ORDERS & SHIPPING
Where do you deliver to?
Current delivery countries are the UK, Ireland, US, Canada, Australia, New Zealand, Finland, Norway, Denmark, Switzerland, Italy, Hungary, Belgium, and The Netherlands. I used to delivery EU wide, but have had to stop delivery to certain countries due to their packaging laws.
What do you charge for postage and packaging?
I post pottery second class within the UK and Royal Mail Tracked (and Signed if possible) to any other location. The fee will depend on the weight and size of the parcel. I add a small extra charge for packing materials. I do not earn any money from this but just recover my own expenses. I refund any postage overages where possible, should you end up paying too much for postage.
International customers need to be aware that some parcels might be taxed on entry to your country and you may be charged a customs fee before you can receive your item.
Can you combine postage for multiple orders?
Yes. My online updates sell out fast and often customers place multiple separate orders. I always combine orders where possible and refund any postage overages. If you buy multiple items separately, please send me a quick email or DM on Instagram with your order numbers and I will combine them where weight allows.
Do I have to pay custom charges for international deliveries?
Overseas buyers, including buyers from the European Union, need to be aware that items could potentially be held at customs for inspection, delaying the delivery time, and you may (or may not) be charged a customs fee or import tax. Unfortunately, I have no way of anticipating this, but if a charge does occur the buyer is responsible for paying this.
RETURNS & REFUNDS
Do you accept returns?
I hope you will love your new piece of pottery, but if for any reason you are not satisfied, please contact me on receipt. I do accept returns provided that I am notified within 2 days of delivery and the item has been returned to me within 14 days of delivery. I will refund the price of any unused and undamaged pot minus the shipping fee. Refunds will be processed as soon as the item has been returned in original condition. I recommend using a secure ‘signed for delivery’ so you are able to claim for the package should the worst happen and it goes missing. Returns must be sent back in the original packaging and carefully packaged to avoid breakages. I cannot refund any items that arrive chipped or broken or go missing in transit.
What if my pottery arrives damaged?
In the unlikely event of damages during transit, I am happy to refund or, if possible, replace your pots as long as you contact me within two days of receiving your item and provide images of the damage to the pot and the box it arrived in.
CARE INSTRUCTIONS
How do I care for my pottery?
Your pottery is made from stoneware clay and vitrified and is therefore safe to be put in the dishwasher. However, I recommend handwashing as it is kinder and ensures longevity.
I cannot guarantee suitability for ovens and microwaves – if you want to try using either, I recommend exercising caution and to not expose your pot to rapid temperature changes.
PRODUCT RESTOCK
HOW DOES THE PRODUCT RESTOCK WORK?
I update my online shop three or four times a year and announce the date and time my collections will drop both on my Instagram feed and stories as well as on my website (see collection countdown on the home page). Products go live at a set time, and usually sell out very quickly. In between collection drops the products in the shop will show up as ‘sold out’. If you don’t want to miss my restocks, you can sign up to be notified by email. I recommend creating a customer account in advance of a collection drop as it will save time entering both shipping address and billing details when the shop goes live. Please be aware that a product is not secured until payment is processed, adding an item to the cart does not hold it. In the extremely unlikely event that an item might oversell due to high traffic on the site, the first order to go through the system will be allocated and any following order will be refunded.
Didn't find what you were looking for? Feel free to contact me at any time!