FAQs

This means your item is not in stock and so it will be painted for you. This applies to all personalised and replacement items so please do allow this extra time, normally 6-8 weeks for despatch/delivery. If we are able to fulfil your order sooner we will aim to do this. If your order includes Run of Kiln items, these will also show as “made to order” or “on back order” and if not on our shop shelves, they will be factored into our production schedule.
 

We hold a very limited number of items in stock and manually update our stock levels for first quality items in mugs only. There may be the odd occasion when an item may be sold before our website is updated so please contact us to double check if you are placing a time critical order. We recommend allowing 6-8 weeks, especially during busy times such as Christmas, if your item is made to order.

Second quality stock levels are constantly changing due to shop sales. Our online Seconds Shop will open as and when surplus shop stock becomes available.

Please make a note when placing the order in the Order Notes at the Checkout, if the item is needed urgently or for a specific date eg. a birthday. We will endeavour to meet this request. If in any doubt, please do call us as we will do our best to get it to you.  Usually orders are only sent when complete but we can part fulfil an order although this will incur extra carriage charge.

Please allow up to 3-5 days standard delivery time if being sent within the UK. For more information, please refer to our terms and delivery .

We only deliver to a selected range of European Countries and a number of international locations which includes the United States, Canada, Australia and New Zealand. Other destinations are possible but please contact us to check what is feasible and cost effective to ship our goods to you. Please refer to our terms and delivery section for full details.

We always endeavour to source the most economic means of shipping although costs have increased significantly in recent years. As shipping varies depending the size, weight and quantity of boxes and is calculated once your order is packed, shipping rates are estimated at the checkout based on your order. Should the cost be be cheaper or more expensive (+/-£15) we will issue a refund to your payment card or request the shortfall postage charge before despatch. Please note that shipping costs do not affect your customs/local duties which are payable directly by the customer.

We check and grade all our pieces when they come out of the kiln. Due to the nature of stoneware, our first (best) quality pieces may have very tiny imperfections in the glaze and decoration, if any. Second quality means that there will be minor imperfections such as an iron spots or pinholes in the glaze that maybe more evident on the piece. The integrity of the piece is not affected in any way and it will be fully functional – both oven and dishwasher proof.

We normally produce more items than needed to allow for selection from the kiln. This means there could be a mix of first and second quality items, as due to the nature of stoneware and performance of the glaze, we can never guarantee firsts.  Certain orders such as Special Requests, Replacement or Personalised items are always supplied on a ‘Run of Kiln’ basis we will only make the one item to supply to the customer.

Unfortunately you cannot use this online but we have an online Loyalty points scheme which you can use once you sign up to an online account.  Similarly you cannot use your online points for in-store purchases or any telephone orders.

Points will be awarded for purchases at the checkout where you can also redeem your points collected to date. The only exceptions are Special Commission orders.  One point is earned for each £1 spent and has a redeemable value of 5p per point, up to a maximum of £20 per transaction.

VAT is automatically deducted from your items when you select your shipping destination at the checkout.  VAT is only payable for those shipping to UK addresses. Please refer to our terms and delivery information regarding custom duties payable for international customers.

We make every effort to ensure our items are securely wrapped and parcelled up but accidents do happen! So in the unlikely event that you receive a broken item, please get in touch and we will send a replacement at our cost.   We will require a photo of the broken item and packaging if possible, to substantiate our claim for the loss. We do not require you to return the broken pieces.

We hope all our customers are happy with their orders. However if you are not completely satisfied or want to cancel your order within 14 days of receipt, please refer to our purchase policies. In all instances you will need to pay carriage on the return and we recommend secure packaging and recorded delivery as we will not process refunds on any losses not incurred by us. Naturally if the item was sent in error by us, we will provide a full refund and cover postage costs for the return. 
Please note: We are unable to offer a refund or replacement for personalised, specially commissioned and replacement pieces, unless they are faulty. Please be aware that these items are only ever made on a ‘Run of Kiln’ basis and so slight imperfections in the glaze are considered acceptable.

Every item is hand painted and so all items are individual and no two are exactly the same. Of course there may also be one or two slight imperfections in the glaze, which is down to the nature of stoneware. We’d recommend that if you prefer to see exactly what you are purchasing, then if possible, try to visit one of our showrooms or any of our stockists.

If we are arranging delivery of your order to a third party address you must ensure that you provide us with a full and accurate address, including the correct postcode. We will not be liable for orders lost or delayed due to wrong or incomplete address details. We require contact details of the recipient if the parcel is to be sent internationally. This is a requirement of the couriers and for any local tax and import duty payable.  Please provide contact email and phone numbers where appropriate in the shipping address details. 

If your item is faulty or indeed develops a fault after it has been used, please get in touch with us and we will send you replacement. We would normally anticipate any faults to become evident within 30 days of receipt.

Simply apply online filling in our form and one of our team come back to you. If you are a restaurant or accommodation provider, please contact us directly by phone or email to discuss your requirements.

All the glazes we use are lead and cadmium free.
The clay products are bisque fired – creating a durable, semi-vitrified porous state where it can be handled safely while being glazed and decorated. After dipping and glazing they are then fired at very high temperatures to make the stoneware even less porous and glaze fully vitrified.