RETURNS AND FAQ

Returns & Exchanges

At Julie Bielefeld Atelier, each piece is thoughtfully handmade, making every object unique. We hope your piece becomes something you love living with.

Change of mind

As each piece is handmade in small batches, we do not offer refunds or exchanges for change of mind, incorrect selection or a change in personal preference. Please take a moment to review product descriptions, dimensions and details before placing your order.

Damaged or faulty items

Your piece should arrive safely and as described. If your order arrives damaged, faulty or significantly different from its description, please contact us at Enquiries@juliebielefeld-atelier.com within 48 hours of delivery, including your order number and clear photographs of the item and packaging.

We will assess the issue and work with you to arrange an appropriate remedy, which may include a replacement or refund, in accordance with your rights under Australian Consumer Law.

Please retain the original packaging until the matter has been resolved.

Handmade variations

Each ceramic piece is individually handmade, so subtle variations in shape, colour, pattern, texture and finish are part of its character. These natural variations are not considered faults where they are consistent with the product description and images.

Returns and shipping

Please contact us before returning any item so we can provide the appropriate instructions. Where an item is confirmed to be faulty or otherwise covered by a consumer guarantee, we will meet our obligations regarding return shipping and remedies under Australian Consumer Law.

For approved change-of-mind returns, where applicable, return shipping costs are the customer's responsibility.

Contact

For any questions about your order or our returns policy, please get in touch at Enquiries@juliebielefeld-atelier.com.

Thank you for supporting independent craftsmanship and handmade objects.

Julie Bielefeld Atelier

Frequently Asked Questions

Are your pieces handmade?

Yes. Each piece is individually hand-built in small batches. The process embraces the nature of working by hand, meaning no two pieces are exactly alike. Subtle variations in shape, colour, pattern and texture make each object unique.

Will my piece look exactly like the photographs?

We photograph our pieces individually as accurately as possible. As each object is handmade, slight variations may occur. These differences are part of the individual character of each piece.

Care & use

Are your ceramics food-safe?

yes, all mugs and plates are glazed with a food safe - lead free glaze. And are safe to use as drink and dinner ware.

Are your mugs dishwasher- and microwave-safe?

yes, all mugs are dishwasher- and microwave safe as well as oven friendly. As handmade ceramics can vary in construction and finish, we recommend handling them with care and avoiding sudden temperature changes.

How should I care for my ceramics?

Treat your piece with care and avoid sudden changes in temperature, direct impacts and rough handling. With a little attention, your ceramic object can become a life long lasting part of your everyday rituals.

Orders & shipping

Where do you ship?

Available shipping destinations and rates are displayed at checkout. Shipping rates are calculated on base of weight. For artworks, shipping will be part of the enquiry process as shipping differs per item.

Pick up in Byron Bay is possible upon request.

If you have a question about delivery to your location, please contact us before placing your order.

When will my order be dispatched?

Pieces in stock are generally prepared for dispatch within [2-4 business days]. And are shipped from our studio in Byron Bay.

Any made-to-order pieces will have their expected production timeframe listed in the product description.

How much does shipping cost?

Shipping costs are calculated at checkout based on your location and order weight. Any applicable shipping promotions will be displayed at checkout.

Can I change or cancel my order?

Please contact us as soon as possible if you need to make a change. Once an order has been processed or dispatched, changes or cancellations may no longer be possible.

Returns & exchanges

Can I return or exchange an item?
As each piece is handmade in small batches, we do not offer returns or exchanges for change of mind. This does not affect your rights under Australian Consumer Law.

What if my order arrives damaged?
We're sorry if your piece doesn't arrive as it should. Please contact us at Enquiries@Juliebielefeld-atelier.com within 48 hours of delivery, including your order number and photographs of the item and packaging. We'll make sure to create an appropriate solution.

Stockists & collaborations

Do you offer wholesale?

YES! We're always happy to connect with like-minded cafés, boutiques and creative spaces interested in stocking Julie Bielefeld Atelier.

We're currently selling our mugs at the Byron General Store and Combi in Byron Bay.

Please get in touch at Enquiries@juliebielefeld-atelier.com to discuss wholesale enquiries.

Can I collaborate with the Atelier?

For creative collaborations, press enquiries or other opportunities, please reach out via Enquiries@juliebielefeld-atelier.com. We'd love to hear from you!