Shipping and Returns
Shipping, Refunds and Returns
Courses and Other Digital or Intangible Items
Customs, Duty and Taxes
At present, there are no taxes, tariffs or duty on the online courses I host. For the EU, this is because they have the “Ask me Anything” sessions, which means it is not a purely digital product. If any charges do become due, these will be charged by me to you when you purchase the item, through the standard checkout process.
For my Patreon supporters, this counts as a digital service, which is taxable in many countries. More often than not, the tax liability is based on the location of you, my supporter/member, and not where I am based. Patreon takes care of this on my behalf, charging tax where required and sending it on to the relevant authorities. For EU VAT, they do this through an Irish subsidiary. If you are a VAT registered business inside the EU, you should be able to reclaim the VAT on your contribution, but I have yet to determine how to get Patreon to send you a VAT invoice for your payments, so you can put it through your accounts.
Refunds and Returns Policy
For online courses, you may ask for a refund at any time until the date that access to the course expires (given to you on your welcome email), so long as you have not logged in to start the course.
For in-person courses, you can ask for a full refund up to 4 weeks before the start of the course. After that, you can either opt for a refund of 50% of what you paid, or you can have a credit note that you can spend on other courses or items that I am offering. The voucher may not be exchanged for cash.
If I have made an error (I enrolled you on the wrong course, for example) then generally I can sort it out, but if this proves impossible I will offer a refund.
Pots and Other Physical Items
Shipping
I can ship to virtually any address in the world. When purchasing, you will be given a list of shipping options and prices for your address. Please note that the shipping rates for many items are weight based. Packages are sent using a signed for, tracked service so that any problems in shipping can be identified and sorted easily; you will be given tracking details when your order is shipped.
If there is not an option to ship to your address, please contact me and I may be able to sort something out.
If an item is shipped to you and does not arrive, please let me know. I’ll take this up with the carrier. Hopefully they will find it and deliver it to you, but if they admit to having lost it then, upon receiving confirmation of this from them, I will issue a full refund.
Insurance
Goods are insured from when they leave here to when they are delivered to you. Note that if the carrier gives you the option of having the package delivered to a safe place, and it disappears from that place before you retrieve it, that is not covered by our insurance or by the carrier.
Gifts
I can gift wrap your order if you select the gift wrapping option. The inner carton will be attractively gift wrapped, and a card enclosed which can carry whatever message you would like. An additional charge is made for this service.
If someone bought an item from me and had it sent directly to you as a gift, and you want to return it to me, you’ll receive a gift certificate for the value of the item, which will be sent to you once I have received the item.
If the item was shipped to the gift giver, who then gave it to you later, I will send a refund to the gift giver, and they will find out about your return.
Packaging
To ensure that your item arrives safely and intact, all items are heavily wrapped.
I double wrap orders for larger or multiple items. Your items are first wrapped inside an individual carton, and then all the items are packed into a second outer carton, with padding between them.
Where possible, we use biodegradable or recyclable packaging, or reuse packaging that we have received.
Customs, Duty and Taxes
For orders outside of the United Kingdom, the order may be subject to duty, tariffs, taxes and other customs charges. This includes VAT in member states of the EU. I do not pay these (unless specified with your invoice); it is your responsibility to pay them (and any administration fee charged) when the goods arrive in your country, if asked. If you refuse, and the goods are returned to me, I will issue a refund for the items but not for the cost of shipping to you, or any other costs I may incur.
Returns Policy
You may return your order within 14 days of receipt. If the return is a result of our error (you received an incorrect or defective item, for example) I will reimburse your return shipping costs as well as the full cost of your purchase. If you are returning the item because you have changed your mind, we require the item to be returned in as new condition, and we will refund the cost of the item, but not your purchase or return shipping costs.
Bespoke items, i.e. items made specifically for you, or standard items modified for you, can only be refunded if they are faulty.
If your order was damaged when sending it to you, please take some photos and contact me. I need photos to be able to claim on my insurance, so without adequate photos I will not be able to issue a refund. As ceramics is hard to repair, I may give you a refund and just ask you to dispose of the remains.
If returning goods to me, it is your responsibility to ensure that they arrive in the same condition that you received them in. I suggest that, if undamaged, you use the same packaging that you received the goods in, and also use a tracked and signed for delivery service. Also, please include either the delivery note or your name in the returns box.
If you need to return an item, please contact me with your order number and details about the product you would like to return. I will respond quickly with instructions on how to return items from your order.
Once I have received the return, I will confirm receipt and either accept or reject the refund. If I reject it, I will say why, e.g. the item was damaged in transit, or it isn’t a piece of mine. I will then issue any refund due, using the same payment method as you used when purchasing the item.