Shipping, Refunds, + Returns

Shipping:

shipping usually takes 3-4 business days from when your order is placed, however during busy event periods, it may take up to 10 business days. please advise us if there is a date requirement for your order after placement so we can give you an eta.

your shipping label may be created a few days before we can get to the drop off location. please don’t worry! It will still be shipped within the 10 day time frame, unless you’re notified by us.

you'll receive email updates of your tracking as each step progresses .

why is there sometimes a 10 day delay? Thats slow?

honestly, I get that. Access to a courier service that offers fragile shipping for ceramics is an hour away from where we live in the hills and orders are dropped off to them on weekends typically, around other work and managing our property. We are occasionally unable to make a weekly weekend drop offs during busy periods like march-may and nov-dec (it's not often, but we like to be transparent), in which case your order shipment will default to the next Saturday or Sunday.


Returns + Refunds

  • no returns for change of mind or incorrect size
  • no returns, refunds or cash exchanges will be provided for Gift cards
  • no refunds will be provided on workshops for any reason other than the organiser cancelling, if you provide 48+ hours notice, we'll provide a credit for your workshop for future use. please email biesddesigns@gmail.com to let us know if you can no longer attend.
  • full refunds** will be provided on items that arrive damaged or broken (please see refund process below)
  • returns and exchanges: if you purchase an item that seems faulty i.e. loose thread on a t-shirt or an earring clasp that wont close, we'll organise a replacement of that item for you, and handle the returns process on a case by case basis, as it may not need to be shipped back to us to complete. please email biesddesigns@gmail.com with any return or exchange queries

 

Refund process:

  • please email biesddesigns@gmail.com with your order number, and photos of both the broken item and packaging as soon (as many as possible is ideal)
  • once this is received we'll lodge this with our courier company to begin our insurance process
  • you'll receive a refund in full within 7-14 business days
  • you must contact us within 15 days of your item being marked as delivered with the courier for us to complete this process.