FAQ

SHIPPING

UK: All items are sent via Royal Mail Tracked 48 for a flat fee of £5 or £3.50 for spoon rests. If the order is very big, such as 4x mugs or plates, shipping is capped at £10.

Tracked International shipping is now available. Our rate for Europe is £16 and for the rest of the world, including US & Canada, it is £20 for mugs and smaller items and £32 for larger items.

 

RETURNS / REFUNDS / EXCHANGES

We are unable to offer returns or refunds when due to a customer error. Exchanges will be considered on a case by case basis, however the customer is responsible for return postage and will be billed accordingly before the replacement is dispatched.

Please take care in selecting your chosen item. If you do notice a mistake, please let us know as soon as possible via pollypotsshop@gmail.com. If your order has been dispatched, we will be unable to make any changes to the delivery address.

In the unfortunate scenario that the delivery address you enter is incorrect and we are not contacted in good time before the item has been dispatched, the customer will not be entitled to a refund. We will, however, try our best to recreate the item if the customer would like to comission it for a reduced fee.

If an item arrives damaged, please immediately send photos of the issue to pollypotsshop@gmail.com, along with your order number.

 

PRODUCT CARE

All items are dishwasher and microwave safe unless specified otherwise.

All items are high fire stoneware and food safe unless specified otherwise.

Please handle with care to avoid breakages.

Avoid leaving food and drink sit on your item for prolongued periods of time.

Matte glazed pieces are more susceptible to marks, so please avoid contact with metal cutlery/utensils. 

 

"MAKE ME ONE!" Made to order items

Made to item orders can take up to 6 weeks to arrive, so please consider this when entering your delivery address at the checkout.

You can email or DM us at any time for an update on how your piece is coming along!

Thank you for choosing this option and supporting the shop. We promise the wait will be worth it!

ENVIROMENTAL CONSIDERATIONS

Pottery is an inherently low waste craft, where clay is recycled and reused indefinately. We take care to limit waste in the studio in all areas.

Our postal packaging is completely plastic free, as we opt for paper "bubble wrap" and use biodegradable packing peanuts which are easily and safely dissolved in water and flushed down the sink.

 

CHARITY ITEMS

Every launch will contain at least one charity item, where its proceeds (after shipping) will be donated to a charity or non profit of our choice. If you purchase this item - thank you! :)

The charity we have chosen for this current period is Arts Emergency. We've chosen to support them as we love that they help to mentor young people into careers in the creative industries.