Payment

Payments on my website are securely processed by Stripe. Stripe accepts all major credit cards and Apple Pay. I do not accept Paypal.

Shipping

Packing and shipping following a shop update is a big task! I aim to have all orders dispatched within 3 - 5 working days. Please ensure your delivery address is correct when you check out - the site uses Google Autofill for the address (which is not possible to turn off and quite annoying) which sometimes alters the address you type. If using Apple Pay, please check your correct address is saved. My postage labels are automated, which means I rarely spot anomalies.

If you purchase multiple items in separate orders, I will combine shipping if possible and refund overages. Please email me to request shipping is combined, quoting your order numbers. However, in some cases, to ensure the safety of your items, pieces must be packaged separately.

Where do you ship to?

Due to changing regulations around product safety and packaging, particularly General Product Safety Requirements (GPSR) in the EU and Northern Ireland, I have reduced the countries I serve to:

England, Wales, Scotland, Isle of Man, Channel Islands

USA, Canada, Australia and New Zealand. (Dec 2024 - Due to postal strikes, I can’t ship to Canada currently)

I hope to reinstate other countries (especially Northern Ireland!) when I have a clearer picture of GPSR.

UK Shipping

Orders are sent using Royal Mail Tracked 48 with Signature parcel service. You can also choose to upgrade to Royal Mail Tracked 24 with Signature or Special Delivery if you wish by selecting the option at checkout.

Anything up to the size of a mug is sent as a Small Parcel. However, due to the packaging needed to protect ceramics in transit, multiple or larger items are sent as a Medium Parcel.

International Shipping

International parcels are sent, where possible, with Royal Mail International Tracked and Signed Service. If your order exceeds the size and/or weight limit of this service, I will contact you to try and arrange an affordable alternative.

I ship ‘Delivered Duties Unpaid’. Any local taxes or import duties are the responsibility of the customer.

Unfortunately, ceramics are not an insurable item in transit. This means that International Shipping is a financial risk that I must bear. To try and mitigate this, boxes may need to be quite large in order to include suitable protection, which may affect cost.

Studio Pick Up

There is the option for you to collect from my studio in Bristol, BS15.  Please note that my studio and the building it is located in are not an open-to-the-public retail type space. 

When your order is ready to collect you will be emailed the address and asked to book a date / time for collection. Core hours for pick up are 11am - 5pm Monday to Friday.

I’m afraid I do not offer studio tours.  Please only use this option if you are local.

Packaging

I am mindful of the environmental impact of my packaging and use the most eco-friendly options I can. Your ceramics will be wrapped in a layer of tissue paper, then protected with 100% recyclable and biodegradable protective paper alternative to bubble wrap. They will be sent in an ‘Enviro-box’ (made from 60 - 90% recycled materials) and cushioned with 100% biodegradable, eco-friendly and compostable shipping nuggets. Occasionally I reuse materials that have been sent to me, but I aim to reduce plastic use and encourage you to reuse or recycle any packaging you receive from me. A portion of the fee you pay for shipping covers the cost of packaging materials.

Breakages in Transit

I take great care when packaging up your order to make sure it reaches you in one piece. Unfortunately, breakages do sometimes occur. If your item arrives broken, please photograph both the item and packaging and email me within two days of receiving it. I will arrange a replacement if possible, or a refund.

Returns

I really hope that you love any pottery you purchase from me. However, if you are not happy, please email me within two days of receiving your order and I will arrange a refund or an exchange where possible. Items must be returned to me in the same condition in which they were sent. I'm afraid I am not able to cover any of the postage costs. Any refund given will have the postage costs deducted. The parcel is the responsibility of the customer until it reaches me, so please obtain proof of postage.

Returned Parcels

If your parcel is unable to be delivered, is not collected from your delivery office, or is returned to sender, this will be treated as an unauthorised return. I am happy to liaise with you to arrange redelivery at your expense, however a refund will not be given.