FAQ

How do I purchase?

The best way to purchase pieces is through our webshop. You may also visit our stockist page to see if the piece you are looking for is available at one of our retail partners.

If you are interested in a custom piece, please email the studio studio@jadepaton.com for more information. 

Are orders “Final Sale”?

Since Jade Paton (Pty) Ltd  is a small, independent business,  all orders placed will be a final sale. We cannot accommodate returns, refunds, or cancellations. Thank you for understanding.   

Can I change/edit my order after placing it?

If you email studio@jadepaton.com immediately, we can usually edit your order in time before shipping. If we don’t receive your mail in time before sending it out, we are not liable for sending out the item that was originally purchased.

The item I want is sold out, will you be making more? 

New collections will be released periodically showcasing new colour palettes and shapes.  Each range will be produced in limited quantities. We cannot guarantee that a sold out item will be restocked, but please feel free to email studio@jadepaton.com to inquire about commissions or future restocks.

Also, if you join our mailing list, you will receive email updates regarding new collections, sample sales, and product launches 

How long after I place my order will it ship?

Please allow 3 to 5 days for your order to ship. You will receive a tracking number as soon as your order has been collected by our courier partner.

Will the delivery of my order be delayed due to COVID-19? 

Since we are still in the midst of global pandemic, yes there may be delays with delivery of your order. People are shopping online more than ever, which is resulting in unprecedented high shipment volumes for couriers. We really appreciate your patience during this time. 

Will I be charged VAT & Duty charges to receive my piece?

Yes, If you are purchasing from a country whose borders charge duty to imported merchandise when importing from South Africa, you will be requested to pay for this fee by the courier service, which then pays your government. We are not liable for these charges and they cannot be reimbursed by Jade Paton (Pty) Ltd.


To calculate the expected cost, use the link below and enter  - 6912.00 as the harmonized code for ceramic vases: 
https://www.simplyduty.com/import-calculator.

 

I received a broken/cracked item in my order upon receiving it, how should I proceed? 

We pack every shipment with extreme care, but breakages can still occur during transit, although this is rare. If you receive a broken/cracked item, email studio@jadepaton.com immediately so that we can produce a replacement for you and start a claim. *Please provide detailed photos of the damaged item and the box it came in (inside & outside photos)*. Please note that you may have to repay duties/taxes for the replacement. Photos must be taken on opening of box on the day of receipt to be considered.


How can I track my order?

Once your order ships from our studio, you should receive an email with tracking information. If you did not receive a shipping confirmation email within 5 business days after placing your order, please contact studio@jadepaton.com.

 

Which delivery service do you use? 

For South African orders, we use The Courier Guy. For all international orders, we will use DHL Express World Wide. Both are door-to-door services.

Do you ship to PO Boxes?

Our courier services do NOT ship to PO Boxes.

Why is the shipping cost higher than I expected?

We have spent a lot of time refining the shipping process so that customers are paying the best rate to ship out their order. Shipping fragile, heavy ceramics requires extra protective packing materials, along with a larger box. The cost of shipping is generated based on destination, box size, and total weight of the package.

My package says “delivered” but I haven’t received it yet? 

There are a few steps that you can take to try and determine where your package is:

Contact your local DHL or The Courier Guy office, and ask to speak to someone directly. They may have more information on where it was left. 

Did one of your neighbours accidentally collect your package?

Is your mail area secure? Are packages left unattended where you live?

If you have done the above steps without success, please contact us at studio@jadepaton.com so that we can file a claim on our end. Please note that Jade Paton (Pty) Ltd  is not liable or responsible for packages that have been stolen or left unattended. Only after we receive a refund from the shipping company can we ship you out a replacement. 

 

How do I care for my ceramics?

To clean your piece, please use clear soap and hand wash. Magic erasers will almost always remove a mark left by floral debris .We urge customers to hand wash their ceramics in lukewarm water, which is more gentle than a dishwasher. A dishwasher can permanently damage glazes and cause discoloration. We don’t recommend keeping ceramics outside during cold temperatures or placing them into freezers as they may crack or chip. All mugs, bowls, and plates are microwavable 

Do you do 2nd and Sample Sales?

We do an annual 2nds sale of pieces, but we always have 2nds in house that we cannot sell as 1sts due to glaze defects or superficial cracks. Depending on the severity of the issue, pieces are usually sold at a 15%-50% discounted price. If you are interested in a 2nd outside of a publicly announced sale, please email studio@jadepaton.com to inquire.

Are the ceramics food safe?

All mugs, bowls and jugs are food safe and you can drink hot/cold beverages out of them. Vases serve for decorative use only and may be glazed in a finish that is not food safe.