Customer policies

Handmade Nature

All Topsy Ceramics pieces are individually handcrafted. Small variations in colour, size and form are normal and part of the character of handmade porcelain. These variations are not considered faults.

Orders, Deposits & Lead Times

All lighting is made to order.

Our current lead time is 8–10 weeks.

A 50% non-refundable deposit is required before production can begin.
The remaining 50% balance must be paid before your order is shipped.

If you need your order sooner or have a deadline, please contact us before purchasing and we’ll do our best to help.

Pricing & Payment

All prices are listed in AUD and may change without notice. An order is considered confirmed once the 50% deposit has been paid.

Shipping & Delivery

Each piece is carefully packaged to ensure safe delivery.
Once dispatched, shipping timeframes depend on the courier. Topsy Ceramics is not responsible for delays caused by third-party carriers, but we will always assist where possible.

If your piece arrives damaged, please notify us within 48 hours with photos of the packaging and item so we can resolve the issue promptly.

Returns & Exchanges

Because each piece is made to order and fragile, we do not accept returns or exchanges unless the product is faulty. If you have concerns about your order, please contact us — we’re always here to help.

Electrical Compliance

All lighting is assembled using compliant electrical components.
Installation must be carried out by a licensed electrician. Topsy Ceramics is not responsible for damage or issues caused by incorrect installation or misuse.

Warranty

Topsy Ceramics offers a 12-month warranty covering manufacturing faults in both the ceramic and electrical components of your lighting piece.

What is covered

Manufacturing defects in ceramic components
Faults in electrical parts supplied by Topsy Ceramics

What is not covered

Damage caused by incorrect installation or handling
Misuse, accidents, or modifications
General wear and tear
Natural handmade variations such as slight colour or size differences

If you believe your item has a warranty issue, please contact us with your order details and photos. We will assess the issue and organise repair, replacement or refund where appropriate.

Shipping Policy

We ship domestically and internationally. Shipping costs are calculated at checkout or quoted directly for custom orders.

All items are packaged securely. Although we take great care, damage can occasionally occur in transit. If this happens, please contact us within 48 hours so we can organise a replacement or refund.

Once shipped, delivery timelines are outside of our control. We will provide tracking details so you can follow your parcel’s journey.

Returns Policy

Due to the made-to-order and fragile nature of our ceramics, we do not accept change-of-mind returns.

Returns or replacements are only offered for items that arrive damaged or faulty. You must notify us within 48 hours of delivery with photos to assist with assessment.

We’re committed to ensuring you love your piece, so if you have any concerns at all, please reach out.

Last updated: 14 November 2025

Topsyceramics (“we”, “our”, “us”) is committed to protecting your privacy. This Privacy Policy explains what information we collect, why we collect it, and how it is handled when you visit our website or contact us.

1. Information we collect

We only collect the personal information you choose to provide, which may include:

Name
Email address
Phone number

This occurs when you submit a message through our contact form.

Our website is hosted by Wix, which may automatically collect basic technical data such as:

IP address
Device and browser information
Cookies for website functionality and performance

This information is collected by Wix to help the website operate securely and effectively.

2. How we use your information

We keep things simple:

We use your contact details only to respond to your message or enquiry.
We do not use personal information for marketing.
We do not sell, trade, or share your personal information for commercial purposes.

3. How your information is stored

Our website is hosted on the Wix platform. Your information may be stored on Wix’s secure servers. We only access your information if you contact us and we need it to respond.
We do not keep your information longer than necessary and delete it once it is no longer required.

4. Cookies and website analytics

Wix uses cookies and similar technologies to:

Enable website functionality
Improve performance and security
Provide basic analytics

You may disable cookies in your browser settings if you prefer.

5. Sharing of information

We only share information with:

Wix, as our website host
Service providers required to operate the website (e.g., contact form hosting, security tools)

We do not share personal information with any third parties for marketing or advertising.

6. Your rights

You may:

Request access to the personal information we hold about you
Ask us to correct or delete your information

To make a request, please contact us using the details below.

7. Contact us

If you have any questions about this Privacy Policy or how your information is handled, please contact us at: topsyceramics@yahoo.com.

8. Updates to this policy

We may update this Privacy Policy from time to time. Any updates will be posted on this page.