Frequently Asked Questions

What is your return policy?

Due to the nature of small-batch makes homewares cannot be returned for change of mind however, if there is a severe fault or crack in the ware then they may be returned.  Each homeware piece is carefully packaged in honeycomb wrapping, biodegradable corn filling, and placed into two boxes for extra durability and to minimise breakage. Upon receiving your order, we kindly request that you conduct an inspection. In the rare event that your order sustains damage during transit, please notify via email within 48 hours of receipt, attaching a photograph of the damaged item. We are committed to promptly arranging a replacement or refund for you. Please keep in mind that refunds may take time to reappear in your account. A confirmation of the return transaction will be emailed to you. 
​Kindly take into account that each piece is crafted by hand, which means it will exhibit both inherent and deliberate variations. The markings and indentations are purposeful and possess a unique handmade charm.
Should you have any inquiries, we encourage you to reach out to info@tanoearthenware before placing an order. 
​For any further queries about returns please also email info@tanoearthenware.com

What is the delivery period and how much does it cost?

Posting orders will occur on Mondays and Thursday through Sendle or Aust Post and should arrive within 7 to 10 days if posting to a main city or up to 15 days if in regional or remote. If there are any delays in posting then an email will be sent.
Great care and time are taken to ensure you receive your homeware in one piece so therefore, there is a have a flat rate of $15.00 for any orders delivered within Australia

What if my homeware arrives broken or damaged?

We are sorry to hear that your homeware is broken or damaged! Safe and secure packaging is guaranteed once a homeware is posted however, how the wares are handled in the delivery process unfortunately cannot be. Please send us an email to info@tanoearthenware.com and tell us more about it. Please photograph the damaged ware and attach it to your email.  Once the email is received we will offer you a new replacement ware or refund your money along with the shipping costs. 

Please note, however, that each piece is hand-built and not replicated or duplicated to be the exact same so there will be differences between each piece even with the same design.

Ceramic Care

As each piece has been handcrafted and decorated or adorned it is recommended that they are hand-washed and not put through a dishwasher or a microwave. 

​All platters and plates are food-safe and may be eaten off. 

Commission or Custom Orders

Unfortunately we are unable to take custom or commission works at this time.

Extra Shipping Information

Orders throughout Australia

All orders placed on the website are sent from our studio in Naarm (Melbourne) every Monday and Thursday.

Orders are sent mostly via Sendle to all major cities or via DHL depending on your location. 

​All orders are sent with tracking, so you can see when they will arrive. If your order is delayed please contact us and we will follow this up for you immediately.

​ We cannot be liable for any lost, stolen or returned packages once the item has been transferred to the shipping carrier and can not be responsible for any additional shipping charges that may incur if the package is returned due to customer absence, error in shipping address or package refusal.

​Please note orders cannot be shipped to Postal Boxes.

International Orders

Unfortunately, international orders and shipping are not available at this time.

Local Pickup

If you are located within Naarm (Melbourne) we can arrange for a pickup our studio in Coburg. ​Please select this option in the order form. You will be emailed asking for suitable times for collection, and collection usually takes 2-3 business days after the order has been placed. Please collect your order within 10 business days from when it is ready, as we do not have the space to store orders.