Shipping
UK - Shipping is standard 2nd Class delivery for cards, unless otherwise stated, and depending on the time of year, usually takes 2-3 working days from dispatch. For bone china I use either Signed For or Special Delivery depending on the size of order.
I always obtain proof of posting, but if you would prefer that your order is sent via a tracked or faster delivery service, please let me know so that I can provide you with a specific shipping quote.
UK Mainland
Shipping is calculated by weight at checkout.
Once payment is received, orders are normally shipped within 2-3 business days, but often sooner. I will let you know as soon as I have shipped your order.
Items that are out of stock or made to order will have a longer lead time.
INTERNATIONAL - Items will be sent by Royal Mail International Standard or International Tracked & Signed depending on the size and content of the order. Any package containing bone china will be sent International Tracked & Signed, but if you wish to upgrade any other order, please get in touch for a quote.
Please note that ALL customers outside the UK are responsible for any and all duties, taxes and customs charges that may be incurred or applied on reaching their destination.
All shipping costs are calculated at checkout. Please note that any import duties and taxes are your responsibility. For any parcels larger in size than permitted by Royal Mail International size guidelines, and/or weighing over 2kg, please get in touch for a quote prior to ordering.
TIMING - Please be aware that on rare occasions, delivery can take up to 21 working days, especially during busy times of the year. We will not be held liable for any loss caused by late delivery.
All customers: Please ensure all address details supplied are clear and correct, as we cannot be held responsible for any loss or delay resulting from incorrect information being supplied. Any items that are returned to us after a failed delivery will be subject to an additional charge before they can be reshipped. Please note that we are not able to refund any postage or shipping charges. PO box numbers, hotels and accommodation addresses are not acceptable.
Please do get in touch if you have any questions.
Additional Information
Damages
I take great care in packing all items so that they have the very best chance of arriving with you in the same condition that they left me. All our packaging is specifically designed, and tested, to protect fragile items. However, in the unlikely event that your order is damaged in transit, please let me know as soon as possible (within 48 hours at the latest) and then do the following:
• Keep all the item(s) and the packaging. Please then photograph these to clearly show the damage to both the packaging and the contents, and then email those photos to me. Please do not dispose of any of the packaging or items at this stage, as they will be needed to process an insurance claim.
Losses
I always obtain proof of posting but in the unlikely event that an item doesn't arrive we can then investigate that with Royal Mail and sort everything out. Please be aware however that for international orders - those I'm posting to outside the UK - we are required to wait 28 days before the item can be classed as missing.
Refunds/Returns
I hope you are totally happy with your order, but if for any reason you would like to return it, please then do the following:
• Please let me know within 7 days of receipt that you wish to return it. It would also be useful to know the reason for the return. Buyers within the EU have fourteen days to notify of their wish to return an item.
• Carefully repack the item and post it back to me. Please let me know when, and by what postal method you are returning it, so I know when to expect it.
• Please obtain proof of posting, so that in the unlikely event it doesn’t arrive back this can then be followed up.
All refunds are subject to all items being returned unused, securely packaged and in their original as new state. All these criteria must be met for a refund to be issued and we reserve the right to either refuse or reduce the amount refunded if this is not the case.
The safe return of any item is the buyer’s responsibility, so we always recommend you obtain Proof of Postage or use a tracked service for your own protection. Please note that we are not able to refund any postage charges and we will charge for sending or resending any new items by post.
Sample and Sale items
We do not offer exchanges, returns or refunds on any items that are sold as samples or that are reduced in price or on sale.
Please note that some sample and sale pieces may have a backstamp which includes the wording ‘dishwasher safe’ and ‘microwave safe’. Unless a piece has metallic lustre, this is the case. However, as not all dishwashers and detergents are created equal (in terms of intensity and abrasion) our backstamps no longer contain that wording. Please do refer to our Bone China Care page for more information.