Highland Stoneware is completely dedicated to having satisfied customers. Please contact us if you have any questions:
- by phone: 01571 844376
- by fax: 01571 844626
- email: [email protected]
- post: Highland Stoneware, Lochinver, Sutherland, IV27 4LP
We abide by the UK’s Customer Contracts Regulations 2013. You have the right to cancel up to 14 days after the arrival of your ordered goods. This does not apply to personalised, bespoke or replacement order commissions. Please refer to our purchase policies for more information.
We reserve the right to make changes to our Trading Terms.
DELIVERY & SHIPPING
General shipping information
We aim to dispatch your order as soon as possible and will only be sent when complete. Please be aware that if your item is not in stock and made to order then please allow 6-8 weeks for your order to arrive. If you require a part fulfilled order to be sent, then an extra carriage charge will be incurred. Shipping costs are based on the order value inclusive of VAT. The price is calculated at the Checkout and is based on the destination country. VAT will automatically be deducted from the goods for overseas orders.
Due to increasing costs of international delivery we have increased our estimated shipping costs to cover postage.
| Order Value | UK | Channel Islands | *Mainland Europe | *US & Canada | *Australia & NZ Rest of World |
|---|---|---|---|---|---|
| Up to £55 | £5 | £5 | £15 | £30 | £35 |
| £55.01 – £150.00 | £10 | £10 | £25 | £60 | £80 |
| £150.01 – £250.00 | £15 | £15 | £40 | £100 | £150 |
| £250.01 – £350.00 | £20 | £20 | £60 | £150 | £200 |
| £350.01 – £500.00 | £25 | £25 | £60 | £200 | £300 |
| £500.01 – £1000.00 | £30 | £30 | £80 | £280 | £350 |
| £1000.01 + | £35 | £35 | £120 | £350 | £450 |
* Estimated shipping costs based on UK value. Additional shipping cost may be required e.g. for reasons of weight or delivery to a remote or rural address. If shipping is cheaper/more expensive than you have paid (+/-£15), we will refund the difference or contact you for additional payment.
If we are arranging delivery of your order to a third party address (e.g. a friend or relative) you must ensure that you provide us with a full and accurate address, including the correct Zip or Postcode. We will not be liable for orders lost or delayed due to wrong or incomplete address details. Please note that we are unable to deliver to an address containing a P.O. Box Number. We will inform you by email when your order has been dispatched, and you will receive a tracking number, with a link to track your order.
UK – Parcels will be sent by Royal Mail or Parcelforce depending on parcel weight. Small parcels are often sent by Royal Mail without a tracking number. Please use the tracking numbers supplied to follow progress of your order. Delivery from the Highlands normally takes 3 to 4 working days, and is for weekday delivery only.
Europe/International – Parcels will be sent by Royal Mail or Courier depending on parcel weight and size. Please note these prices are estimated. If we find the cost of shipping to be cheaper or more expensive than you have paid (+/-£15), we will refund the difference or contact you to pay an additional surcharge. In particular this may be required for reasons of weight or delivery to a remote or rural address. We always use a trackable ‘signed for’ service and we use a range of couriers to find the best price and service. We will inform you by email when your order has been dispatched, and you will receive a tracking number with a link to track your order. Please use the tracking numbers supplied to follow progress of your order.
Local tax/duty – The recipient will liable for local tax and import duties for customs clearance. These are not the responsibility of the supplier. Customs require an email address and telephone number. They may also require an EORI Number (business) or Personal ID Number – Passport or Driving Licence No.(PID). We will contact you if this is required.
Failed Delivery – If no one is available to accept delivery during working hours, a card will be left informing the recipient that they have tried to deliver, depending on the courier used. They may request that the recipient contacts their local sorting office to arrange collection or re-deliver at a suitable date. We accept no liability if delivery is not made due to the recipient not being available or failing to contact their local depot to arrange collection or re-delivery.
Non delivered goods returned to us will be refunded, minus any shipping costs. A new shipping fee applies if we re-send the order.
ORDER CONFIRMATION & CREDIT CARD SECURITY
- When you have completed your online order you will be sent an email confirmation. It will state what the products are on order, the total cost including VAT (where appropriate) and Post & Packing charges, together with delivery and invoice details. If for any reason your order cannot be fully processed, you will be contacted to explain the nature of the difficulty and effect resolution.
- All payments are secure and charged at point of order. Card numbers are encrypted using 128 bit encryption. Payments are processed by our nominated payment platform Stripe.
- Please note that your receipt with the online payment should show the reference HSWARE LTD (previously HISTONE prior to 16/9/24). Your bank statement will show Highland Stoneware Ltd. Please check your statements/receipts carefully. We reserve the right to charge an administration fee if a legitimate transaction has been cancelled by yourself if you do not recognise it.
TAX
- For all deliveries in the UK prices include VAT at the current rate.
- EU & International, where applicable, prices will exclude VAT at the checkout. Shipping rates are based on UK values.
BREAKAGE OR LOSS
- In the event of damage in transit, we take responsibility to make good the loss. If possible, please supply us with a digital photograph of any damage and the packaging to substantiate your claim. Please do not return broken pieces.
- If an order fails to arrive, we always ask customers to allow an additional time of 10-14 days after it is expected date in case it is just delayed. Thereafter, we take responsibility for the loss and will issue a replacement or refund.