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SHOP POLICIES

Customer Terms and Conditions of Sale

By making a purchase through this website, customers agree to the following Terms and Conditions of Sale. Receipt of an order will imply that the customer has read and fully understands these terms and conditions.

Ordering With Us

When you place an order through the website, we’ll need your name, address, e-mail address. You may pay through PayPal or request permission to make a bank transfer. When your request has been processed we’ll notify you of receipt of your order and you’ll be able to check that all the details are correct. When your order is ready you’ll receive a despatch email to let you know that it’s on its way.

It’s useful for us to have a contact telephone number for you so that we can reach you if there’s a problem with your order, or if your order requires a delivery quote. This information may be given to our couriers in case they need to contact you about the delivery of your order, but will otherwise be kept in strictest confidence. We value your privacy – for more information about our privacy policy click here.

If the item you order is out of stock, we will contact you before processing your request. Depending on the item and our current workload, we will either offer to cancel the order and refund you in full, or to give you an estimated date for delivery of a newly-made item. Note that we cannot guarantee that we will be able to offer you a newly-made item as some items are unrepeatable and will be discontinued once current stock runs out. Please note that if we are making the item for you the same rules apply as with a commissioned item.

Due to the nature of handmade items and the higher costs of production compared to manufactured goods, we are only able to sell items for the price we list them at. We are unable to swallow the difference if pricing errors create a significant discount on an item somewhere on the site. If such a situation arises for an item you have ordered and you are unwilling or unable to pay the list price, we retain the right to withdraw the item from sale and issue a full refund.

Payment

Payment for all orders is at point of sale and not at point of despatch. Payment must be made using our online payment facility – PayPal or by cheque or bank transfer. If ordering through our Etsy shop, payment must be made using the Etsy checkout process and all our Terms and Conditions of Sale apply.

The total cost of your order is the price of the products ordered plus delivery, unless clearly marked otherwise. By entering card details onto our system you confirm 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. We will, however, endeavour to contact you using the details you provide to let you know that your payment method has been declined and to offer you an alternative. If we cannot contact you using the contact details you provide, we reserve the right to cancel the order anyway.

To be eligible to purchase products on this website you must be over 18 years of age, stipulate a delivery address in the United Kingdom (PO box numbers and hotels are not acceptable). We will only consider bank transfers for orders within the UK. Orders outside the UK must pay through PayPal. Other payment methods will be considered on a case-by-case basis, please contact us first to discuss.

We reserve the right to reject any offer of purchase by anyone at any time.

Product Pricing and Descriptions

All prices published are set by our makers and are in pounds Sterling (British Pounds/GBP). Each product purchased is sold subject to its product description, but please do remember that handmade craft is not mass-produced and therefore slight variations in design and colour will occur – this is part of the charm of a handmade item and should not be viewed as a fault.

Stock

We try to always keep a range of our work in stock at all times and be able to deliver within 3-5 working days. During busy periods we may require longer delivery periods or may have to make your item to order, so please do bear this in mind if you are ordering a gift for a specific time. If you need something by a given date and are unable to communicate this via our site please do contact us and we will do our best to help you. Remember – if we don’t know that you need an item by a certain date, we cannot be held responsible if the item does not arrive in time for that date, so always best to let us know.

Commissioned Items

We will occasionally take commissions. You will be able to work with us to discuss your needs and design a bespoke piece just for you. A non-refundable deposit, payable at the beginning of the order, will be arranged and you’ll be given clear guidance on full costs and expected delivery times. For some commissions we may require full payment up front – this can be discussed/arranged before work commences. Please note that your cancellation rights are affected once a commission is started – see Returns and Refunds for more details.

Delivery and Returns

Delivery Charges and Times: UK mainland delivery costs are listed at the point of sale in our Etsy shop, and when you checkout from our shop here. Estimated delivery times are also given with each product (these times assume that the item is in stock, but on the rare occasion that you order an item that is in fact out of stock, these estimated delivery times will no longer apply). We’ll work very hard to meet the delivery times quoted on our site but please bear in mind that these are estimates, and postal services aren’t always as reliable as we’d like them to be! At times of public holidays, e.g Christmas, delivery may take a little longer. We will post last dates for delivery in time for Christmas here – please note that they will be several days before the Royal Mail last posting dates to allow us time to process your order and prepare it for despatch.

Last orders for commissioned items to be ready in time for Christmas will be dependent on the item, but please approach us as early as possible to avoid disappointment. October is probably the latest safe date.

