FAQ and Shipping

Here you can find answers to any questions you might have, if the information isn't here please send me an email at oepancollection@gmail.com and I will get back to you as soon as possible.

 

Do you use eco-friendly packaging?

Orders are sent with unbleached tissue paper, compostable starch puffs and in recycled brown boxes with cellulose tape. All of these are compostable. However the thermal printed courier label and the fragile stickers are not compostable, so these need to be removed prior to composting.
On occasion I will re-use boxes, so some tape on them may not be compostable, however in case of this I will make a note on your box to let you know. If you do not want me to send your items in a re-used box please leave a note at the checkout.


How much is New Zealand shipping?

All items are shipped on a tracked service New Zealand wide. North Island delivery is overnight and $15 flat rate (extra charges for rural delivery).  South Island delivery is up to 2 days and $17 flat rate (extra charges for rural delivery). For rural delivery add 1-2 days.

All New Zealand orders will receive a tracking number, and are delivered with signature required. Please leave a note at the checkout if you do not wish to sign for your parcel.


How long will it take to dispatch my order?

As I'm only one human doing a multitude of different jobs, I aim to get orders on the courier within 7 working days. If you require urgent shipping for any reason, please contact me before placing your order and I will let you know if that will be possible


The item I have ordered is on back order, what does this mean?

Back ordered items can mean they are at any stage in the ceramic process from not made yet, through to only needing the final firing. All back ordered items aim to be filled in less than 4 weeks, but can however take up to 6 weeks. If you are needing something by a particular date (e.g birthday gift), please send me an email at oepancollection@gmail.com to find out exactly how long a particular item will take to complete.


What’s your return policy?

If your product is faulty or arrives broken please make contact and send photos as soon as possible to oepancollection@gmail.com. I will replace or refund any items where applicable under the Consumer Guarantees Act.


Do you ship overseas?

Yes, we’ll ship your package anywhere that can accept deliveries. For International shipping please enter your information at the checkout and leave a note if you would prefer tracked, otherwise I will assume non-tracked service. I will check the shipping prices and email you back with a quote. Please be aware that often international shipping from New Zealand is expensive.


Where is local pick up from?

Local pick up is from Ngaruawahia. I don't have a public studio for shopping currently, but if you have any questions about my current stock (i.e something you have seen at a market but can't find online) please send me an email at oepancollection@gmail.com and I will be happy to help.


Is my item dishwasher and microwave oven safe?

All items that do not have any gold/silver/copper luster on them are dishwasher and microwave safe. Please note that while the takeaway cups are dishwasher safe, please be careful about what you put beside them as a small chip to the flared rim can mean it no longer will seal with the lid and may leak.