Frequently Asked Questions
We’ve gathered a list of commonly asked questions for you here. If you can’t find the answer you’re looking for please get in touch.
Where are your products designed?
All P&P products are designed in Melbourne by our founder and Creative Director Shiàoh. Shiàoh works with a team of creative minds based all around Australia. P&P collaborate with Australian artists and other creative brands who share the same visions for special collections of products.
Where are your products made?
All P&P ceramic products are made in Jingdezhen, Jiangxi province, China. Shiàoh works closely with a network of ceramic professionals from, but not limited to: 3D artists, glaze specialists, moulding engineers, print craftsmen and firing technicians. We ethically source environmentally-friendly materials and are conscious of waste management. We treat our makers and craftspeople with respect and always ensure equitable recognition and compensation for their valuable work.
Where is my order shipped from?
Your orders are shipped from or can be collected at P&P’s Melbourne warehouse. Our warehouse team receives and hand packs your order with care. During the process we minimise unnecessary waste while also ensuring the quality of our packing services.
How often do you release new products?
P&P runs a collection-based product list. New collections can take time to release due to lengthy product-development processes. We encourage you to join our mailing list (sign up for our newsletter and 10% off your first order) for updates on new releases and other P&P news and information.
Are the colours and sizes of your products on the website accurate to the product I will purchase?
Our ceramic wares are crafted almost entirely by hand. Colours may, therefore, vary slightly on glazes from batch to batch due to season change or other environmental factors. Patterns may also vary due to their hand painted or printed nature, and sizes and weights may vary on fully hand-thrown wares.
We aim to capture the true colours and textures of our products on our website through product imagery. We always colour-correct photos against real products in post-production to present the most accurate digital representations of our products. While there will always be slight differences, we try our best to bring you product images that are true to form and colour.
Where can I find out about product materials, care instructions, dimensions and weight?
We provide product information under each product page, we recommend reading the Specifications and Care sections for details.
How do you pack my order?
We use recyclable and/or compostable materials to pack your order. Our products are firstly packed in individual or set packaging from the ceramic studios where they are made; then our warehouse team hand picks and packs your order into a mailing carton filled with protective packing materials for extra security. We may pack your order in two or more mailing cartons due to different product sizes.
We pack Click & Collect orders in a shopping bag, or in a carton if your order is heavy.
We also offer gift wrap your order, find out more here.
How long does it take to receive my order?
Please visit Shipping & Returns for details.
Do you sell Gift Cards?
Yes, we sell e-gift cards. You can purchase a P&P gift card here.
Can I visit your store or warehouse?
P&P is an online store with all orders shipped from our Melbourne warehouse. We do not have a physical store. But we offer Click & Collect, you are welcome to visit our warehouse to collect your order, when we notify you it is ready for collection via email.
Where can I buy your products?
You can purchase P&P products via our website. We are growing our list of stockists and will share more information in the future. Unfortunately, we do not sell products directly from our warehouse.
How do I contact you if I have a question?
Please contact us here or reach out to our Customer Care team via email customercare@poppyandpepper.com.au should you have any questions before or after purchase; or, if you have any feedback to share with us. We strive to improve our customer service and will expand to phone call and live chat services as our business grows.
How do I get updates on out-of-stock products?
The handcrafted nature of our products means we only produce them in small batches. Popular products can be sold out while more are being made. You’re welcome to contact us here to find out about a particular product you wish to purchase.
How often do you do sales?
As a young business that believes in pricing our products fairly, always, we don’t schedule regular or seasonal sales. We do, however, ensure our sales events are carefully considered and that customers are advised ahead of time via our website, newsletter and social media platforms. We encourage you to subscribe our newsletter here (sign up for newsletter and 10% off first order) to receive sales and other marketing updates.