Delivery & Returns
PLEASE ALLOW UP TO 7 WORKING DAYS FOR DISPATCH.
We use a variety of couriers, depending on where you live and the weight and fragility of your parcel.
Standard delivery for the mainland UK is a flat rate shipping fee for all products, which is sent via ParcelForce or APC on next day delivery.
UK mainland: £4.95
Northern Ireland: £9.00
ROI (Hermes): £9.50
We deliver to the UK mainland, Ireland and Scottish Highlands. Please contact us at email@example.com if you live in the UK but not on the UK mainland and your address is not listed (i.e. Isle of Wight).
PLEASE SELECT YOUR COUNTRY AT THE CHECKOUT FOR YOUR POSTAGE COSTS TO BE CALCULATED.
If you live local to Chester you are more than welcome to collect at a time that suits us both. Please select the 'local collection' option at the checkout, then continue through the payment. You will be emailed with collection instructions and an option to book your collection slot date and time. Local collection is free, however please note that pick up times may vary week to week and you may have to wait between 1 and 4 days to collect your items. We will do our very best to ensure you get your items as fast as possible.
Please ensure you double check the address you enter as your 'shipping address' as the courier labels automatically print from this entry. We cannot be liable for parcels sent to the incorrect address from mistakes when adding your shipping address.
We reserve the right to refuse to deliver any products at any time. We will not be liable to you or any third party by reason of our withdrawing any product from delivery.
From time to time, we have to place some products on a pre-order for a number of reasons. There may be a few weeks to wait for your order, however once the product is in stock it will be dispatched within 48 hours. Please bear in mind that if you order multiple items along with a pre-ordered item, we will hold your entire order until the entire order is ready before dispatching. If you'd like your in stock items earlier, please email us at firstname.lastname@example.org and we can arrange this for you with an additional postage fee.
Dispatch dates for pre-orders are approximate and subject to change due to problems with shipping or supplier chains. You will be kept up to date of any of these changes but please ensure you subscribe to our emails to make sure you receive these updates.
Importing an order from us: From 1st January 2021, orders from EU countries will be subject to import duty (including Republic of Ireland). You may be contacted by our courier partners, ParcelForce, Hermes or APC and then asked to pay charges for the parcel to be delivered.
If a duty payment is requested, you will need to pay the charge to release your parcel.
You will be responsible for the payment of any VAT, customs or import duties charged once the package reaches your destination country. We will not be liable for any customs, duty and VAT Charges applied once the goods reach your destination country outside of the UK. If you refuse delivery and the goods do not get returned to us you will forfeit your refund.
Returning an order to us from outside the UK: From 1st January 2021, returns from EU countries will be subject to UK VAT (20%) for goods valued at £22 or more and EU customers will now be required to complete customs declarations to import the goods into the UK. Please be aware that Import duty may also be payable on goods over £135.
EU customers will continue to be responsible for paying carrier return costs as per the existing return process.
Please look after your unwanted Items once you have decided to return them - even if they are faulty. They must be returned undamaged and in the original packaging. This is both the box they came in and the box they were sent in filled with the protective packaging. You must take reasonable care of the products that you wish to cancel and not use them. Products should be returned at your cost, securely packaged within fourteen days of receipt of your order.
It is the customers responsibility to return items to us in secure and suitable packaging. We will be unable to process your return if unwanted items are returned to us damaged.
We accept returns on items that are not large fragile items. Your order must be returned within 14 days of your dispatch email. Your order must be returned to us in the same condition it was dispatched in. Please email us at email@example.com to obtain return details. We do not cover the return costs on unwanted items.
However, if your order arrives damaged we will replace it if possible or refund as long as photo evidence of the damage product is provided within 48 hours of receipt. Please do not dispose of the faulty item until told to do so by us as we often require it to be sent back to us in order to be able to complete the refund.
Unfortunately, due to the fragility of our large ceramic and glass products they are non-returnable. This is because we use a specific fragile courier service to send them to you, but unfortunately a lot of fragile items are returned to us broken by the courier from customers returning them with a none fragile service.
If your item has arrived damaged then we will replace the item as long as we are at fault. Please note that any damages must be reported within 48 hours of the item being delivered. Please send us an email including a picture of the damage to: firstname.lastname@example.org.