SHIPPING & DELIVERY

 

All personalised items are handmade to order. For this reason please allow 2 to 3 weeks for personalised pieces to be made (this does not include shipping time). Non personalised items are dispatched within 3 days. You will receive an email once your order is made and has been dispatched.

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Orders are sent by Royal Mail. Once dispatched please allow the following times for postage:

UK Standard 2nd Class: 2-4 working days

UK Tracked & Signed 24: Next working day

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If your order is urgent, please email info@thelittlegreenpotterystudio.com and we will do our absolute best to accommodate your wishes.

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Postage costs are calculated at checkout based on the size and weight of your order.

Standard 2nd Class - From £1.50

Tracked 24 - From £4.50

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Occasionally, due to unforeseen circumstances such as severe weather or during busy times like Christmas, deliveries may take a little longer. 

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*IMPORTANT* If any of the outer packaging arrives damaged please contact us by email at info@thelittlegreenpotterystudio.com within 3 days of delivery to notify us of the damage. Please ensure you keep all packaging until the issue is resolved.

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CORRECT DELIVERY INFORMATION

Please ensure that you supply your full name and correct delivery address (including postal code and country of destination). Unfortunately, we can not be liable for orders that do not arrive at their destination due to incorrect delivery information being provided at checkout. 

In the unlikely event of your order not arriving at its destination in spite of correct delivery information being provided at checkout (within 10 days for UK deliveries and 30 days for overseas deliveries), please contact us in writing at info@thelittlegreenpotterystudio.com

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RETURNS

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We hope you love your new ceramics! However, if you change your mind, we are happy to accept returns within 14 days of receipt (in accordance with our terms and conditions). Please see below for exceptions (personalised items).

Please contact us by email at info@thelittlgreenpotterystudio.com before returning any goods, and quote your full name, delivery address and order number. Upon receipt, we will contact you to arrange a refund or exchange and to organise the return.

Please note that in this instance, original and return postage is non refundable.

Returned products must be sent back in perfect condition and in original, undamaged packaging so that we are able to re-sell them. Once received by us, providing they are in sale-able condition you will be refunded for the full cost of the product(s) as soon as possible to the same credit/debit card you used to pay for your order. Please note that the refund may take a few days to reach your account (this will depend on individual banking times).

Alternatively you may choose to exchange your product(s). In this instance you will need to cover the cost of postage or shipping of the new item(s) (which we will endeavour to keep to a minimum).

We are unable to offer a full refund or exchange for items that are not received back in perfect, saleable condition, so please ensure that they are well packaged and protected before sending. We reserve the right to reduce the refund to reflect any reduction in the value of the returned goods. When returning, the parcel and its contents are entirely your responsibility until they reach us. We strongly recommend obtaining proof of postage and using a registered/recorded postal service.

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PERSONALISED ITEMS

We are unable to offer a full refund or exchange for any personalised items. Due to the bespoke nature of our personalised products, returns will only be accepted if the item is deemed faulty, please email info@thelittlegreenpotterystudio.com within 7 days of receiving your order to register your returns request. Dependent upon the issue, we can arrange a refund or an exchange. Please note, a refund will only be issued once the item is returned, checked and determined to be valid. Return postage will be the responsibility of the customer and postage and packaging costs are non refundable unless the product is genuinely faulty.

 

CANCELLING YOUR ORDER

If you wish to cancel your order please email us as soon as possible at info@thelittlegreenpotterystudio.com If the order has already been dispatched, you should follow the procedure above. Postage and shipping costs are non refundable. Any personalised items already made cannot be cancelled, irrespective of whether they have been dispatched or not.

Please ensure you inspect your goods upon receipt as should there be an issue, it may invalidate any claim for a refund if you fail to do so. We inspect all our goods before despatch but damage can also be caused in transit, therefore, please do not sign for any damaged goods or packaging.

DAMAGED OR DEFECTIVE GOODS

We will do our utmost to ensure that your order arrives in perfect condition. However occasionally damages do occur during transit, so in this case please contact us by email at info@thelittlegreenpotterystudio.com within 3 days of receipt to arrange a return. At this point we will offer you a refund or exchange depending on stock availability and agree a cost of return postage. For personalised items, we will of course fix the problem, but are unable to offer a refund under any circumstances. Please keep the item and any packaging until the issue is resolved.

Unfortunately we are unable to refund any postage costs that have not been agreed with us in writing prior to sending.

Similarly, if you encounter any quality defects with your item(s) after receiving and using them, please contact us by email and we will do our best to rectify the situation as quickly as possible.
 

RETURNS ADDRESS & PROCEDURE

Once you have contacted us in writing and we have agreed the return, we will send you the return address.

It is advisable to obtain proof of postage, as unfortunately we can not be held responsible for any lost packages. In the unfortunate event that the parcel is lost and we do not receive the returned item, unfortunately we will be unable to offer any refund or exchange.