Because We Care
At Wolf and Clay, we want to give our customers the most enjoyable shopping experience, one that will keep them coming back to our store time and time again. That’s why we believe that our store policies should be fair, clear and transparent. Below you’ll find a list of all our policies. If you can’t find the information you’re looking for - please don’t hesitate to contact us today!
Wolf and Clay Store Policies
We do our best to make sure our online listings are accurate, but occasionally accidents occur. If there is a problem with your order (for example, it is out of stock, or there was a pricing error) we may choose to contact you to discuss options in line with both of our rights.
When you purchase with us, you agree to the prices and conditions of sale at the time of purchase. If payment is not received, there is no sale. We currently accept online payments through Square and PayPal. When you make payment through these processors, you need to read and agree to their terms and conditions which are available at their websites. We’re not liable for any issues that arise when you use these facilities. We don’t store your card details, so if you have a payment issue, please contact the provider directly.
On occasion, we offer sales. You can only use one sale offer at a time; they are not valid in conjunction with other offers. They can only be applied within the stated times, or until sold out. Unless otherwise stated, discounts apply to full-priced goods. Coupons and discounts are not transferable or redeemable for cash.
We may issue a store credit at our discretion, subject to the Terms and Conditions of Sale. Store credit can be redeemed within 12 months of the date of issue, or it will be unable to be redeemed, replaced, or refunded.
We sell gift vouchers on our website. All vouchers are e-cards, sent either via email or you can book a ceramic workshop directly for your friend. It is your responsibility to safely secure these details. Vouchers can be used for any product or service purchased through our website. They can’t be refunded or redeemed for cash, including partial balances. They are valid for 3 years from the date of purchase.
Postage and Delivery
We post products to Australia and around the world. We use delivery service providers to ship our products to you.
You agree to pay the relevant postage fees calculated at checkout. If there has been a calculation error at checkout, we will contact you.
We process all sales within 2-3 business days, unless the item is a custom order. We thank you for being patient at peak times, when our handling period may vary – we are a one woman show!
Delivery times vary significantly. Please check the most up-to-date courier information at their website. We will provide you with tracking information for your order.
It’s very hard to ship your items to you if the address is wrong. Please contact us immediately if there is an error in your shipping address. If your order is returned to us by the courier, you will be required to pay for redelivery, or accept a refund of your goods minus any shipping fees and handling fees ($5.00) already incurred.
We’ll give you a tracking number once your item has been sent. Once it has been posted, it is in the hands of the courier, so you’ll need to contact them if there are any issues.
We package your goods with care, but if there happens to be damage to your items, please take photographs of the packaging and items so that we can follow this up with the courier.
When the delivery is made, risk passes from the courier to you.
Purchase of goods for delivery outside of Australia may be subject to import duties and taxes. You are responsible for paying these fees and we are not liable if you don’t pay them.
When Life Happens
There are things outside of our control, like extreme weather events, technical malfunctions, injury, illnesses and more. If something unexpected arises outside of our control, you agree that we may take longer than our expected dispatch time. If the delay is major, we’ll contact you to discuss a solution.
We do our best to make sure everything on our website is accurate and reliable when we publish it. Please note, there can be differences in screens showing colours of products. We’re not liable for any loss suffered because of information on our site, unless required by law.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law, which forms Schedule 2 to the Competition and Consumer Act 2010 (Cth) (ACL). If you are an Australian consumer for the purposes of the ACL, you are entitled to replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in these terms excludes any right, guarantee or warranty you’re entitled to by law, however we do exclude all other guarantees, conditions and warranties to the maximum extent permitted by law. We also specifically exclude liability for negligence.
Wherever possible, our liability for breach of any condition, warranty or guarantee is limited, at our option, to:
replacement of the product;
repair of the product;
payment of the cost of having the product repaired; or
such other fair and reasonable remedy as we are ready and willing to provide.
We won’t be liable for any consequential loss or damage or other direct or indirect loss or damage, except where we are unable to limit or exclude such loss under the ACL.
