SHIPPING: PLASTIC FREE!
Sustainability and being kind to the environment is important to me as part of running my business and I know it is important to many of you. We are proud to say our packaging is Plastic FREE! Ceramics are packed in recyclable, biodegradable and or post-consumer material (sometimes we re-use peanuts sent to us from our vendors). All deliveries to UK include a thank you card printed on wildflower seed paper to encourage planting beautiful habitats for bees and insects.
For UK deliveries all in-stock orders are sent by Royal Mail and the option for available services will be clear at checkout. There is a flat fee for each service offered at the checkout.
Shipment can take up to 3 days to 4 weeks depending on the items you chose. In-stock orders will be delivered within 3 - 4 days of receipt of your order and you will receive confirmation via email using the address you provided at checkout.
If you ordered something that is time-sensitive, just email us. We'll confirm the timeline and possibility of moving your order up the line to make a Birthday or any special occasion deadline.
International postage (EU and Worldwide) is sent with Royal Mail International Standard or Tracked. This service normally takes 7 working days but please allow up to 21 days for your parcel to reach you as delivery times can vary depending on your location. I am not responsible for postage delays at busier times of year; these are out of my control so please anticipate potential delays around these times e.g. Christmas.
In addition to shipping fees please be keep in mind when ordering that parcels will be taxed on entry to your country and you may be charged customs clearance/handling fees before you are eligible to receive your parcel.
Any state tax or customs duty is not included in the price. Buyers are responsible for paying state tax and/or customs duties.
Our studio is in London (UB4) and we offer a free collection service by appointment only. Simply select 'Collection' at checkout and once your order is confirmed, we will be in touch with you to book a timeslot.
RETURNS, REFUNDS & EXCHANGES
As a small business, we ask that you make thoughtful purchases to avoid the need to return anything. Our priority will always be that you are completely overjoyed with the pottery you receive and we're proud to say that our returns are very rare. Each piece is unique, made by hand, and follows a different making & drying process. Due to the handmade nature of products, please expect slight variation in sizes, shapes, and colours.
Please double check the dimensions of the piece and the accompanying care instructions to ensure you are completely happy before placing your order. Feel free to contact us should you have any questions or doubts.
We understand that because we make unique handmade products, they may not always fit the vision of your perfection. Hence, you have 14 days from receipt of your order to return your item for a full refund minus shipping costs, provided the item is in the same condition that you received it, unused and in its original packaging.
Refund will only be processed once we receive the products in the same condition as these were delivered. If the piece comes back damaged, your refund will not be processed so please ensure these products are packed well.
To start a return process:
Email email@example.com to arrange this and I will share instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Please be advised that return shipping is your responsibility. I advise you to insure your package and send it by a Tracked and Recorded Delivery service so that you are able to claim for the package should the worst happen and it goes missing. I will make sure to notify you as soon as the package arrives back with me and I will issue a full refund for the cost of the item shortly after, though I am unable to refund shipping costs.
It is important to note that should your item arrive back to me in an unsaleable condition (broken or chipped) or go missing in transit I will be unable to issue a refund, so I recommend that you insure your item when posting it and please make doubly sure it is packaged securely to cover you if the worst should happen.
Should you have any questions about the return policy, please do not hesitate to contact us at firstname.lastname@example.org.
Please inspect your order once received and follow the steps below to contact us immediately (within 48 hours of delivery) if the item is damaged or broken, so we can evaluate the issue and make it right.
Please follow these steps:
- Email at email@example.com to report the damage within 48 hours of delivery.
- Please photograph the broken item and the packaging it arrived in, ensuring all labels are visible and attach the image to the email when you contact me as this helps me to diagnose any potential problems encountered during transit.
Upon receipt of this email I will be in contact to arrange a replacement to be shipped out to you at no additional cost. If the product is not in stock, we'll give you an option to buy something else or process a full refund (along with shipping costs) incase you don't want to wait for 2-3 weeks to make & ship the product again
RETURNS EXCEPTION/ NON-REFUNDABLE ITEMS
Certain types of items cannot be returned,
- Custom-made products (such as special orders or personalised items). Please follow the steps above to get in touch if you have questions or concerns about your specific item
- Gift Cards - unfortunately, we cannot accept returns/refund on gift cards
- Seconds/Samples - all sales of ‘Seconds’ and ‘Samples’ items (which will be clearly stated as such in the product descriptions) are final and the above refund policy does not apply.
- Workshop/Classes - we are unable to offer refund on workshops & classes if you are unable to attend the the class/workshop on the agreed slots.
REFUND PROCESSING TIME
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process.
RE-SELLING OUR PRODUCTS
If you have a trade contract with us and you're reselling our products, the 'damages and broken items' section is not applicable for third-party deliveries. This means, our liability ends when the product is delivered to you in good condition. If we do not hear back within 24 hours of delivery, we'll assume the goods are delivered in good condition.