Shipping & Returns
How long will my order take to arrive?
We aim to dispatch all orders in 1-2 working days. After dispatch you should receive an automated email notification, and your order should take 2-3 days to arrive.
If you need your order to arrive on or by a certain date please sends us a note at firstname.lastname@example.org and we’ll see what we can do.
Can I return my order?
We hope you won’t want to - but if your not 100% satisfied with your order please let us know within 30 days. Returns can be posted or dropped off at Kiln HQ. Please note that unless there is something wrong with your order - the original postage, and return postage cost cannot be refunded.
I think I’ve received a ‘second’ ? What do I do?
We carefully check every order before we send it out to make sure it lives up to expectations. However if you believe the item you received is faulty (or a ‘second’ in pottery lingo) please send details and images to email@example.com and we’ll see what we can do to help.
Please bear in mind everything we make is hand made, and glazed right here at Kiln. We strive for high quality and consistency but we are not industry - slight variations in form and glaze make each pot its own, a handcrafted quality we promote, preserve, and cherish - we hope you will too.
Ceramics are fragile aren’t they? What if my order arrives broken?
We box all our pots as carefully as possible to avoid this, and you know - high fired stoneware & porcelain is pretty strong actually. But we accept the breakages still happen.
If your order arrives broken - please snap some pictures of the sadly deceased pots and the packaging they arrived in (especially if it looks damaged) and send them to us at firstname.lastname@example.org . This allows us to take up the case with the courier and sort out a replacement for you ASAP.
Do you offer international shipping?
At the moment the only shipping option available direct through the website is to the UK mainland only. However if you send us your address, and what you would like to order we’d be happy to get back to you with a quote; contact email@example.com