Help

Delivery & Returns

Everything you need to know about getting your order and sending something back.

UK delivery

We currently plan to deliver to addresses within the United Kingdom only. Orders will be sent using [carrier and service, e.g. Royal Mail Tracked 48].

Delivery to [Northern Ireland / Highlands & Islands / BFPO — confirm coverage] may take longer.

Delivery fees

Delivery fees will be shown at checkout before you pay.

Standard delivery: [£ fee]
Tracked or express delivery: [£ fee, if offered]
Free delivery threshold: [e.g. orders over £ — or remove if not offered]

Dispatch times

We aim to dispatch orders within [number] working days. Some handmade pieces may be made to order — where this applies, the expected dispatch time will be shown on the product page.

Estimated delivery after dispatch: [e.g. 2–3 working days for standard]. Orders placed on weekends or UK bank holidays will be processed on the next working day.

Returns

If you change your mind, you can return most items. UK law generally gives online customers a 14-day cancellation period after receiving their goods, under the Consumer Contracts Regulations 2013. The owner should confirm how this applies to the shop and set out any exceptions, such as personalised items.

How to start a return: [e.g. email us with your order number]
Who pays for return postage: [customer / two & fro]
Condition of returned items: [e.g. unused and in original packaging]
Items that cannot be returned: [e.g. personalised items — confirm]

Refunds

Once we receive and check your return, we will refund you to your original payment method. Refunds will be issued within [number] days of receiving the returned item (the legal maximum is 14 days).

Whether original delivery charges are refunded: [confirm].

Damaged or incorrect items

Every piece is checked and packed carefully, but if something arrives damaged, faulty or isn’t what you ordered, please contact us within [number] days of delivery with your order number and a photograph of the item and packaging. This does not affect your statutory rights.

Handmade pieces naturally vary in glaze, grain and finish. These small differences are part of their character and are not considered faults.

Questions

If you have a question about delivery or returns, please visit our contact page.