DELIVERY & RETURNS
Due to covid-19 restrictions delivery services are experiencing high demand and slight delays in some areas. As such your order may take a little longer than normal to arrive, however rest assured they are working as quickly as possible to deliver your order as swiftly as possible. Thank you for your patience!
Each order is packed by hand with the utmost care, using packaging made from recycled & recyclable materials. Feel free to reuse what you can or pop it in your kerbside recycling bin/local recycling centre. Find out more about how I’m making ArtyPax & my creations eco-friendly & supporting nature conservation in my Green Craft Code©!
Within the UK I dispatch orders using Royal Mail (or a similar courier for larger orders). See below for estimated dispatch times:
Ceramic orders will be dispatched within 1-3 working days (bulk group orders may take longer due to size & additional production time).
Hand painted to order/ personalised items will be dispatched within 3-5 working days.
Commissions will be dispatched within 1-3 weeks.
(Estimates are approximate for UK mainland orders & may be slightly longer during busy periods). Your order may arrive in more than one box.
I offer a range of postage options to suit you. You can choose from Royal Mail 2nd class postage, 1st class or Special Delivery (Guaranteed by 1pm Next Day) for when you just can't wait!
I offer flat rate standard shipping (Royal Mail 2nd Class) of £3.99 on all UK orders of any size. 1st Class & Special Delivery options are calculated based on item quantity, order weight & your location (i.e. delivery destination) during the checkout process.
See below for examples of prices & delivery times available:
• Standard Delivery (Royal Mail 2nd Class), approx. 2-3 working days delivery, £3.99
• 1st Class Delivery (Royal Mail 1st Class), approx. 1-2 working days delivery, from £5.99
• Special Delivery (Royal Mail Guaranteed Next Day By 1pm), approx. 1 working day delivery, from £8.99 (Please note Royal Mail guaranteed next day delivery is working days & may not include Saturday or Sunday delivery).
Prices shown are a guide for UK mainland addresses. Delivery to parts of Scotland, the Scottish Highlands and Islands, the Channel Islands, the Isle of Man & the Isle of Wight may incur an additional postage cost to the customer, shown during checkout.
Estimated delivery days are from the time your order leaves my studio. If you need something expedited please let me know and I will happily work with you to accommodate!
If ordering items for a special occasion please allow plenty of time before the date required, to avoid disappointment.
Some of my items are 'coming soon' and so may not be available for dispatch right away, however they will be available to pre-order.
Items available for pre-order will have the expected due in date shown on each relevant product page on my website. Please note these times may be subject to change due to unforeseen circumstances, such as product availability or delivery delays. You will be contacted if there are any significant changes to the expected delivery date of a product you have ordered.
To pre-order an item online, simply add your chosen item to your shopping bag as normal and complete checkout. If your order includes an item on pre-order your full order will be held until the pre-ordered items are ready to be dispatched.
OUT OF STOCK ITEMS
If an item is showing as out of stock, never fear! On the product page you will see a ‘notify me when back in stock’ button. Click this button, enter the email address you’d like to use and you’ll be one of the first to know when that item is back in stock and ready for ordering.
Equally if you need a specific quantity or are looking to make a bulk purchase please contact me & I will happily work with you to see if more items can be poured & kiln fired for you.
RETURNS & CANCELLATIONS
I like you to be happy with your purchase, however if you are not, please contact me & I will help you to resolve your issue.
I offer refunds for items you do not want as part of the distance selling laws. If you wish to have a refund on an item please email me within 14 days of receiving your order at firstname.lastname@example.org, quoting your order number, to let me know you would like to return a product.
All items being returned for a refund should be unused, in a resalable condition and, where possible, in the original packaging. I recommend using a tracked postage service to return your items as I cannot be held responsible for returns not received.
Please retain proof of postage until your refund is processed. The cost of return postage is to be paid by the customer and should be dispatched with 21 days of original delivery.
Refunds, minus the original postage cost, will then be processed once the returned item(s) have been received. Refunds can only be made to the original purchaser and will be of the original product price paid only.
Because of the nature of the following items, unless they arrive damaged or defective, I can't accept returns for:
Custom, personalised or commissioned orders
Perishable products (e.g. food or flowers)
If an item is received damaged please inform me within 28 days, along with photographs of the damaged item(s) & outer packaging.
If you wish to cancel an order please contact me to request an order cancellation within 24 hours of purchase. Any orders placed by a customer in error will be refunded, minus any non-refundable fees applied to the original order value by the applicable payment processor, if a cancellation request is emailed within 24 hours of purchase.
I do not currently offer exchanges. However, please contact me if you have any problems with your order & I will work with you to resolve them.
International orders have been temporarily suspended due to complications with new customs controls. I will continue to review this and hope to resume this service as soon as possible.
I happily accept credit and debit card payments as well as Apple Pay & PayPal payments. My website is also secured with a SSL certificate, which means you can shop with peace of mind that your shopping experience with us with be safe and secure.
SSL SECURE PAYMENTS
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