Customer Terms and Conditions of Sale

By purchasing through this website, customers agree to the following Terms and Conditions of Sale. Receipt of an order will imply that the customer has read and fully understands these terms and conditions.

Ordering

When you place an order through the website, details of your name, address and email will be required. You may pay through PayPal or request permission to write out a cheque or make a bank transfer. When your request has been processed, you will be notified of the receipt of your order and can check all details are correct. When your order is ready, you will receive a dispatch email to let you know that it’s on its way. Please provide your telephone number with your order so that you can be contacted if there is a problem with your order, or if it requires a delivery quote. Your details may be passed onto the courier in case they need to phone you to concerning the delivery of your order, but in any other instance, it will not be passed on. Your privacy is valued highly - please see the Privacy Policy.

If your item is out of stock, you will be contacted before processing your request begins. Depending on the piece and current workload, we will either offer to cancel the order and refund you in full, or give you an estimated date of delivery of a newly made piece. Please note that it cannot be guaranteed that you can receive a newly made piece as some are unrepeatable and will be discontinued once current stock runs out. Please note if an item is being made for you, the same rules apply as with Commissioned Pieces - please refer to this below.

Due to the nature of handmade pieces and the higher costs of production compared to manufactured goods, the items can only be sold at the price listed. We are unable to swallow the difference if pricing errors create a significant discount on an item somewhere on the site. If this situation arises concerning a piece you have ordered and you are unwilling or unable to pay the list price, we retain the right to withdraw the item from sale and issue a full refund.

Payment

Payment for all orders is at point of sale and not point of dispatch. Payment must be made using our on-line payment facility PayPal, or by cheque or bank transfer. The total cost of your order is the price of the pieces ordered plus delivery, unless marked otherwise. By entering card details onto our system you confirm that the credit/debit card being used is yours. All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to, or does not for any reason, authorise payment to us, we will not be liable for any delay or non-delivery. We will however, endeavor to contact you using the details you provide to let you know that your payment method has been declined and to offer you an alternative. If you cannot be contacted using the details you have provided, we reserve the right to cancel the order anyway.

To be eligible to purchase products on this website you have to be over 18 years old, stipulate a delivery address in the UK (PO box numbers and hotels are not acceptable). We will only consider bank transfers for orders within the UK.

Orders outside the UK must pay through PayPal. Other payment methods will be considered on a case-by-case basis, please email to discuss. We reserve the right to reject any offer of purchase by anyone at any time.

Product Pricing and Descriptions

All prices are set by the artist and are in pounds sterling (British Pounds/GBP).

Each piece purchased is sold subject to its product description, but please do remember that handmade pieces may have slight variations in design and colour. This is part of the charm of a handmade piece and is not a fault.

Stock

We try to keep a range of pieces in stock at all times and to deliver within 5 working days. During busy times we may require longer delivery periods or may have to make your item to order, so please take this into consideration if you are ordering a piece for a specific time. If you need something by a given date please inform us and we will do our best to help you. If we don’t know you need a piece by a certain date, we cannot be held responsible if it does not arrive in time for that date. Larger pieces can take more than a month to produce.

Commissioned Pieces

Occasionally commissions are on offer and you will be able to work with us to discuss your needs, so that a bespoke piece can be designed specially for you. A non-refundable deposit, payable at the beginning of the order will be arranged and you’ll be given clear guidance on full costs and expected delivery times. For some commissions, full payment may be required upfront and this can be discussed and arranged before work commences. Please note that your cancellation rights are affected once a commission is started - please see Returns and Refunds.

Delivery and Returns

Delivery charges and Times: UK mainland delivery costs are listed at the point of sale. Estimated delivery times are also given with each product (these times assume the piece is in stock, but on the rare occasion that you order an item that is in fact out of stock, these estimated delivery times will no longer apply). We will work hard to meet the delivery times quoted on the site but please bear in mind that these are estimates and postal services aren't always as reliable as we'd like them to be.

At times of public holidays, delivery may take longer. Last orders for commissioned items to be ready in time for Christmas will be dependent on the item, but please approach us as early as possible to avoid disappointment. October is probably the latest safe date.

Delivery methods

We use national courier services including PACK & SEND where a signature is required on delivery.

Packaging

Being friendly to the environment is important to us and we use as much recyclable packaging material as possible. We reuse boxes and bubble wrap. We want you to be happy with the standard of packaging used and welcome any feedback.

International Shipping

Ceramic pieces can be heavy. If you are outside the UK and would like to order from us please contact us to discuss and arrange a quote. Please note that customers are responsible for any import charges/ duties that may be incurred and must comply with any local regulations.

Customer Details

Please ensure that your delivery address is correct. We cannot be held responsible for any delivery problems that may arise due to incorrect address details. Couriers require a signature on delivery.

If you indicate that a package may be left at home or with a neighbor, this is at your own risk. Some couriers do not leave parcels unless signed for by the customer, so we cant guarantee delivery if you are unable to receive the parcel yourself. Should this situation arise, you are responsible for contacting the courier to arrange re-delivery at a more suitable time.

Returns and Refunds

If for any reason you are not completely satisfied with your purchase, it can be returned within 14 days from the day you received it for you to obtain a refund. Please email stating your contact details, order details and let us know why you wish to return the piece so that we can put things right for you. You will then be sent details of how to proceed. Please return your piece in the same condition it was sent out with original packaging. The refund does not include the shipping costs and will not take place until after receiving returned items.

If a piece arrives damaged, please contact us to let us know that you plan to return it. We require a photo of the damage and the inside and outside of the box. Please keep hold of the item and original packaging and return it using an insured method of dispatch with obtained proof of posting. We cannot accept liability for returned items being lost or damaged in transit and will require proof of posting to process your refund. We will process you refund within 14 days from receipt of the faulty item. Shipping fees are not refundable.

Cancelling Commissioned Pieces

Once a commissioned piece is ordered and a deposit or full amount has been paid, it usually cannot be cancelled unless specifically by agreement with us. Once we have started a commissioned piece, it is unlikely that a cancellation will be possible. However, if you email us as soon as possible after placing the order, we'll do our very best to accommodate you. We are unable to offer refunds for commissioned/bespoke pieces.

Privacy Policy

This website is based in the UK, working in accordance with the UK Data Protection Act 1998. We use SSL encryption technology, a secure system that protects your information when you enter potentially sensitive details on the site. Data is collected from you when you place an order, request to join the mailing list or make contact. Your personal privacy is taken very seriously and your information will not be distributed, disclosed or sold to anyone unless approved by you or unless the law requires this.

When your order is placed, you will be asked if you would like your details added to the mailing list. If you chose to do so, your information will only be used for ordering/delivery purposes and to tell you about upcoming news, special offers, new pieces, or changes to the site. You can ask to unsubscribe at any time.

The site provides links to other sites that may not adopt the same strictly privacy policy used here and responsibility cannot be accepted for other sites once customers have left this site. We take care in so far as its in our power to do so, to keep your personal details, order details and payment secure, but we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the website unless this occurred through negligence on our part.