If for any reason the ACL doesn’t apply to an order you place with us (for example, if you purchase the product for re-sale with our authorisation or if you are purchasing from outside Australia), then we exclude all liability to you and we’ll only refund an order placed if we can’t fill it, if we think it’s reasonable to do so, or otherwise as agreed in writing. Please choose carefully as we do not offer refunds for change of mind.
To make an ACL-related claim, please contact us via our contact form.
Are only applicable if your items have arrived damaged. Please contact us immediately with photographs of the packaging and damaged items.
Making a purchase with us does not transfer intellectual property rights to you. We retain our rights to all material on the site.
We do our best to resolve any issues quickly and directly. If we’re unable to resolve it within 30 days we’ll go to mediation in QLD and split the costs equally. No Court or Tribunal proceedings will commence unless we’ve completed mediation first.
Any updates to Terms and Conditions will be published on our website, taking immediate effect.
If a Court in QLD/Australia finds any part of our Terms and Conditions void/unenforceable, only that part will be severed.
We can terminate this agreement at any time with notice to you. A refund will be issued for undelivered goods.
We’re governed by QLD laws. In the unlikely event of an issue, we want to resolve it directly with you. Please contact us first.
Last updated: November 2022.
Wolf and Clay is committed to providing quality services to you and this policy outlines our ongoing obligations to you in respect of how we manage your Personal Information.
We have adopted the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) (the Privacy Act). The NPPs govern the way in which we collect, use, disclose, store, secure and dispose of your Personal Information.
A copy of the Australian Privacy Principles may be obtained from the website of The Office of the Australian Information Commissioner at www.aoic.gov.au
What is Personal Information and why do we collect it?
Personal Information is information or an opinion that identifies an individual. Examples of Personal Information we collect include: names, addresses, email addresses, phone and facsimile numbers.
This Personal Information is obtained in many ways including correspondence, from your website, from media and publications, from other publicly available sources, from cookies and from third parties. We don’t guarantee website links or policy of authorised third parties.
We collect your Personal Information for the primary purpose of providing our services to you, providing information to our clients and marketing. We may also use your Personal Information for secondary purposes closely related to the primary purpose, in circumstances where you would reasonably expect such use or disclosure. You may unsubscribe from our mailing/marketing lists at any time by contacting us in writing.
When we collect Personal Information we will, where appropriate and where possible, explain to you why we are collecting the information and how we plan to use it.
Sensitive information is defined in the Privacy Act to include information or opinion about such things as an individual's racial or ethnic origin, political opinions, membership of a political association, religious or philosophical beliefs, membership of a trade union or other professional body, criminal record or health information.
Sensitive information will be used by us only:
• For the primary purpose for which it was obtained
• For a secondary purpose that is directly related to the primary purpose
• With your consent; or where required or authorised by law.
Where reasonable and practicable to do so, we will collect your Personal Information only from you. However, in some circumstances we may be provided with information by third parties. In such a case we will take reasonable steps to ensure that you are made aware of the information provided to us by the third party.
Disclosure of Personal Information
Your Personal Information may be disclosed in a number of circumstances including the following:
• Third parties where you consent to the use or disclosure; and
• Where required or authorised by law.
Security of Personal Information
Your Personal Information is stored in a manner that reasonably protects it from misuse and loss and from unauthorized access, modification or disclosure.
When your Personal Information is no longer needed for the purpose for which it was obtained, we will take reasonable steps to destroy or permanently de-identify your Personal Information.
However, most of the Personal Information is or will be stored in client files which will be kept by us for a minimum of 7 years.
Access to your Personal Information
You may access the Personal Information we hold about you and to update and/or correct it, subject to certain exceptions. If you wish to access your Personal Information, please contact us in writing.
Wolf and Clay will not charge any fee for your access request, but may charge an administrative fee for providing a copy of your Personal Information.
In order to protect your Personal Information we may require identification from you before releasing the requested information.
Maintaining the Quality of your Personal Information
It is an important to us that your Personal Information is up to date. We will take reasonable steps to make sure that your Personal Information is accurate, complete and up-to-date. If you find that the information we have is not up to date or is inaccurate, please advise us as soon as practicable so we can update our records and ensure we can continue to provide quality services to you.
This Policy may change from time to time and is available on our website.