Packaging & Breakages
We wrap each item very carefully. We endeavour to reuse and recycle packaging materials wherever possible and we invest in recycled and recyclable packing options.
In the unlikely event that your order does arrive damaged or has a fault, please email us at firstname.lastname@example.org immediately, so that we can arrange an exchange. Please do not throw the item away. Keep it in its packaging and inform us of the problem within 7 days of receiving the goods, otherwise we cannot be held responsible for damage that has occurred.
If, for any reason, you are not happy with your online purchase please contact us within 14 days of receiving the goods. To return any items you must contact us in writing by sending an email to email@example.com.
We will only accept the return of item/s if they are in unused condition, in the original undamaged packaging or packaging of the same quality. You are responsible for the return shipping. All artwork is sent back at your own risk. We would advise using recorded delivery as the parcel is not our responsibility until we sign for it.
It can take up to 3 working days before your order is dispatched. If you need your order by a specific date, please contact us before ordering and we will let you know if this is possible.
We do not make a profit on delivery fees; we simply charge you what it costs to send the work to you. We aim to use as much recycled material as possible in our packaging.
If you are not in to take delivery of your parcel, it is your responsibility to arrange a redelivery with the postal service used. If you do not arrange a redelivery or collect the parcel from the depot, and it is returned to Alice Fyles Ceramics Ltd, then we will have to charge to ship it out again.
Orders are sent with Royal Mail first class and will take 3 - 7 working days to arrive once it has been sent. In rare cases it can take a bit longer, especially during busy times of year. If your order hasn't arrived within 10 days, please get in touch.
Orders from outside of the UK may be subject to import duties and taxes incurred when the delivery reaches your destination. Unfortunately, we have no control over these charges and cannot foresee their amount.
The charges of import duties and taxes must be paid by the recipient of the order.
Please note that there could be a delay while the item is held in customs. Unfortunately, we have no control over this, and cannot supply any details why or for how long your parcel may be delayed.
International orders can take between 5 - 14 days to reach you.