Question 1

Privacy and data

Accepted Answer

Our policy complies with the Data Protection Act 2018 accordingly incorporating the EU General Data Protection Regulation (GDPR). 
The law requires us to tell you about your rights and our obiligations to you in regard to the processing and control of your personal data. We do this now, by requesting that you read the information provided at http://www.knowyourprivacyrights.org 
Except as set out below, we do not share, or sell, or disclose to a third party, any information collected through our website. This website is hosted by WIX. 
Emails: 
We may email you with messages about your order or account activity. For example, we may email you to tell you that:
You have made a purchase; your order has been shipped or that there is a problem with your order. 
It is not possible to unsubscribe from these messages. However, you can unsubscribe from any of our newsletters by clicking unsubscribe in the email.

Question 2

Returns and Refunds

Accepted Answer

I do hope that you love your pottery, but if for any reason you are not happy with your purchase you can return your items. Please send me a message entitled 'returns' to request a return and refund or plan an exchange, postage charges will be refunded for damaged,  faulty or items not as described.  Refunds are not applicable for bespoke made to order personalised pieces unless damaged or faulty. 
 
Return postage to be paid for by the customer unless product faulty or not as described and sent via a tracked delivery method. 
You will be refunded once we receive your item undamaged, you will be refunded the amount of the item. 
  
Returns must be requested within 14 days of receiving your goods. 
Returns must be received within 7 days of you requesting a return.

Question 3

EU Shipping & NI

Accepted Answer

EU countries:

December 2024: Update
Sadly, we are temporarily suspending delivery to EU countries and Northern Ireland. Due to the implementation of new GPSR requirements. We hope to reinstate at a later date once we have a better understanding of the details and whether it will be affordable for a small business like ours. Until then please accept our apologies and know your custom over the years has meant so much to us. We hope to see you soon! Stay in touch through our newsletter and social media so you can bye aware of when we are able to set up again.

NI customers, I currently cannot 'remove' you from the UK shipping set up on WIX  (our website host) so if you do checkout an order we will refund you at the current time. Thank you for your understanding.

You maybe charged VAT and a handling charge in your country prior to delivery of you parcel. 
 
Please ensure your details such as telephone number/ email are correct at checkout.

You will be sent tracking confirmation for your parcel.

Question 4

UK Shipping and dispatch

Accepted Answer

NI customers please see section EU and NI.

All orders are dispatched within 2-3 working days of receiving your online order (excludes Sundays and Bank Holidays). You will be notified by email once your package has been despatched. If require a priority dispatch please contact me in advance so we can arrange this upgrade if possible.
 
UK Delivery:
Most of my parcels are sent through Royal Mail tracked 48 service, however with larger/heavier parcels I will use a courier service in the UK. 
Charges are automatically calculated at checkout based on approx weight of items plus any packaging, Excess charges paid for P&P will be refunded at the time of posting. 
You will receive tracking information at the time of dispatch. 
Delivery time will be based upon Royal Mail policy ie tracked 24 hour or tracked 48 hour, please note Royal Mail do not guarantee this service but it has been reliable to date for our business. Should you require your parcel sooner then I would recommend an upgrade on postage and message me or add a note to your order so it can be dispatched as soon as possible. 
 
I offer collection from my home/studio in Chacewater, Truro. Select collection at checkout, and contact me to arrange a convenient time for collection.

Question 5

International Shipping and Taxes

Accepted Answer

Flat rates are charged at checkout based on a small parcel size /weight to your country. 
 
International shipping - for combined items in particular, please contact me ahead of ordering so I can give you an accurate price for shipping to your country with a signed and tracked option.  iI you require a lighter/smaller parcel or heavier/ larger parcel then please check prior to checkout so a personalised checkout with correct postage can be set up. Thank you.
 
Some countries will charge a tax on imported goods, you as the customer are responsible for this and this is not included in your fees paid upon ordering.

Question 6

Made to Order Items or Bespoke Item

Accepted Answer

Some ceramic pieces are made to order when out of stock, where this is the case it will be stated in the listing along with an approx lead time, the typical make process in ceramics takes approx 3 weeks. After that period your item will be shipped and you will be notified once your item has been posted by email. You will be advised when your item is shipped and tracking information forwarded. Sometimes batches are in progress so it is always worth messaging me if you required the item sooner before purchasing as this maybe possible.

Question 7

Damages

Accepted Answer

We take every care to package your items securely, however, in the unfortunate event of your goods arriving damaged, please send a photo of the damage on the arrival of the parcel and packaging in order to receive a refund.

Question 8

Gift Wrapping

Accepted Answer

A gift wrapping service is available through the shop. Parcels are wrapped in brown paper, tied with string and decorated with simple dried foliage. A short typed message on recycled paper is an option, your message must be included with your order.

FAQ

Frequently asked questions

Privacy and data

Returns and Refunds

EU Shipping & NI

UK Shipping and dispatch

International Shipping and Taxes

Made to Order Items or Bespoke Item

Damages

Gift Wrapping

Be the first to hear about my new collections, offers, events, workshops and learn more about the processes used.

Do stay in touch, you can do that by following me on Instagram or Facebook.

Stay ahead of new ranges, exclusive offers and shop updates by signing up to my newsletter.

Cara

FAQ

Frequently asked questions

Privacy and data

Returns and Refunds

EU Shipping & NI

UK Shipping and dispatch

International Shipping and Taxes

Made to Order Items or Bespoke Item

Damages

Gift Wrapping

Be the first to hear about my new collections, offers, events, workshops and learn more about the processes used.

Do stay in touch, you can do that by following me on Instagram or Facebook. Stay ahead of new ranges, exclusive offers and shop updates by signing up to my newsletter. Cara

Do stay in touch, you can do that by following me on Instagram or Facebook.

Stay ahead of new ranges, exclusive offers and shop updates by signing up to my newsletter.

Cara