ORDERING & DELIVERY

Covid update

Please note that due to COVID-19, your order may take a little longer than usual to reach you. If you have any questions or concerns, please email us and we will do our best to help. Thanks for your patience and stay safe!

Personal details

When you place an order through our website, we will ask you to provide your name, address, e-mail address, phone number and payment details. For your security, we do not store your credit/debit card details. This information is processed securely by EKM who power our online shop and Stripe, our secure payment gateway.

Payment

Payment for all orders is at point of sale. Payment is made using Stripe and you can pay by credit/debit card using Visa, Mastercard or Maestro.

To be eligible to purchase products from our website, you must be over 18 years of age.  By entering your payment card details into our system, you are confirming that the credit or debit card being used is yours. All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us, we will not be liable for any delay or non-delivery.

To be eligible to purchase products on our website you must stipulate a delivery address and possess a valid credit or debit card. We reserve the right to reject any offer of purchase by anyone at any time.

Communication

When your order has been approved, we will let you know that we have received your order. We will also let you when your order is ready and when it has been posted to you. All of our communication will be via email.

Product Pricing & Descriptions

All prices listed are in pounds sterling. Each product is sold subject to its product description. Please remember that all products are handmade and bespoke so there may be slight variables in the design and colour.

Unfortunately, we cannot fulfil any obligations if the product you ordered becomes out of stock, if we are unable to obtain authorisation for payment, or if we identify a pricing or product description error.

Delivery & Postage

Your order will be processed within 3 days. We use Royal Mail to deliver our orders and we’re currently dispatching every Monday, Wednesday and Friday. Please allow up to 1-5 days for delivery. If you haven’t received your order within 7 days, please get in touch with us.

Postage costs vary depending on the size, weight and value of your order and this will be calculated during the checkout process. Compensation damage in transit is covered through Royal Mail however, this does not cover ceramic or glass items.

We wrap and package all orders carefully and responsibly in a Covid-safe environment, using recycled and environmentally friendly packaging where possible. Parcels are also clearly labelled fragile to encourage Royal Mail and couriers to handle them with care.

If your order arrives damaged after transit, we will do our best to claim compensation and provide an exchange, refund or shop credit. Please photograph the damaged packaging and/or item and contact us immediately. You can also find information on how to return or exchange items here.

Please take care to enter your delivery address correctly as we cannot be held responsible for any undelivered parcels or parcels delayed in transit due to incorrect address details being provided to us.

Bear in mind that postal services are not always reliable especially around public holidays such as Christmas, Easter and bank holidays. If you require something by a specific date, get in touch with us via email or telephone and we will do our best to help.

Ring & Collect

If you live locally to The Hub, we do offer a collection service. Give us a ring and we can arrange a telephone and collection order. All telephone orders must be paid for in advance and collected within 7 days of purchasing. Any orders left uncollected will be fully refunded and re-stocked in our online shop.

International Orders

At this time, we are unable to post internationally.