Shipping policy
SHIPPING POLICY
Last updated: July 7, 2026
Shipping is arranged separately.
The listed price is for the work only. Shipping, handling, insurance, signature confirmation, customs duties, taxes, brokerage fees, carrier fees, and destination charges are the responsibility of the purchaser unless expressly stated in writing by Silverwood Ceramics.
SHIPPING ARRANGEMENT
Shipping costs are determined by destination, package size, package weight, declared value, carrier requirements, and insurance availability.
Silverwood Ceramics selects shipping methods based on the nature, value, fragility, and destination of the work.
Not all carriers or service levels are appropriate for all works. Silverwood Ceramics may require a specific carrier, upgraded shipping, additional insurance, or signature confirmation at its discretion.
For certain works, shipping may be quoted after purchase or invoiced separately before shipment.
PROCESSING AND PREPARATION
Orders are processed Monday through Friday, excluding public holidays and studio closures.
Preparation times vary based on the work, packaging requirements, destination, declared value, carrier requirements, and insurance availability.
Gallery Editions, one-of-one works, fragile pieces, and high-value shipments may require additional preparation time.
Processing and preparation time does not include carrier transit time.
DELIVERY ESTIMATES
Delivery dates and transit times are estimates only and are not guaranteed.
Silverwood Ceramics is not responsible for delays caused by shipping carriers, customs processing, weather, holidays, labour disruptions, incorrect shipping information, building access issues, unpaid import charges, or events outside its reasonable control.
Once an order has been transferred to the carrier, delivery is subject to the carrier’s handling, timing, terms, and policies.
SHIPPING ADDRESS
Purchasers are responsible for providing a complete and accurate shipping address before shipment is arranged.
Address changes may not be possible once an order has entered processing, packing, shipment preparation, or carrier handoff.
Where an address change is possible, additional shipping, handling, carrier, customs, or administration charges may apply.
Silverwood Ceramics is not responsible for orders delayed, returned, lost, or misdelivered because of incorrect or incomplete address information provided by the purchaser.
If an order is returned because of incorrect or incomplete address information, the purchaser is responsible for any additional costs required to resend or resolve the shipment.
TRACKING AND SIGNATURE
Tracking information will be provided when available.
Signature confirmation may be required at the discretion of Silverwood Ceramics.
Purchasers are responsible for ensuring that someone is available to receive a shipment requiring signature.
LOST, STOLEN, OR MISDELIVERED PACKAGES
Silverwood Ceramics is not responsible for packages marked as delivered by the carrier but reported as missing, stolen, or misdelivered.
If a package is marked as delivered but cannot be located, purchasers should check with household members, neighbours, building staff, concierge, parcel lockers, mailrooms, and the local carrier office.
Where appropriate, Silverwood Ceramics may assist with a carrier investigation. Carrier delivery scans, claim decisions, and investigation results may determine the available outcome.
DAMAGED OR INCORRECT ORDERS
Please inspect the shipment immediately upon delivery.
If an order arrives damaged or incorrect, contact Silverwood Ceramics within 48 hours of delivery at hello@silverwoodceramics.com with the order number and clear documentation of the issue.
To assess the claim and, where applicable, submit a carrier claim, Silverwood Ceramics may require:
- clear photographs of the damaged or incorrect item;
- clear photographs of the outer shipping box;
- clear photographs of the inner packaging;
- clear photographs of the shipping label;
- clear photographs showing the item, packaging, and shipping label together in one frame; and
- video documentation where reasonably necessary.
The item and all original packaging must be kept until the claim has been resolved.
Claims may be delayed or denied if the item, packaging, or required documentation is unavailable.
Submission of photographs or video does not guarantee a refund, replacement, credit, or claim approval.
INTERNATIONAL ORDERS
International purchasers are responsible for all customs duties, VAT, import taxes, brokerage fees, tariffs, carrier handling fees, and local delivery charges applied by their country or carrier.
These charges are not collected by Silverwood Ceramics unless clearly shown and collected at checkout or invoice.
It is the purchaser’s responsibility to ensure that the work can be legally imported into the destination country.
Silverwood Ceramics is not responsible for customs delays, unpaid import charges, destination-country processing requirements, carrier collection procedures, or fees charged after shipment.
Refused packages, abandoned packages, unpaid customs charges, or orders returned because import charges were not paid are not eligible for refunded shipping costs.
Any return shipping, carrier fees, customs charges, brokerage fees, or unrecoverable costs may be deducted from any refund otherwise available under the Refund Policy.
MULTIPLE ADDRESSES
Orders cannot be shipped to multiple addresses.
Separate orders are required for separate delivery addresses.
CONTACT
For shipping questions, contact: