Shipping + Handling
Last Postage Dates before Christmas
Please note that orders made during this time period are not guaranteed by Pottery West to arrive on time, they are just guidelines.
UK Standard Tracked Delivery: 12:00 Wednesday 18th December
UK Express Tracked Delivery: 12:00 Thursday 19th December
EU and International Tracked (DHL) Wednesday 6th December
Orders placed after these times will still be processed and sent.
Collections can be made from the studio until 17:00 on Friday 20th December.
The studio will close from Friday 20th December until January 6th.
EU & International Customers
Due to the new GSPR law issued by the EU, we will be unable to ship to the EU and Northern Ireland after the 6th December 20204. We hope that this is a temporary situation and that something will happen to solve this problem. But for now, we are unable to fulfil the criteria (cover the cost of appointing an economic operator within the EU).
We offer DHL Express Courier Service or Royal Mail, but please note that, because of the UK being outside of the European Union, when the parcel arrives at your country’s border, customs, taxes and administration charges will apply. These charges will be your responsibility and you will be contacted by DHL / Royal Mail with an invoice to be paid before you can receive your parcel. You can track your parcel using the tracking number provided in the confirmation email - please remember to check junk folders in case either the confirmation email or invoice ends up there. International Orders are considered final sale, and as such won’t be eligible for returns (except for in such instances as breakage or fault in product).
Please also note that should your shipping cost turn out to be cheaper than the rate you paid, we will issue a refund of the difference.
SHIPPING and HANDLING
All orders are shipped from our studio in the United Kingdom - we ship Monday to Thursday. Generally, any orders placed after 12:00 GMT on a Thursday will be shipped the following Monday. During busy periods, such as Shop Openings, Product Launches, this will take longer because we have a small team and pots take a long time to package.
Once your order is packaged and shipped you will receive an automated email with a tracking number - you can use this number to check your parcel’s status.
Pottery West is not responsible for lost or stolen packages. Please submit a safe address and communicate with your carriers about deliveries. Once the package shows as delivered we are unable to obtain additional information from our partner carriers. Please note that we have the right to ask for another postage address or cancel your order if we suspect the address you provide is not a secure address. For example, we will not post to a communal workplace address, unless it is agreed in writing that you are responsible to the loss of the parcel if it is signed for by a colleague and subsequently goes missing - we will post to these addresses if an agreement is in place).
Pottery West is unable to refund or replace in the case of loss - so please ensure a safe address and be cautious about using a ‘signature release’ option with couriers.
Any items bought as seconds and samples are considered final sale and won’t be eligible for returns.
TAX and DUTIES
Customs and import duties are raised once the parcel reaches the destination country and Pottery West does not determine, or can predict what these charges may be. Pottery West is not responsible for any additional charges and you must pay for these in full. Customs charges and policies vary and we would advise you to contact your local customs office to get the required information and to understand which duties might be applicable to receive your parcel, before you place your order.
Once the parcel leaves us, we have no control to cancel the order. Furthermore, delivery times may vary due to customs processing. Please note that this is beyond our control.
UK Shipping
We use Royal Mail 48 or DHL Express Next day delivery* for all UK orders. Shipping Mon-Fri. Price starts at £7.50 and increases in increments depending on the volumetric weight of the parcel.
*orders must be placed before 12:00 GMT Monday to Friday and please note that during busy periods it may take a few days to process your order.
*Next Day to Northern Ireland and other remote locations (Delivery to Channel Islands, Isle of Man, Northern Ireland, Scilly Islands and the Scottish Highlands cannot be guaranteed as next day delivery. Please allow approximately two days)
EU & International Shipping
We use DHL Express Worldwide or Royal Mail. Occasionally we may overcharge the shipping cost in error, please note we always refund the difference. Shipping Mon-Fri. EU and International orders are considered final sale.
LOCAL COLLECTION
Please select the option to collect your order at checkout. We’ll be in touch shortly after to advise you on the best day / time to collect.
LOST or DELAYED PARCELS
Please check the tracking details provided in the first instance. We will do our best to help but it can take time for our courier partners to respond.
PACKAGING MATERIALS
We strive to reduce waste and the use of excess packaging where possible, however, packaging ceramics does require quite us to use quite a lot of material! Everything you see in the box is recyclable, except for the ‘starch eco-chip’ (void filler) which is compostable and contains no plastic. Please re-use where possible.