This page sets out how orders are dispatched and how returns are handled.
Dispatch
[Client to confirm the dispatch window, the carriers used and the destinations served.]
Shipping costs
[Client to confirm shipping rates and any free-shipping threshold. These have to match the rates configured in the store’s shipping settings.]
Packaging
Ceramics and glass are packed piece by piece rather than as a stack, and an order containing both travels in separate layers of the same box.
Returns
[Client to confirm the returns window, the condition items must be in, and who pays return postage. The wording has to match the consumer law of the markets served.]
Breakages in transit
If something arrives broken, email us with the order number and photographs of both the piece and the packaging before you throw the box away. The packaging is what a carrier claim depends on.
Variation is not a fault
Reactive glazes differ from piece to piece, and free-blown glass differs in height and wall thickness. Those differences are described on every product page and are not treated as faults. They are still covered by whatever general returns policy is confirmed above.
Refund timing
[Client to confirm how long refunds take to appear once they have been processed.]