Frequently asked questions

Q

How do I place an order?

A

As everything is made to order, please email or call us to place yours. This will give us a chance to discuss your specific requirements such as time sensitivity.

Q

Is everything made to order?

A

Yes! We hold some stock of unglazed pottery which is ready to be finished to customer specifications. Pieces will be individually hand finished upon receipt of order.

Q

How long does it take to make the product?

A

It generally takes 3 to 5 weeks to complete your order but this will depend on the size and nature of your order and how busy we are at the time. If your order is time sensitive please give us a call and we’ll do our best to accommodate your requirements. If you’re in the exploratory stages of a new project, we’d love to hear from you so we can see how we might be able to help you and schedule any work required.

Q

How does pricing work?

A

All prices on our website are recommended retail prices excluding GST. If you are a chef or restaurant owner hospitality discounts will apply

Q

Is the product dishwasher, microwave, and oven safe?

A

Our pottery is safe to use in domestic and commercial dishwashers. It is also safe to use in microwave ovens, but the dishes must not be empty. Our tableware pieces are not intended for use as cooking vessels and should never be exposed to heating from only one side, e.g. hob, BBQ, grill or flame. Please avoid placing cold items in hot dishes and never transfer pieces from the freezer to an oven or microwave. Very hot pieces should not be placed on cold surfaces or into cold water.

Q

Is it safe to put the product in the freezer?

A

While we don’t make storage vessels, it is safe to put our pottery in the freezer but this item should never go straight into an oven or microwave until it has warmed to room temperature. Our tableware should not be exposed to sudden changes in temperature as this may cause the piece to crack.

Q

What do you mean the product has been made to hospitality standards?

A

Our pottery is made by skilled craftsmen and technicians, following best practice for high quality cater-ware. The vitreous stoneware body partnered with attractive glazes and high firing temperatures produce a result that is supremely durable and stunningly attractive. Our stoneware clay is completely vitreous (non-porous) resulting in excellent strength, and chip resistance. Our production team have produced tens of thousands of pieces of tableware for other brands within the industry which are well respected for their durability.

Q

Do you offer an edge chip guarantee?

A

Whilst our products are extremely chip-resistant we do not offer an edge-chip warranty. This is only because all products are made to order and are not backed up by thousands of identical stock items from which replacements can easily be supplied. Nonetheless we stand by our product and will refund or replace any that have not performed to our high standards.

Q

Why is there variation from piece to piece?

A

We’ve especially created a range of pottery that feels handmade and variation in finishes is part of the charm. As each piece is individually hand finished in our NZ studio, the variations can occur spontaneously based on the glazing process, and where they are fired within the kiln. We love the fact that no two pieces are the same and we’d encourage you to embrace the variation as well. If you are reordering and a close match is important to you, please send us a photograph or a sample of what you have so we can ensure the closest possible match with your previous order.

Q

How do I reorder to get a close product match?

A

Reference your last transaction and send a photograph or sample if a close match is important. As always, there will be a natural degree of variation across products.

Q

Does your ware show knife marks?

A

Some matte glazes may be prone to cutlery marking which is usually removeable with products like Barkeeper’s Friend Cleanser. Coloured glaze shows scratching more readily and reasonable care should be taken when stacking ware.

Q

What happens if pieces break in transit?

A

If parcels are received damaged or damage is suspected, please either unpack this in the presence of the carrier or sign as ‘packaging damaged, received subject to inspection’ or something similar. Please let us know as soon as possible so we can make contact with the carrier. We’ll either refund you or replace these items free of charge.

Q

Do you accept returns?

A

As all product is individually hand made to your specifications we do not accept returns. We are happy to provide samples in your chosen finish before completing the order to ensure that you receive what you are expecting. There will however always be an element variation in the finishes which we think gives our pottery its charm.