shipping + returns
It takes a bit of time to package up your order nice and securely. So please bear this in mind when estimating expected arrival dates*. All shipping is by Royal Mail.
uk shipping
You will receive confirmation by email once your order is posted. If you have selected the Next Day Tracked option, I will include the tracking number in your notification of postage.
Please select the correct shipping option at checkout. Should excess postage charges be taken at checkout these will be reimbursed.
COLLECTION from my Walton on Thames studio is FREE
FREE STANDARD SHIPPING on full priced orders (ie excluding reduced items and discounts) from my main shop, is by 2nd class parcel post, not tracked. If your basket contains a mix of full price and discounted items shipping is only charged, by weight, on discounted or sale items. Any excess postage will be refunded.
SHIPPING on SALE ITEMS and on all orders from the Subscriber Shop is by 2nd class parcel post, not tracked, and charged by weight. Typically, once posted, 2nd class takes 3 working days.
1st CLASS TRACKED delivery is an option for all purchases and should take one working day from posting. This option is charged at a flat rate but if the actual cost is less the difference will be refunded.
*If you have a tight deadline e.g. for a last minute birthday or wedding gift, then please let me know in the buyer’s notes and I will do my best to get your order to you by that date, but that cannot be guaranteed.
international shipping
I am very sorry but, at present. I can only ship within the UK
damage in transit
All packaging has been tested to ensure your pottery arrives in perfect condition. In the unlikely event that it is damaged in transit to you I will replace the item for you as soon as possible. Please contact me at ceramics@juliepeel.co.uk within 48hrs of receipt.
See ‘returns’ below for T&Cs if sending to me.
returns
Please contact me at ceramics@juliepeel.co.uk if you wish to return an item for any reason other than damage in transit (see above). If you have purchased Seconds or Sale items please do make sure that you read the description of faults, if any, carefully. I want my customers to be happy with their purchases so I do my best to ensure that all items are described as accurately as possible. Returns must be received by me within 14 days from the date of delivery.
Items made to order cannot be returned.
You are responsible for return postage costs and secure packing. Refunds will only be given on items returned in perfect order so should anything be damaged in transit on return to me you will need to claim compensation from the Royal Mail.
refunds + exchanges
I want you to be entirely happy with your pottery, and I will do my utmost to make sure you are 100% happy with your experience of buying my work.
I measure and describe each listed item carefully, so please read descriptions for dimensions, sizes, usage and care instructions etc before making your purchase, especially if buying Sale items or Seconds. I make all my pottery by hand in small batches so the dimensions do vary from batch to batch and sometimes from piece to piece. Please check that you are happy with all the dimensions and volumes in the listing before placing your order.
Because all my work is handmade, every piece is unique - I celebrate the individual characteristics of each one. No two items will ever be exactly the same and I don’t want my work to look like uniformly manufactured pottery. That is the joy of the handmade and handcrafted. I try to ensure that all photographs give as faithful a representation as possible of each item, but screens do differ in the way in which they render colours, tones and textures. If you have any questions about any of the pieces you want to order please contact me by email – ceramics@juliepeel.co.uk - and I will do my best to answer them. Likewise, if you are not completely happy with an item you have received please do get in touch. Personalised items are non-returnable.
If you decide that you want to return an item which is not suitable, please contact me at ceramics@juliepeel.co.uk so I can supply a return address and reference. Items must be returned within 14 days of receipt and, unless it is faulty, the cost and security of return shipping is your responsibility. I will either replace the item where possible, or issue a refund. Original postage will not be refunded unless the item arrives damaged or is faulty.
If anything is returned in a condition which makes it unsaleable (eg if it gets broken on the return journey) a refund will not be issued. Please ensure it is packaged very carefully and I recommend that it be insured.