FREQUENTLY ASKED QUESTIONS

If you have a question that isn’t anwered here, please get in touch, call us on 0409670285 or email hello@winterwares.com.au

Products

Are all of your products dishwasher safe?

YES! Have more questions about caring for the products? Check out our Care Guide.

Do your ceramics scratch?

Over time, a patina can develop on the surface of your pieces from cutlery marks. All matte and semi-matte ceramics are susceptable to it. These marks aren’t permanent and can be removed with a cream cleaner (I use and recommend Bar Keepers Friend).     

Do your ceramics contain any lead?

No. Our ceramics are all lead-free and food safe.

Do your candles contain parabens?

Our candles are 100% soy wax and are free from parabens, phthalates, and phenols. Woodland Trail is made with essenital oils and Morning Embrace, Summer evening and Gingerbread are made with fragrance oils. 

What do I do with my candle vessel after I've burned my candle?

Our ceramic candle vessels are refillable and repurposable. Get in touch if you’d like to have your candle refilled, refills cost $30. Or use it to hold pens, makeup brushes, kitchen utensils or a little bunch of flowers. 

How do I remove the wax when my candle is finished?

The wax will come out easily if it’s frozen, pop your candle vessel in the freezer for a couple of hours and it will come out easily. Then wash with hot soapy water. 

Ordering & Shipping

The product I want is on backorder, what does that mean?

Items on backorder need to be made, we are constantly updating stock as it’s made. Each piece in the Winterwares range is hand made, hand glazed and twice fired in a kiln, the process is slow and can’t be rushed. If you’re item is on backorder allow 2-3 weeks for making and then1-2 weeks for shipping.

What shipping methods are available?

All orders within Australia are sent via courier to a street address, we don’t ship to PO Boxes. International orders are sent via Sendle.

Is postage insured?

All care will be taken though any items lost in the post cannot be covered by Winterwares, please ensure your shipping address is correct. If you would like to purchase tracking and insurance on your order please contact us before purchasing.

Do you ship internationally?

Yes we do! Please contact us to request a shipping quote.

How long will it take to get my package?

Orders that are in stock are packed and shipped within 2 (working days) of purchase. Parcels shipped within Australia usually arrive 10 business days from shipping date. Products on backorder can take between two to five weeks.

Do you offer free shipping?

We offer free shipping Australia wide for all orders over $150.

How long will it take to get my order?

It depends on where you are. Orders processed here will take 5-7 business days to arrive. Overseas deliveries can take anywhere from 7-16 days. Delivery details will be provided in your confirmation email.

What if my products are damaged upon arrival?

We put a lot of care into packing your ceramics so they arrive to you safely. If anything in your order arrives damaged, send us a picture of the damaged goods to hello@winterwares.com.au within 7 days of receiving your order and we'll send you a replacement right away.

What should I do with the packaging my order arrived in?

he packing beads are made of corn starch and are 100% compostable. You can throw them in the garden and they’ll break down with water. In the hope that you’ll be able to reuse the fabric, we use calico for our gift wrapping. 

Payment & Returns

What Payment Methods Are Accepted?

Payment is made securely via Stripe or PayPal. All prices are in Australian dollars (AUD).

What if I’m unhappy with my purchase?

If you are unhappy or find a fault with your product, please contact me within seven days of receiving your item and I can arrange for an exchange. Return/exchange of items will be accepted provided the item is unused and in it’s original packaging. Alternatively a credit note can be arranged, valid for six months from the date of purchase. Please contact hello@winterwares.com.au within seven days of purchase notifying us of your intention to return/exchange the item. Returns will not be accepted after 14 days from date of delivery. Return postage will be at the customers expense. No returns on sale/sample items.

The beauty in the imperfections of handmade

At Winterwares no two items are made exactly the same, each item is handmade and may differ very slightly to the images and measurements online. Due to the handmade process, some variation in shape, glaze hue and size may occur from order to order. Every vessel is unique, featuring different curves and characteristics from the making and firing process. These irregularities in the finish are part of the character of the pieces and to be embraced as part of the aesthetic of handmade.

Workshops

Your workshops sell out so fast I can never get a ticket, what can I do?

Make sure you’re on the Winterwares mailing list and you’ll be the first to know when I have new workshop dates. You can sign up here if you’re not already. Another thing you can do is get together a group of friends (6 – 8 people) and I can hold a private workshop for you. Let me know some dates you can do and we can make it happen!

What do I make in the workshop?

The workshops change to reflect the seasons. During winter we make mugs, everyone needs a handmade mug for their hot chai in the cold months. In the summer series we make a serving dish. Check the details on the workshops booking page, they change seasonally. I teach the technique to make a piece and everyone creates the same thing, but they all look completely unique.

What is your refund policy?

Tickets are non-refundable, though you can transfer to a friend if you can’t make it.

I love your style of ceramics, can you teach me how to make plates and bowls just like yours?

I’m so delighted that you love the Winterwares range, thank you. This is my personal style that I’ve created and it’s important that you find your own style. The focus on the class is not about creating a certain piece or having a particular pre-determined outcome. I want you to draw your attention to the process of being in the moment rather than being worried about the end result. Winterwares workshops aren’t about learning specific pottery techniques, they’re about having the experience of relaxing in a beautiful, calming space. They give you the feeling of meditation through movement, the grounding practice of having your hands in the clay.

Do you have workshops for children?

My workshops aren’t suitable for children. There are some fantastic kid’s clay workshops at the Fremantle Art Centre in the school holidays that you could check out. Or you can buy one of my ‘clay at home kits’ and make pottery with your kids at home.