custom requests

Estimated Lead Time

• Estimated lead time for custom ceramic orders is up to 6 weeks, provided there are no delays or technical issues.
• This timeframe is an estimate only and is not guaranteed due to the nature of handmade ceramics and firing schedules.

Payment Terms

• Orders under R10,000: Full payment is required upon acceptance of the order. Production will only begin once payment has cleared.
• Orders of R10,000 and above: An 80% deposit is required upon acceptance of the order. The remaining 20% must be paid in full before collection or dispatch of the items.
• Delays in payment will result in delays to production and delivery, as materials and supplies are only ordered once payment has been received.

Important Terms & Conditions

Handmade & Custom Nature of Ceramics

• All items are handmade and custom-made, meaning no two pieces will be exactly alike.
• Minor variations in size, shape, thickness, texture, and finish are normal and expected.

Colour & Material Disclaimer

• Final colours are not guaranteed. Glaze colours can change significantly during firing and may differ from samples, reference photos, or expectations.
• The ceramic process is affected by kiln atmosphere, firing temperature, glaze chemistry, and supplier materials.
• Suppliers may change product recipes without notice, which can affect outcomes.
• Clay bodies may also vary in colour due to batch differences and firing results.
• While every effort is made to achieve the intended look, variations are an inherent part of ceramics.

Surface Variations & Imperfections

• Minor surface characteristics such as micro bubbles, pinholes, glaze movement, or subtle texture variations may occur.
• When ordering multiple items, slight differences between pieces are normal and expected due to the handmade process.
• These characteristics are not considered defects.

Cracks & Structural Integrity

• We will never release an item that is structurally unsound or unsafe for use.
• Surface or cosmetic cracks may occur and do not necessarily affect the function or durability of the piece.
• Cosmetic cracks are not considered faults and do not qualify for refunds or replacements.

Production Process & Time Requirements

• Ceramic production is highly time-intensive and cannot be rushed without significantly increasing the risk of failure.
• Once formed, an item may take up to 2 weeks to dry before bisque firing.
• Each item requires two firings, and each firing takes approximately 18 hours, including cool-down time.
• If an item cracks or breaks at any stage of drying or firing, it must be remade, which will extend the lead time.

Load Shedding & Power Interruptions

• Load shedding or power outages may return or occur without warning.
• Kilns cannot be fired at all during load shedding, which can significantly impact production schedules.
• The business is not liable for delays caused by load shedding or power interruptions beyond our control.

Delays & Liability

• Delays may occur due to kiln issues, material changes, supplier delays, power outages, breakages, or other technical challenges.
• The business is not liable for delays, changes, or variations resulting from these factors.
• Clients seeking exact, identical, or perfectly predictable results are advised not to order handmade or custom ceramic items.

Courier, Packaging & Collection

• Couriers must be arranged by the client unless otherwise agreed in writing.
• If packaging is required for safe or long-distance shipping, a separate packaging invoice will be issued.
• Due to the varying size and nature of orders, packaging materials are not kept on hand and can only be determined once the item is completed.
• For local collection, recycled packaging materials may be used at no additional cost as an eco-friendly option.

Uncollected Items

• Items not collected within 3 months of completion, without prior written arrangement, will be discarded or resold where possible.
• We have limited storage space and cannot store completed orders beyond this period.
• No refunds will be issued for uncollected items.

Acceptance of Risk

By placing this order, the client acknowledges and accepts:

• The unpredictable nature of ceramics
• That variations, delays, or changes may occur
• That the artist is not in control of all aspects of the ceramic process
• That refunds or replacements will not be issued for colour variation, surface characteristics, cosmetic cracks, or delays beyond our control

Cancellation & Refund Policy

• All custom ceramic orders are made specifically to the client’s requirements.
• The client may cancel an order in writing before payment is made and before any materials have been ordered.
• If the client cancels after payment has been made but before materials are ordered, a refund may be issued less a reasonable administration and planning fee, based on work already undertaken.
• Once payment has been received and materials have been ordered or production has begun, the client acknowledges that the order cannot be cancelled for a full refund. Payments made up to that point are considered non-refundable, as they cover materials, labour, and non-recoverable costs incurred on behalf of the client.
• In accordance with the Consumer Protection Act (CPA), a reasonable cancellation fee may be charged if an order is cancelled after material costs have been incurred or work has commenced. This fee will reflect actual expenses already incurred.