addresses - please reach out and we can check for you.
Oh no! Sorry to hear your parcel was damaged. While we take a lot of care in delivering your parcel safely, sometimes things don’t go to plan.
To help us sort it out quickly, please email hello@palinopsia.com.au with photos of:
- all the packaging used (dividers, void fill, and boxes)
- the parcel label (clearly showing the reference number), and
- the damaged item.
We’ll then start the insurance claim and arrange your replacement. Please keep all packaging and the broken item until your replacement arrives, as our insurer may request additional photos if the first ones aren’t clear.

Unfortunately, we’re not able to offer repairs due to the nature of ceramics — once a piece is broken, it can’t be restored to its original strength or finish. Each item is handmade, so if something happens, the best option is to find a new piece you love from our collection.

Yep! We offer full and partial refunds on regular-priced items within 4 weeks of delivery for online orders and 4 weeks of purchase from in store orders. Unfortunately, sale items are final—no take-backs on those.
To be eligible for a return, your item needs to be unused, in the same condition you received it, and still in its original packaging (no mystery boxes, please).
To kick off a return, we’ll need proof of purchase. For online orders, that’s your order number or confirmation email. For in-store purchases, it’s your invoice—no need to dig through drawers; all our invoices are digital, so check your messages or emails.
A refund request can be submitted within 30 days after the purchase is made.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a week.
In the case when the product and packaging are undamaged and unused with all labels attached, you are eligible for a full refund.

In the case when a product has been used or arrives damaged, and the damage is not due to a product defect, you are not eligible for a refund.

When an order does not include free shipping, all shipping costs (including the return shipping) are handled by the customer.
When an order includes free shipping, only the cost of the return shipping is handled by the customer.
To send something back, pop it in the mail to: Palinopsia Ceramics 70 Darby Street, Cooks Hill, Newcastle, NSW 2300
You’ll need to cover the return shipping cost, and just a heads-up—shipping fees are non-refundable. If your refund is approved, we’ll deduct the shipping from your total.
Return times can vary depending on where you’re sending from, so hang tight!
We highly recommend using a trackable shipping service or adding shipping insurance. We can’t guarantee we’ll receive your return—or that it’ll arrive in one piece—so better safe than sorry!

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.
Yes, we accept online payments. All payment processing and vital customer information is quick, easy, and secure.
Learn more about our store's safe checkout experience (powered by Shopify) here.

We accept payments from major credit card companies like Visa, Mastercard, and American Express.

Shipping & Delivery