Refund policy

This policy, along with our full Terms of Service must be read, understood and followed to enable us to successfully process your returns claim.

Policy Summary

  1. We accept returns when an item arrives damaged or when an incorrect item is sent to you. This must be reported within 2 working days using the Return Request form on our website.
  2. We accept returns when you change your mind or you make use of Distance Selling Regulations. You have 14 days to claim your return using the Return Request form on our website, however charges will apply.
  3. All return claims must be submitted through the Return Request form on our website and all further correspondence must include your Return Reference Number within the subject line.

Return Terms

  • These terms are also applicable to returns related to Distance Selling, Defective Goods or Incorrect Items.
  • All approved refunds will be processed as a credit to you within 15 working days once the item has been received by us.
  • All returns must be evidenced by the receipt or proof of purchase.
  • All returned items must be in the same condition as when you received them, unworn and unused, with tags, and in their original packaging.
  • All return requests must be submitted with complete evidence and information using the Return Request form on our website, within 2 working days of any delivery of defective goods or incorrect items, and within 14 days of any delivery of unwanted items related to Distance Selling Regulations. We do not consider evidence submitted outside the agreed deadlines.
  • Return requests initiated over email are not entertained.
  • Incorrect and incomplete notification of returns may not be processed.
  • For the arranged collection of items from you, the courier company will only collect the items for return from the registered shipping address, meaning the original delivery address, and under no circumstances will the items be collected from another address. This safeguard is in place to inspect the items at the original address to avoid any possibility of breakage in subsequent transits.
  • If the item has been moved to another address, the return stands void.
  • If a returned item requires redelivery, this will incur additional delivery charges.
  • Please understand the natural occurrences on our products to avoid your claim from being rejected:
    • Some of our design-led products contain variations due to the manufacturing process.
    • These variations are not faults, it is how the items are intended, and make your item unique.
    • Some of our products are hand-made or hand-finished, and their resultant variable finish is intentional, making the items unique, setting them apart from alternatively mass-produced items.
    • Hand-blown glass may have bubbles and/or slight colour variations.
    • Hand-made ceramics may vary slightly in shape and/or size.
    • Hand-applied ceramic glazes may have firing marks, glaze bubbles or glaze runs.
    • We may occasionally slightly change the design of items.
    • When placing your order, it is with the understanding that these natural variations or batch variations may be present due to the manufacturing process and that these are not faults.
  • Please refer to our Terms of Service for our full returns policy.

Returns Process and Charges: Distance Selling

For returns processed under the Distance Selling Regulations, your original delivery charges will not be refunded. Please be aware that should you wish for us to collect an item from you for return under the Distance Selling Regulations, an additional delivery charge will apply.

To Process a Customer Return for an Unwanted Item:

  1. Notify us no later than 14 days from the date the item was delivered.
  2. All return requests must be submitted using the Return Request form on our website.

You will require the following information to submit your claim:

  • Name
  • Email Address
  • Phone Number
  • Order Number
  • Product Code
  • Product Name
  • Date Delivered
  • Address Delivered To (and Required Collection From)
  • Reason for Return
  • Photo of the Unwanted Item

    We aim to process the request and reply to you within 2 working days. If your return request is approved, we will send you instructions on how and where to send your package, or we will arrange a collection of the goods on an agreed date. We will process your refund less the Restocking Fee once we have received the item.

    Should your claim be successful, you must include the Return Confirmation Note supplied by our representative with your return.

    We will notify you once we have received and inspected your returned item, and let you know if the refund was approved.

    If approved, you will be refunded on your original payment method within 15 working days of you being notified of the approval.

    Returns Process and Charges: Defective Goods or Incorrect Items

    Please inspect your order upon delivery and contact us immediately if the item is defective, damaged or if you receive the incorrect item, so that we can evaluate the issue and make it right.

    Although we strive to deliver our products safely and securely, we are all aware that it can go wrong. If it does go wrong, we want to make sure we keep our customers happy.

    To Process a Customer Return for Defective Goods or an Incorrect Item:

    1. Before submitting your return claim, to avoid your claim being rejected, please understand the natural occurrences on our products to avoid your claim from being rejected:
      1. Some of our design-led products contain variations due to the manufacturing process.
      2. These variations are not faults, it is how the items are intended, and make your item unique.
      3. Some of our products are hand-made or hand-finished, and their resultant variable finish is intentional, making the items unique, setting them apart from alternatively mass-produced items.
      4. Hand-blown glass may have bubbles and/or slight colour variations.
      5. Hand-made ceramics may vary slightly in shape and/or size.
      6. Hand-applied ceramic glazes may have firing marks, glaze bubbles or glaze runs.
      7. We may occasionally slightly change the design of items.
      8. When placing your order, it is with the understanding that these natural variations or batch variations may be present due to the manufacturing process and that these are not faults.
    2. Notify us no later than 2 working days from the date the item was delivered
    3. All return requests must be submitted using the Return Request form on our website.

    You will require the following information to submit your claim:

    • Name
    • Email Address
    • Phone Number
    • Order Number
    • Product Code
    • Product Name
    • Date Delivered
    • Address Delivered To (and Required Collection From)
    • Reason for Return
    • Photo of the Defective Goods or Incorrect Item

      We aim to process the request and reply to you within 2 working days. If your return request is approved, we will arrange a collection of the goods on an agreed date. Items sent back to us without first submitting a request using the Return Request on our website will not be accepted. We will offer one of the below options according to your claim:

      • Issue a discount.
      • Replace the Goods.
      • Repair the Goods.

      Should your claim be successful you must include the Return Confirmation Note supplied by our representative with your return.

      We will notify you once we have received and inspected your returned item, and let you know if the refund was approved.

      If approved, you will be refunded on your original payment method within 15 working days of you being notified of the approval.

      Please note we reserve the right to:

      • Change our decision based on our inspection of the goods once they have been returned to us.
      • Charge the full price, including the delivery charge on all replacement items should the original item not be returned to us within a set period:
        • If you arrange to dispatch the returned item to us, you  have a two-week window to return the item from the point the claim is approved, before this charge is applied.
        • If you arrange for us to collect the item from you, we will attempt two collections, before this charge is applied.

      Non-deliveries

      Should our delivery of your order not be successful or rejected:

      • All further delivery attempts will incur additional charges which will include the original delivery charge for the order.
      • Should the order be cancelled, and no further delivery attempts be required, you will incur a 10% restocking fee and we will be unable to refund you the original delivery charge.
      • We reserve the right to treat a non-delivery in the same manner as Returns Process and Charges: Distance Selling, should upon inspection, we believe that the order has been opened prior to rejecting the delivery.


      Exceptions / Non-Returnable Items

      Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch using the Contact form on our website if you have questions or concerns about your specific item.

      Unfortunately, we cannot accept returns on sale items or gift cards.

        Return Request Form

        • All returns must be submitted using the Return Request form on our website.
        • You will require the following information to submit your claim:
          • Name
          • Email Address
          • Phone Number
          • Order Number
          • Product Code
          • Product Name
          • Date Delivered
          • Address Delivered To (and Required Collection From)
          • Reason for Return
          • Photo of the Defect
        • Once you have submitted your Return Request you will receive confirmation of the Return Reference Number.

        Please ensure you quote the Return Reference Number on all correspondence.