Delivery Methods: We use national courier services and Royal Mail, depending on the type and size of items ordered, and a signature is usually required on delivery.

Packaging: Careful waste management is very important to our company and we use as much environmentally-friendly packaging as possible. We recycle boxes and padded envelopes. We want you to be happy with the standard of packaging used and welcome any feedback.

International Shipping: Some ceramic items are heavy! If you are outside the UK and would like to order from us please email us to discuss and arrange a quote. Please note that customers are responsible for any import charges/duties that may be incurred and must comply with any local regulations.

Customer Details

Please ensure that your delivery address is correct. We cannot be held responsible for any delivery problems that may arise due to incorrect address details. A lot of our couriers require a signature on delivery. If you indicate that a package can be left at your home or with a neighbour, this is at your own risk. Some couriers do not like to leave parcels unless signed for by the customer, so we can’t guarantee delivery if you are unable to receive the parcel yourself. Should this situation arise, you are responsible for contacting the courier to arrange re-delivery at a more suitable time.

Returns and Refunds

We hope that you’ll be very happy with your purchases from us, but we understand that occasionally you may wish to return an item and seek a refund.

If this is the case you need to let us know in writing no later than 14 working days after the date on which you received the products.

Please email us at hello@wigwamceramics.com with your contact details, your order details and let us know why you are returning an item so that we can put things right for you. You’ll then be sent a return address and details of how to proceed.

Please return your item(s) in good condition, ideally with original packaging within 14 working days from the date you received the item(s). The refund includes the original basic delivery charge and returns are made at your own expense unless the item is faulty.

If you’re returning a product because it is faulty or because it was damaged in transit we will pay the return delivery costs. In this instance, it is vital that you keep hold of the product and the original packaging, as we will require these for insurance purposes and to make a claim with the courier service who damaged the item. Please contact us to let us know that you plan to return the item.

If you return goods to us, please use an insured method of despatch and obtain proof of posting. We cannot accept liability for returned goods being lost or damaged in transit and will require proof of posting in order to process any refund. We will process your refund within 14 days from receipt of the faulty item or of the proof of posting, whichever is the sooner.

Cancelling Commissioned Items

Once a commissioned piece is ordered and a deposit or full amount has been paid it usually cannot be cancelled unless specifically by agreement with us. Once we have started a commissioned piece, it is unlikely that a cancellation will be possible. However, if you email us as soon as possible after placing the order, we’ll do our very best to accommodate you. We are unable to offer refunds for completed commissioned/bespoke pieces.

Privacy Policy

We are a UK-based website, working in accordance with the UK Data Protection Act 1998. We use SSL encryption technology, which is a secure system that protects your information when you enter potentially sensitive details on the site.

We collect data about you when you place an order, join our mailing list or contact us. You’ll always be able to unsubscribe from any mailing list. We take your personal privacy very seriously and will not sell, distribute or disclose information about you unless approved by you or unless we are required to do so by law.

When you place your order you’ll be asked if you would like your details to be added to our mailing list. We run this as an ‘opt-in’ rather than ‘opt-out’ system as we respect your privacy. If you opt to join our mailing list we’ll only use your details for ordering/delivery purposes and to tell you about our news, special offers, new products, or changes to our site. You can unsubscribe at any time.

We provide links to other sites that may not have the same strict privacy policy as ours and cannot accept responsibility for other sites once customers have left our site.

We will of course take all reasonable care, in so far as it’s in our power to do so, to keep your personal details, the details of your order and payment secure, but we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from our website unless this occurred through negligence on our part.

If you have any specific questions about how we handle your data please email us at hello@wigwamceramics.com.

Buying Through Etsy

We have an Etsy shop that sells the same stock as our website. We guarantee that unless specifically stated (due to a promotion) the price for any item will match on both sites. In the event of a pricing error on one of the sites, the list price shall prevail.

In the event that an item is sold on our website at the same time as it is sold on Etsy and that item becomes sold out, preference will be given to the order that reaches us first.

When you place an order through our Etsy shop, you agree to all of the above Terms and Conditions of Sale, plus you also agree to such terms and conditions as Etsy requires for that order.

We cannot accept any liability for Etsy’s terms and conditions and should there be a discrepancy between our terms and conditions and Etsy’s terms and conditions, Etsy’s terms and conditions shall prevail for any purchases made through their site.