We’ve put together the most commonly asked questions by our customers for you here. If you need more information or have a specific query then please contact our Customer Care team and they would be delighted to assist you.

Here’s more information about the Jones & Co story.

Where can I buy your products? 

Jones & Co is also a wholesale company selling to a wide range of stores, florists, galleries and other retailers in Australia and overseas. You can purchase directly from us through our online store or to find a stockist close to you by contacting our friendly customer care team here

Unfortunately, we don’t sell from our showroom or directly from our warehouse.

How long does shipping take?

Shipping times depend on your location. For more detailed times please see our Jones & Co Shipping and Returns page. 

What do you charge for shipping?

Our standard shipping rate across Australia is calculated on order weight and volume. A face vase for example is 1kg but one of our large pottery pieces is close to 3kg. So you can see 17kg amounts to a very large order indeed! 

Up to 500g - $10.00

Up to 1kg   - $12.00

Up to 3kg   - $14.00

Up to 5kg   - $18.00

Up to 6kg   - $22.50

Up to 7kg   - $26.00

Up to 8kg   - $30.00

Up to 9kg   - $34.00

Up to 10kg - $36.00

Up to 11kg - $38.00

Up to 12kg - $40.00

Up to 13kg - $42.00

Up to 14kg - $44.00

Up to 15kg - $46.00

Up to 17kg - $50.00


Can I change my delivery address once I order? 

It is important to us that you receive your order as quickly as possible — that is why we have orders automatically sent straight to our warehouse once they have been placed. Unfortunately, this means there is very little time to be able to make any changes to delivery details. If you notice that your delivery address is incorrect please let us know asap and we will do our best to attempt to rectify any changes for you.

When I register with you, what happens to my information?

When you register with us, we will be able to keep you in the loop regarding new arrivals, news, promotions and more about our brand. Your information is safe with us; we only use it to keep you up to date and it is not made available to anyone else. You can read our Privacy Policy.

What is your return policy?

We want you to be completely happy with your purchase from us. If, for any reason, you wish to return the product you have purchased, that is completely fine. You will, however, have to cover the return shipping costs yourself — unless of course the item is damaged or faulty. We ask that you please contact the Jones & Co Customer Service team within 7 days of receiving the item and advise that you wish to return a product. The item will also need to be in saleable condition and unused if you wish to return it.

Once we have received your return safe and sound at our warehouse, we will then issue your refund via our website using the same method of payment that you used to place the original order.

Unfortunately, we cannot offer exchanges.

All purchases on Sale items are final unless the product is deemed faulty. In that case we will happily refund your purchase. However, no returns or exchanges are available on change of mind items that are purchased on Sale.

If you have received an item purchased on Sale and believe the item to be faulty, please contact us via email customercare@jonesandco.com.au

Do you sell gift vouchers?

We sure do. If you can’t decide what to buy for someone, give them the gift of choice.

You can find Jones & Co gift vouchers available for purchase through our website. 

Can I send an item to someone else as a gift?

You certainly can, what a wonderful idea!

Simply make sure that you enter their details in the Ship to Customer and Ship to Address section when placing your order. We do not send invoices with our orders, so there will be no pricing listed in the shipment information or on the product.

Unfortunately, we are unable to offer gift wrapping or card additions but our products are very well received as gifts.

I want to return my purchase, what next?

Sorry to hear that you are unhappy with your purchase.

If you would like to return your purchase for any reason, please contact customer care first via customercare@jonesandco.com.au so that we can assist you with any problems and advise you on the correct process and provide our return address.

Who do I contact for help if I am having trouble with an order?

Please contact the Jones & Co Customer Service team via email or phone. 

Do you do discounts or sales?

We often host an annual online warehouse sale during the year where we discount end-of-line products or over-ordered stock. These sales are advertised on our social media channels and emails are sent to our mailing list. To be the first to hear of our sales please sign up to the Jones & Co newsletter.

How do you pack things so they don’t break in transit?

We’ve been transporting ceramics since 2006, so we know a thing or two! All of our items are drop tested by our factories. This literally means that the boxes are dropped from a height of 1.5 metres and are dropped on all angles of the box to ensure that there are no vulnerable points. We use a mixture of cardboard and paper to wrap our ceramics. We shifted all of our packaging to an eco-friendly recyclable and sustainable option in 2021. Sadly, some packages will be unlucky, so if you do receive a broken product, please contact the Jones & Co Customer Service team immediately for further assistance. 

Why are you out of stock so often? Will you get more?

As all of our items are handmade and hand painted we work with longer than usual lead times with our factories. Many of our items will take 90 to 120 days to produce and then transport is usually 4 weeks from our factories in Vietnam and the Philippines to our warehouse in Sydney. 

Once the stock arrives there are occasions where we have oversold on items. With all of our bestselling lines, another order is usually on its way. However there are items which we only produce for a limited amount of time and once these are gone they are gone! If you do have something specific you are looking for please contact the Jones & Co Customer Service team and they will try to locate it for you among our stockists.

Where are your things made?

Our factories are located in Vietnam, the Philippines and Thailand. We have close relationships with all of our factories and you can read more about the Jones & Co brand history.

Why does my purchase look different from the picture online?

While we do our very best to ensure that our website images provide an accurate depiction of our products, there will be cases in which slight variations do occur due to our products being handmade, hand finished and through the use of flash photography. We absolutely love that our products are so unique and each one is ever so slightly different; we believe it makes them extra special. 

If for any reason there is a variation that you are not satisfied with please contact the Jones & Co Customer Service team to discuss your concerns further.