Shipping, returns & export
Delivery & shipping information
Currently this website is for Australia, America, Canada , United Kingdom and Europe only, however, if you're from overseas please contact us directly at firstname.lastname@example.org and we'll assist any way we can.
Not all items are in stock at all times. As soon as your order is received we'll let you know by next business day when your order will ship, however, if not in stock please allow up to six (6) weeks for your piece/s to be made and delivered.
Goods will be shipped using local or international carriers and, if goods are in stock, normally sent within 1 business day. We use regular mail and cannot arrange special delivery or collection of items.
Shipping in the UK: 1 - 2 business days
Shipping in Europe: 3 -9 business days
Standard International: 2 - 10 business days
During peak holiday periods, such as Xmas, please allow up to an additional 10 days to our delivery time.
Faulty or broken items
We happily refund or replace if an is faulty or broken.
Faulty is when the item:
- has a problem that would have stopped someone from buying the item if they had known about it
- is unsafe
- is significantly different from the sample or description
- doesn’t do what we said it would, or what you asked for and can’t be easily fixed.
Alternatively, you can choose to keep the faulty item and we will compensate you for any drop in value. If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement.
Do not send us broken items! If your item/s arrive broken please email us a photo of the broken good/s within seven (7) days of receipt to arrange a replacement or credit voucher.
Distance selling refunds & returns policy
Under the UK and EU distance selling law, we are required to offer a refund or exchange service for items purchased online, by mail and by telephone. Customers have the right to full refund on any order up to 14 days after the sale. Sales of this kind are known as ‘distance selling’.
mud australia Limited will refund the cost of the sale to customers if they goods are returned within 14 days of receiving them. No reason needs to be given, however, the customer needs to provide proof of purchase (either sales receipt or a bank statement) and goods must be received by mud australia in the condition they were sent. The customer is also responsible for the returned postage fee.
Please return any items, carefully re-wrapped, to:
mud australia Limited
11 Porchester Place
London W2 2BU United Kingdom
Breakages and delays disclaimer
mud australia Limited will not take responsibility for any breakages after the order has been delivered in good condition. We are not responsible for any delivery delays after the order has left our studio or due to any circumstances beyond our control.
All of mud australia Limited products are foodsafe and exported under the Customs Tariff Code 6912 009090 (Ceramic Tableware). Any taxes or duties incurred on the goods, including customs excises and import taxes, are the customer's responsibilities.