TERMS & CONDITIONS

 

Highland Stoneware is completely dedicated to having satisfied customers. If you have any questions, suggestions or comments, please contact us

  • by phone: 01571 844376
  • by fax: 01571 844626
  • email: info@highlandstoneware.com
  • post: Highland Stoneware, Lochinver, Sutherland, IV27 4LP

We abide by 'The Consumer Protection (Distance Selling) Regulations 2000', (for EU customers only) details of which can be found at

http://www.legislation.gov.uk/uksi/2000/2334/contents/made

 

 

TAX

For all deliveries in the UK and EU, prices include VAT at the current rate.

Overseas, where applicable, VAT will be deducted at time of despatch.

 

DELIVERY & SHIPPING

 

We try to despatch your order as soon as possible.  However, please bear in mind that we have a vast range, and each piece is individually made, and decorated by hand.  We do not hold every item in stock, and often have to make them for your order.  If you need a piece urgently, please let us know, and we will do our best to get it to you, or offer you an alternative.

If you require a specific decorators work, please order First Quality, and specify at the checkout. Be aware this may delay your order.

Your order will only be sent when complete.  If you require it to be split in order to get part sooner, then an extra carriage charge will be incurred.

 

UK delivery: (Scotland, England, Wales)  Prices are shown in our web shop at the checkout.

We usually despatch via Parcelforce.  Delivery from the Highlands normally takes 3 to 4 working days, and is for weekday delivery only.  We will inform you when your order has been despatched, and you will receive a Parcelforce tracking number, with a link to their web site, so that you can track your order.

Small single items are often sent by post.

 

Northern Ireland, Channel Islands: Prices are shown in our web shop at the checkout.

We usually despatch via Parcelforce. Delivery from the Highlands normally takes 3 to 4 working days, and is for weekday delivery only.  We will inform you when your order has been despatched, and you will receive a Parcelforce tracking number, with a link to their web site, so that you can track your order.

Small single items are sometimes sent by post.

 

Europe delivery:  Prices are shown in our Web shop at the checkout. We normally despatch via Parcelforce Euro 48 service.  Prices are based on the total value of your order regardless of the number of boxes it will fit into, therefore you will be charged the full amount at time of order. However, when we assemble your order and find the items will fit in one box, we will refund your card with the difference. Please phone us on 01571 844376 if you have any queries about delivery.

Please allow 7-10 working days from date of despatch.

We will inform you when your order has been despatched, and you will receive a Parcelforce tracking number, with a link to their web site, so that you can track your order.

 

Rest of World delivery:  We source the most efficient, and least expensive trackable method available, and charge at cost to us plus £4 insurance.  Each package has to be charged individually, when your order is packed and ready for despatch.  We calculate any VAT which can be refunded, and deduct this from the carriage bill.  You will then be notified by email of the balance due to be paid through our Sagepay system.

Please note that any customs duties incurred, are to be met by the purchaser, and are not the responsibility of the supplier.

 

BREAKAGE OR LOSS

 

In the rare event of loss or damage in transit, we take responsibility to make good the loss.  If possible, please supply us with a digital photograph of any damages and the packaging to substantiate your claim.

Please do not return broken pieces.

 

 

RETURNS POLICY

 

If for any reason you are not entirely satisfied with your order, and the goods are returned to us, undamaged, we will fully refund your purchase transaction.  Please note that we cannot be responsible for returned goods that are damaged in transit.  Should the goods be of good quality, all carriage charges will be the responsibility of the purchaser.  If the goods are found to be faulty, we offer to replace or refund the faulty item at no additional charge to the customer. We will only refund carriage costs at cheapest over-the-counter Post Office rates.

 

Personalised and bespoke pieces are only ever made on a 'Run of Kiln' basis, as we only paint the one item ordered. Slight imperfections in the glaze are considered acceptable.

We are unable to offer a refund or replacement, unless the item is faulty.

 

CANCELLATION

 

As a consumer you have the right to cancel your order within 7 working days of receipt of goods and receive a full refund including delivery charge. In order to claim a refund you must notify us in writing within this 'cooling off' period. Refunds will be made as soon as possible, but within 30 days.

 

Goods must be returned to us in the original packaging and arrive undamaged within 10 working days from informing us of cancellation. Please note, that items are returned at your own cost and we recommend the use of a registered postal service for your protection. 

 

DISCOUNT

 

If you are an account holder ** and spend over £250 you will be sent an automatic email with a unique discount code which will entitle you to a discount on future purchases. You can also quote your code to use in our Lochinver and Ullapool shops, and by orders made over the telephone (excluding Tile Panel commissions). 

 

**Not applicable to Trade Account Holders. 

 

Discount will be cummulative so the more you order the more discount you will receive. The thresholds for the discounts are:

 

£250 - £499 = 5%

£500 - £999 = 7.5%

£1000 - £1999 = 10%

£2000 - £2999 = 12.5%

£3000 + over = 15% (max)