Returns

The short version: if a piece arrives broken or faulty we will replace it or refund it, and you will not pay return postage. If you have simply changed your mind, we do not offer a return as a matter of course — but talk to us anyway.

If something arrives broken

Pottery occasionally does not survive a courier. Tell us within 7 days of delivery and send a photograph of the piece and its packaging, and we will replace it or refund it. Please keep the packaging until the matter is settled — couriers ask for it. You do not pay return postage on a piece that arrived damaged or faulty.

Your rights under the Consumer Guarantees Act

Goods we sell to consumers come with guarantees that cannot be excluded. They must be of acceptable quality, match their description, and be fit for the purpose they are ordinarily supplied for. If a piece fails a guarantee you are entitled to a repair, replacement or refund, and to compensation for other reasonably foreseeable loss. Where the failure is substantial, the choice of remedy is yours.

These guarantees do not apply where goods are bought for the purposes of a business, or to damage caused by misuse, an accident, or ordinary wear.

Changing your mind

New Zealand law gives no automatic right to return an item simply because you have changed your mind, and because each piece is made by hand we do not offer this as a matter of course. If you have ordered the wrong thing, contact us — we would rather sort it out than have you keep something you do not want.

Getting in touch

Email contact@sherwoodpottery.com with your order number and, if the piece is damaged, a photograph of it and the packaging.

These are part of our terms of sale, which set out delivery, payment and the rest.