Refund Policy

Returns, Cancellations & Refunds

 

Non-Custom Items

 

Under the Consumer Contracts Regulations, customers have the right to cancel their order within 14 days of receiving their item.

 

To exercise this right, you must notify us in writing within 14 days of delivery. Items must be returned unused, in their original packaging, and in resaleable condition. Customers are responsible for return postage costs unless the item is faulty or incorrect. Refunds will be issued within 14 days of receiving the returned item.​

 

Custom or Made-to-Order Items

 

Custom, personalised, or made-to-order items are non-refundable and non-returnable, unless they are faulty.​

 

Damaged or Faulty Items

 

Please inspect your order upon arrival. If your item arrives damaged or faulty, please contact us within 48 hours of delivery with clear photographs of the item and packaging. Please also communicate your order number.

 

We will offer a replacement, refund, or partial refund where appropriate. Items damaged due to misuse or improper care are not considered faulty.​

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*Please note that new ceramic pieces can take a number of weeks to make due to the many processes involved. 

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Lost or Delayed Parcels

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• If your order has not arrived within the expected timeframe, please contact us, and we will investigate with the courier.

• We are not responsible for delays caused by the courier once an item has been dispatched, but we will always do our best to help.

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Incorrect Address

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• Please ensure your shipping address is correct at checkout.

• We cannot be responsible for orders sent to incorrect addresses provided by the customer. Returned parcels may incur additional postage costs.