Refund policy

1. Overview
Each piece is handmade, packed, and shipped with great care. Because our work is made in small batches, please allow for reasonable production and handling time before dispatch.
We currently ship within South Africa and to select international destinations.

2. Processing Times
- Ready-to-ship items: Usually dispatched within 3–5 working days of receiving your order and payment.
- Made-to-order or custom commissions: Please allow 2–4 weeks for production before shipping (unless otherwise stated).

You’ll receive an email notification once your order has shipped, along with tracking details.

3. Shipping Rates
Shipping costs are calculated at checkout and depend on your location and parcel size.
- South Africa: Delivery usually takes 2–5 working days once dispatched.
- International: Delivery time varies by destination, typically 10–20 working days, excluding customs processing.
Please note: Import duties, customs fees, and taxes for international shipments are the buyer’s responsibility.

4. Packaging & Sustainability
We take pride in thoughtful packaging that protects your ceramics while staying kind to the environment.
Whenever possible, we use recyclable, compostable, or reused materials — always ensuring your pieces arrive safely and beautifully presented.

5. Damaged or Lost Parcels
All parcels are carefully packed and tracked.
If your item arrives damaged:
- Please contact us within 48 hours with clear photos of the item and its packaging.
- We’ll assess the claim and offer a replacement, refund, or store credit, depending on stock and availability.

If your parcel is lost in transit, we’ll open an investigation with the courier and keep you informed every step of the way. Once confirmed lost, we’ll offer a suitable resolution.

6. Local Collection (Optional)
If you’re nearby, you may choose studio collection at checkout (when available).
We’ll contact you to arrange a convenient pickup time once your order is ready.

7. Incorrect Address or Failed Delivery
Please double-check your shipping address at checkout.
If a parcel is returned to us due to an incorrect address or failed delivery, the buyer is responsible for additional shipping costs to resend the parcel.

8. Contact Us
If you have any shipping questions or special delivery requests, please reach out: zarukadesign@gmail.com