FAQ
Studio
Where are you based?
Henry & Tunks is a small home studio located in Maitland, NSW.
Finish
All our products are handcrafted therefore you may find slight imperfections or variations. These are considered an integral part of each piece and tell the story of the making process.
Recommended care for your item
All pieces are glazed with lead free, food safe glazes. All unglazed areas are vitrified and impervious to moisture, these areas are polished until smooth however any marks or stains can be gently cleaned with a cream cleanser (Jif). A good rule to follow is any substance that would stain fabric may stain your piece.
We recommend handwashing to prolong the life of your piece
Do not expose to thermal shock (drastic changes in temperature hot-cold).
Do you make custom work?
At this point I do not.
The process of making moulds is time consuming and (like most mould making techniques) only becomes feasible once a quantity of items is produced from the mould.
Due to this developing items for the range is a very considered process. I take a long time to think about what additions would benefit the range before committing to making any new moulds and subsequent pieces.
Are you taking on new wholesale accounts?
At this point I am unable to take on new wholesale accounts. This is a temporary halt to allow new production processes and manufacturing practices to be implemented in the studio.
I do not have a fixed time for the halt, but will be open to wholesale once I feel the studio can sufficiently fulfill new orders.
Payment
All prices are quoted in Australian Dollars. All payments are made via PayPal. You do not need a PayPal account to make a payment
GST
Goods and Services tax of 10% is payable on most items in Australia. The listed price for each item is shown including GST.
Shipping
Free shipping for orders over $150
Flat rate shipping $15
All items are shipped via Sendle or Australia Post. Orders usually ship within 2-3 business days. Shipping within Australia is a flat rate of $15 and free shipping for orders over $150. To ensure safe delivery all orders have a tracking number and require signature on delivery. You will receive a notification by email with a tracking number once your order is dispatched.
Please ensure that the correct mailing address details are entered during checkout - this includes your PayPal delivery address. Unfortunately we cannot be responsible for orders delivered to an incorrect address that has been supplied to our store. Shipping charges will apply to any goods that need to be resent due to customer error.
Breakages
If your item is damaged in the shipping process we will happily discuss a replacement or exchange. Please email your order number, the images of the broken piece including the packaging within 7 days of delivery. Also keep the broken piece until we are done with the claim.
Returns
We love what we make and want you to be happy as well. If you decide that our pieces are not what you expected or are not for you then we will accept the return within 7 days of delivery. Return postage is at the customers cost, and payment will be refunded when we receive the piece. Return address and details will be supplied upon request.
International Orders
We can ship internationally upon request. Please contact us for a shipping quote. Please note that international recipients are responsible for duties and taxes upon delivery. The international order is not refundable if customers refuse to pay the taxes or custom fees.