About Shipping
Shipping InformationCalm, clear, and transparent — just as it should be.At Ash & Clay, we want your experience to feel effortless from the moment you place your order to the moment your pieces arrive at your door. Our products are crafted with care, and we ship them with the same level of attention.1. Processing TimesAll orders are processed within 1–3 business days.Handmade, pre-order, or back-order items will include expected dispatch timelines on their product pages.2. Shipping Within Australia OnlyWe currently ship Australia-wide only using trusted carriers such as Australia Post, Sendle, and StarTrack.Standard Shipping3–7 business days (slightly longer for rural or remote areas)Express Shipping1–3 business days (available for most orders)Shipping costs are not calculated automatically at checkout —
they are issued separately via Pro Forma Invoice (see Section 4).3. Packaging & SustainabilityWe take great care to ensure your pieces arrive safely and responsibly:Fragile items wrapped individuallyRecyclable and biodegradable packaging where possibleReinforced boxes to protect ceramics, glass, and heavy piecesEvery order packed by hand with careOur materials-first philosophy extends to the way we pack and ship.4. Shipping Costs & Pro Forma InvoiceTo ensure you pay the correct shipping cost (not an automated estimate), all orders are billed using a Pro Forma Invoice.The process is simple:You place your order on our website.We calculate the exact shipping cost based on weight, volume, fragility, and distance.We email you a Pro Forma Invoice that includes:Shipping chargesAny additional protective packaging fees (if required for fragile items)Your order summaryOnce the invoice is paid, your order is dispatched.You receive a tracking number by email.This ensures accuracy, fairness, and transparency with every shipment.5. Tracking Your OrderOnce your order ships, we’ll email you a tracking number.
Tracking updates may take up to 24 hours to appear, depending on the carrier.6. Damaged or Missing ItemsIf your items arrive damaged, please contact us within 48 hours of delivery with:Your order numberPhotos of the damaged item(s)Photos of the packaging (inside and outside)We will arrange a replacement, store credit, or refund depending on the situation.7. Contact UsFor questions about shipping, pro forma invoices, or special requests, contact: hello@ashandcly.com.au We’re here to help.
