REFUNDS & RETURNS

I hope you love your Sophie Mcilwaine Ceramics piece, but if you change your mind about your purchase, you have the right to cancel your order within 14 days of receiving it.

To request a return, please email sophiemcilwaineceramics@gmail.com within 14 days of receiving your order. You then have a further 14 days to return the item.

Items must be returned unused and in their original condition and packaging. You are responsible for the cost of returning an unwanted item, and I recommend using a tracked postal service as I cannot be responsible for items lost or damaged during return transit.

Once your return has been received and checked, your refund will be issued to your original payment method within 14 days. Your original standard delivery charge will also be refunded. If you chose a more expensive delivery option, only the cost of standard delivery will be refunded.

CUSTOM & PERSONALISED ITEMS

Due to the nature of custom and personalised pieces, these are not eligible for a change-of-mind return or refund. This does not affect your statutory rights if your item arrives damaged or is faulty.

HANDMADE CERAMICS

Every piece is handmade and therefore completely individual. Small variations in shape, size, glaze colour, glaze application and finish are a natural part of the making process and are not considered faults.

Glaze colours can also vary slightly from photographs depending on lighting, screens and the natural variation that occurs during the firing process.

DAMAGED OR FAULTY ITEMS

I package every order carefully, but unfortunately breakages can occasionally happen during delivery.

Please contact me as soon as possible, ideally within 24 hours of receiving your parcel, if your order arrives damaged. Please send photographs of the damaged item, the inside and outside of the packaging, and the shipping label.

Please keep the original item and all packaging until the issue has been resolved, as I may need these to assess what has happened or make a claim with the courier.

For security reasons, I may ask for additional photographs or evidence of the damage, and in some cases I may ask you to return the item before a refund or replacement is issued. This is simply to help me verify damage claims and protect my small business against fraudulent claims.

If an item is confirmed to have arrived damaged or to be faulty, I will arrange an appropriate remedy in accordance with your consumer rights.

SECONDS & IMPERFECT PIECES

From time to time, I sell pieces as seconds when they have a small imperfection that means they don't quite meet my usual standard.

The specific reason a piece has been classified as a second will always be clearly stated in its individual product description and reflected in the reduced price. This might include things such as glaze imperfections, pinholes, small marks, uneven glaze application or other cosmetic imperfections.

Please read the individual product description carefully before purchasing, as the reason for a piece being sold as a second will vary from item to item.

By purchasing a second, you are acknowledging and accepting the specific imperfection described in the product listing.

Seconds are still covered by your statutory consumer rights. If a piece has a separate fault that was not disclosed in the product description, please contact me and I will be happy to help.

QUESTIONS

If you have any questions about returns, refunds or an item you've received, please contact me at sophiemcilwaineceramics@gmail.com and I'll be happy to help.

This policy does not affect your statutory rights as a consumer.