Delivery

Standard Postal Service

Delivery schedules are provided for general guidance only. Orders subject to customs clearance may experience additional processing time. Any charges levied for customs clearance are your responsibility; we have no control over these fees and cannot anticipate their amount.

Tracking information for domestic deliveries is accessible via the carrier’s website only after an initial delivery attempt has been made.
This service is supported by a global network of delivery partners.
Weight and value restrictions apply to items sent via this method.
For parcels experiencing delays, we recommend consulting the carrier’s website for information on operational or environmental disruptions.

You are responsible for ensuring that the goods you order are permitted for import into the destination country. We cannot accept liability for any costs incurred should ordered goods be refused entry.

Express Courier Service

Shipping rates are determined by the weight and volumetric size of the parcel.
Orders are fully tracked and a tracking number will be assigned upon dispatch. We recommend monitoring tracking information via the courier’s website.
A signature is required upon delivery. Items that cannot be delivered successfully may be returned to us.
This service does not deliver to PO boxes.
Once an order is with the courier, you may be able to amend the delivery address and options through their website.
Local import restrictions apply. It is your responsibility to verify that your items can be imported. We do not accept liability for costs if goods are refused.

Economy Delivery Service

A shipping solution for less urgent consignments. Delivery schedules for this service vary according to the specific destination route.

You are responsible for ensuring compliance with all local import laws. We do not accept liability for costs if goods are refused entry.

International Delivery

Customs and Duties

Please note that when ordering from our online shop, you are considered the importer of record and must comply with all laws and regulations of the destination country.

Any additional charges for customs clearance must be borne by you.
For exported items, the carriage charge covers packaging and transit only.
Customs policies vary widely; we advise you to consult your local customs office for specific information.

Please be aware that postage will not be refunded for any orders that are returned to us due to unpaid customs fees.

Order Cancellations and Amendments

Once payment has been processed, orders cannot be stopped or altered. To cancel an order, you are required to return the parcel in accordance with our returns policy. Please refer to our Terms & Conditions for full details regarding cancellation rights.

Returns and Replacements

Any damage or defect in goods must be notified to us within a reasonable period following delivery.
All items must be returned with the original sales invoice.
We offer replacement items for damaged or faulty goods, subject to stock availability. Please contact our Customer Service team with an image of the fault and a copy of your invoice for assistance.

Returning Your Goods
To register a return, please complete the returns form on our Orders and Returns page. Once your request is approved, please return the items securely packaged with a copy of your invoice.

You will not be liable for shipping fees when returning goods that are confirmed as damaged or faulty.
Please wait for confirmation that your return request has been accepted before dispatching items.
Once your refund is processed, please allow several working days for the funds to appear in your account.
We strongly recommend retaining your carrier receipt until your refund is confirmed. We cannot be held responsible for the non-delivery of returned goods.

Frequently Asked Questions

Faulty or Damaged Goods
If you receive a faulty or damaged item, please contact our Customer Service team with an image of the fault. They will advise further and arrange a replacement where stock permits.

Please note that many of our fine bone china items are handmade, which may result in slight individuality between pieces. If you believe there is a variation in design or quality beyond what is expected, please contact us with an image.

The time required to process and deliver a replacement will vary depending on the specific circumstances. If an item needs to be recalled, our team will wait until it is received at our warehouse before proceeding. Most replacements are dispatched via express courier.

Incorrect or Missing Items
Please contact our Customer Service team if you have not received an item from your order, or have received an item you did not order. Where appropriate, please include an image of the parcel as received.

Missing Parcel
If you have not received your order and the estimated delivery period has passed, please contact our Customer Service team. For tracked orders, you can view the latest tracking information directly on the courier’s website. Orders to addresses outside the UK may be subject to unforeseen customs delays.

Occasionally, a parcel may be returned to us before delivery is attempted. In such instances, you will receive an automatic refund and be notified via email. To reorder, you will need to place a new order through the website.

Refused Parcel
If you refuse a parcel, or if a parcel is undeliverable and subsequently returned, it will be processed upon arrival at our warehouse. Our team will process an automatic refund and you will be alerted via email once this is complete.

Store Returns

Purchased In-Store: If you are able to visit one of our shops, our retail teams will be happy to assist with your return query. If you are unable to visit, please contact our Customer Service team.
Purchased Online: We do not currently offer in-store returns for items purchased online. Please request your return via our Returns page. The customer is responsible for shipping fees when returning online purchases.

Non-Refundable Items
For hygiene and protection, we are unable to accept returns on pierced earrings or face coverings.