Delivery & Returns

Do you ship to my Country?

Yes

When you are on the checkout page of my website, choose your Country from the dropdown list (they aren't always grouped alphabetically) and the price will generate for you.

If you have any issues during checkout, please message me and I can arrange a manual invoice!

Dispatch Turnaround

I pack and dispatch your orders Monday-Saturday!

If ordered before 9am GMT, items will ship same day, ottherwise items will ship out next working day

If an item is on "pre-order" it will ship on date indicated. If you purchase in-stock items and a pre-order item at the same time, all items will ship together on the pre-order shipping date.

Carrier

All items are sent via Royal Mail, with last mile delivery in your home Country being done by your local postal service (Eg: USPS, La Poste, etc).

You can also choose express alternatives at time of checkout such as UPS.

If you'd prefer to use another carrier, just send me a message!

Transit Time

Expected transit times are indicated on the shipping option you choose at checkout.

Expected delivery transit times are advised by the courier/carrier, they are usually quite accurate, but are not guaranteed.

In busier times, such as Christmas, it is highly recommended to order as soon as possible.

If a transit time has passed and you have not received your order, please send me a message and I will follow this up with the courier.

Order Tracking

At checkout you will have the option to choose a tracked service or an economy service. Only a tracked service can be tracked.

If you choose a tracked service, your tracking number will be on your dispatch confirmation.

Customs and Local Taxes

You will never have any additional fees to pay within the UK.

When items are sent out the UK, local customs duty may be payable on their receipt in your home country.

Most items are customs exempt in USA/Canada, as the value is usually below the threshold. In Europe, items are more likely to have a nominal customs tax.

To confirm the exact customs charge due, check with the postal service in the destination country.

Damages, Returns and Refunds

Items that arrive damaged can be refunded or replaced at your choice.

If an item is out of stock and cannot be replaced, it would be refunded instead.

If an item arrives damaged, I can claim it from the postal service but you will need to share an image of the damage for me to do this.

In event of a change of mind, orders can be cancelled and refunded if they have not been dispatched. Message as soon as possible if you wish this to be done.

items that have already been shipped are returnable within 14 calendar days of receipt, in their original packaging. The returner will also need to cover shipping costs.

Local Collection and Pickup

As I work at a shared studio space, it is usually not possible to collect an item in person, but send me a message and I can see if it is possible

If you are visiting London, I can send your orders to the place you are staying to avoid higher shipping costs to your home country. If you wish to do this, choose a "next day delivery" at checkout and put in the address (and room number if a hotel) of the place you are staying.

Other FAQs

Q: Have you sent the item yet?
A: Very likely! All items in my shop are in stock already, so are normally sent the next day. You should get a dispatch email from my store, but do also check you junk/spam for this. I can't change the delivery method or address once it ships.

Q: What about packaging?
A: All items will be packed safely to ensure an easy delivery. Padding and wrap will always be from recycled sources. Packaging will sometimes include plastics but these will be from re-used sources and we don't ever buy single use plastic packaging. My packing peanuts are made of starch, so you can put them with the food waste!

Q; Do you ship everywhere?
A: Yes. If your country or continent is not mentioned by name, choose REST OF WORLD shipping. To discuss sending items in a different way, or using a different service please contact!

Q: How do I know what shipping option to choose?
A: Please choose an option based on delivery country, but check all options first as some countries have more than one delivery option.

Q: Can you guarantee I will have my item by a certain time?
A: No, sorry. I will send items out as fast as I can, usually same or next day, especially at Christmas, but the delivery is up to the courier. I will give you an estimate based on what the courier tells me is the normal timescale, but again this can vary depending on where it's going and when it's going - please always order early for Xmas! I can't guarantee any delivery timescale.

Q: Why is shipping different depending on item?
A: Shipping is calculated by weight of package, so heavier items (or two smaller items bought at same time) will trigger a higher shipping cost as couriers charge by weight.

Q: Is this parcel going to be protected?
A: Yes, but only if you choose a tracked option. Your item will be insured for purchase amount in case of damage or loss in transit.

Q: Is there protection on un-tracked items?
A: Yes, but I have fewer options when claiming for them for you. Please choose a tracked delivery service at time of checkout if you can.

Q: What currency is this all in?
A: All items are sold in £ sterling. You can purchase in this currency using any payment card in the world, however do note your bank may charge you an exchange fee of which we do not control.

Q: How can I pay?
A: I accept Debit, Credit, AMEX cards, and you can also use PayPal. Some countries now also accept ClearPay, so you can spread your purchases out with an interest free direct debit.

Q: I don't have a credit card?
A: You don't need one! You might see the card details form on your checkout page ask you to input a "credit card number" but any card can be used in this box.

Q: Are images accurate as to what I will receive?
A: Yes, all images are accurate and not edited aside from sizing and enhancing for web. Some colours vary, and don't forget everything is handmade, so I may also not replicate each item exactly the same each time - but I try!

Q: How do I know production quality?
A: All items are photographed as finished. In the ceramic production process there will always be something which doesn't go 100% as planned, but any glaring defects will always be disclosed. Some very minor cosmetic points are more common and will not always be highlighted. Handmade items are never to be expected as factory quality perfect. This is not limited to glaze (the colouring and cover and consistency) and clay body (marks made during making and finishing). Please note, the base of ceramic items are never glazed and will always look unfinished. This is because if the bases are glazed it will make the piece stick to the kiln during firing.

Q: What does 'imperfect' mean?
A: I sell imperfect items at a big discount, because they didn't go as planned. They may have small crack, or colour is wrong, or size or shape is wrong. I usually put some pictures of this on my instagram so you can see what the latest imperfect batches may look like.

Q: What is your Privacy Policy?
A: During checkout, you will be asked for your shipping address, email and possibly a contact number. Under GDPR this information will only be used in relation to the delivery of your order and will only be passed on to your courier, if required. All card payments are handled by Shopify. Richard Moonstreet have no control over their processing of payments or how this is collected from your bank.