Thank you for shopping with pottedcraft (www.pottedcraft.com). We provide crafted ceramic and cement succulent planters directly to our European customer base. This policy outlines our internal fulfilment procedures, transit timeframes, and standard shipping practices to establish clear expectations for all orders.

Order Processing and Fulfilment Our internal team directly manages all fulfilment workflows to maintain oversight of your physical items prior to dispatch. Once an order is submitted, please allow 1 to 3 business days for processing, quality inspection, and packaging. Orders are packed and dispatched from our primary Australian facility. Please note that processing does not occur on weekends or public holidays.

Shipping Methods and Timeframes We cater exclusively to the European market and utilise priority transit services through established logistics partners, including DHL, FedEx, and UPS.

  • Standard Transit Time: 4 to 11 business days (applicable after the initial 1 to 3 business days processing period).

The total time from the moment an order is placed to the final delivery encompasses both the processing period and the shipping timeframe. We aim to meet these timelines consistently; however, external logistical variables may occasionally impact final delivery dates.

Order Tracking and Status Notifications To keep you informed of your order’s progression, our system automatically issues status updates to the email address provided at checkout. You will receive automated tracking notifications at the following critical milestones:

  • Upon initial dispatch from our facility.
  • When the parcel arrives at a regional logistics processing hub.
  • During the final local delivery routing phase.

Delayed Parcels and Investigations We monitor transit times closely. Should your order exceed the standard shipping timeframes outlined above, please contact our administrative team. We will immediately initiate a formal investigation with the respective carrier. Upon concluding the investigation and based on the factual circumstances of the delay or loss, we will determine an appropriate resolution, which will include offering a full refund or dispatching a replacement order.

Customs, Duties, and Import Taxes As our goods are shipped from Australia to destinations within Europe, orders may be subject to local import duties, Value Added Tax (VAT), and customs clearance assessments upon arrival in the destination country. The customer, as the importer of record, is solely responsible for the payment of any applicable import liabilities. Delays resulting from customs processing are outside of our direct operational control.

Incorrect Delivery Information Customers are responsible for reviewing their shipping information carefully prior to purchase. If a parcel is returned to our facility due to an incorrect or incomplete address provided during checkout, we will contact you to arrange reshipment. Additional postage costs may apply to re-route the parcel.

Contact Information For any enquiries regarding this Shipping Policy, your specific delivery, or general administrative matters, please reach out to our team: