Company and Contact Information Q: Who is pottedcraft? A: pottedcraft (www.pottedcraft.com) is an Australian-based registered entity specialising in creative ceramic and cement succulent pots. We serve customers across the European region, operating in full compliance with European consumer directives.
Q: How can I contact customer support? A: For any order enquiries, please contact us via email at creative@pottedcraft.com. We aim to respond to all messages within 24 hours.
Payments and Transactions Q: Which payment methods are accepted? A: We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, and selected electronic wallets. All payment processes are routed through encrypted networks to process your transaction accurately and efficiently.
Q: When is my payment processed? A: Your selected payment method will be charged at the time of order placement. You will receive a confirmation email with your order details and payment receipt immediately upon completion of the transaction.
Fulfilment and Shipping Q: How long does order processing take? A: Order processing and internal fulfilment require 1 to 3 business days. During this period, our team prepares and packages your items for dispatch.
Q: What are the shipping times and carriers? A: We partner with established international carriers, including DHL, FedEx, and UPS Priority services. Standard transit time to European destinations is between 4 and 11 business days following dispatch.
Q: How can I track my order? A: You will receive automated email updates at the email address provided during checkout. These notifications are triggered at key logistical stages: when the order is dispatched, upon arrival at regional logistics centres, and during final local delivery.
Q: What happens if my delivery is delayed? A: Should an order exceed the standard 11 business day transit time, we will initiate an investigation with the relevant carrier. Based on the factual findings of the courier’s investigation, we will arrange a full refund or issue a replacement order.
Returns, Refunds, and Consumer Rights Q: What is your return policy? A: In accordance with European Union consumer protection regulations, customers possess a 14-day Right of Withdrawal. You may request to return your purchase for any reason within 14 days of receiving the goods. Please send an email to creative@pottedcraft.com to initiate the withdrawal process, and our team will provide the appropriate return instructions.
Q: What should I do if my item arrives damaged or defective? A: We carefully inspect items prior to dispatch; however, if you receive an item with defects or transit damage, please contact us via email within 14 days of receipt. You must provide clear photographic evidence of the issue in your email. Upon review of the photographs, we will process a full refund or issue a replacement order. You are not required to physically return the damaged item to receive your resolution.
Q: How long do refunds take to process? A: Approved refunds are processed back to the original payment method. The time it takes for the funds to appear in your account depends on your financial institution and payment provider, typically completing within a standard processing window of 3 to 10 business days.