Frequently Asked Questions
How do I place an order?
You can place an order online 24 hours a day, 7 days a week
Do you deliver anywhere in the UK?
Yes we do. We use DPD, Panther and our own Shabby Store delivery service.
Do you ship internationally?
We unfortunately only ship to the U.K. at this moment in time
What is your delivery lead time?
We aim to deliver all items within 12 working days from the date of your order. If your order is delayed for any reason, we will contact you via email within 24 hours of you placing your order.
Do you offer trade discount?
Yes, we currently supply our products to businesses in the UK, Ireland and internationally. Customers include interior designers, hotels, bars, restaurants, architects and many more.
To find out more and to apply for a trade account please email firstname.lastname@example.org
The product I received is not 100% the same as the picture on your website, why is that?
Many of our products are hand-made or hand-finished. This is how they are intended and the resultant variable finish is what helps to sell the product and set it apart from the mass-produced items
Hand-blown glass will have bubbles and / or slight colour variations. Hand-made ceramics will vary slightly in shape and / or size. Hand-applied ceramic glazes, especially the clever reactive glazes that we often use to create special effects will have firing marks or glaze bubbles of glaze runs.
These items are not in any way faulty, it is how they are intended to be. We feel we must point this out to you because we do want all our customers to get complete satisfaction from our ranges
What is your returns policy?
Products must be returned to us within 14 days of receipt, undamaged and in their original packaging.
For more information, please visit our returns page.
How do I return an item?
To return an item please email email@example.com with your order number and a member of the team will assist you.
What happens if I receive a faulty or damaged item?
Please ensure that you check all items on receipt, and report a faulty or damaged item as soon as possible within our return period.
In the unlikely event that your item has arrived damaged or faulty, please email firstname.lastname@example.org with your order number and attach photographic evidence. We will then arrange a replacement to be sent to you and collect the damaged item.
Can I track my order?
Once your order has been dispatched you will receive an email notification from DPD/Panther with tracking details and a date for delivery. On the day of delivery you will receive an hour time slot which you can track online.
If we have not answered your query, please do not hesitate to contact us via email - email@example.com and a member of our team will be more than happy to help you.