MULTIPLE PURCHASES
Unfortunately due to the complex pricing structure at Royal Mail, this website can not automatically calculate the postage price for more than one item. For this reason the Post & Packing charges can multiply when more than one item is placed in your basket at checkout. But I can do one of two things:
1) If you complete your purchase and pay the increased P&P price I will reimburse you for the excess as soon as I know the total weight, volume and value of your parcel.
or
2) If you know which items you are interested in buying I can give you a P&P quote. Then, if it's acceptable to you, I will set up a custom listing with the agreed P&P. Please contact me if you would prefer this option.
FREE SHIPPING
I can not offer free shipping because it would inflate the prices of my products (illegally) which in turn means higher taxes and custom fees for some customers. Free shipping also makes customers' multiple purchases much more expensive.
HIGH SHIPPING COSTS
If you live outside the UK, airmail will be more expensive than the domestic service you may be used to.
My ceramics are packed in a box with lots of padding to minimise the chance of breaking and unfortunately the larger, heavier ceramics increase the postal charges. Preparing ceramics for delivery is a careful process but with the right size box and protective filling, I'll ensure that your purchase leaves me securely wrapped in the most economical way possible.
Covid is still a danger to my loved ones so I use Royal Mail’s collection service. I order collections for next day pick up (Mondays – Saturdays) and I am sometimes charged for this.
Only Royal Mail offers insurance for the loss of ceramics in transit and their Tracked 24 postage is more expensive than their standard parcel services. My P&P costs are also subjected to bank fees.
PROCESSING ORDERS
• Orders will be posted within three working days. Please let me know if you need your purchase for a special date/anniversary and I will do my best to speed up the processing time.
• I'll let you know as soon as the item has been posted.
CANCELLATION POLICY
Cancellations are at my discretion so please contact me asap if you want to cancel your order. It really depends on whether I've posted it or not.
All DELIVERIES
• For deliveries, working days are Monday to Saturday excluding bank holidays.
• You can track your parcel's progress with Royal Mail – the tracking number and web address will be on your shipping notification.
DELIVERIES TO THE UK
• Once collected from me, parcels are delivered by Royal Mail Tracked 24 which are guaranteed to arrive the next working day.
• Air plant delivery is timed so it’s not in a stationary parcel on a Sunday.
DELIVERIES TO EUROPE
Items are delivered by Royal Mail International Tracked with a due delivery date of 5 working days.
DELIVERIES TO OUTSIDE EUROPE
Items are delivered by Royal Mail International Tracked with a due delivery date of 7 working days.
CUSTOMS & IMPORT TAXES
Buyers are responsible for any customs, import taxes and VAT that may apply on delivery.
UNDELIVERED PARCELS
It is the buyer's responsibility to be at the given address to receive the parcel from VanillaKiln. If the buyer can not do so and as a result the parcel is returned to VanillaKiln the buyer will be refunded the price of the goods (if received by VanillaKiln in saleable condition) but the buyer will not be refunded the delivery charges.
SHIPPING DELAY, LOSS OR DAMAGE
Loss, delay or damage during transit is out of my control.
If your package does not arrive by the due delivery date please track its progress with Royal Mail. The tracking number and web address will be on your shipping notification.
Lost:
Parcels are considered to be lost according to Royal Mail timescales and I can not make a refund for a lost parcel before these dates:
• UK – 14 working days after the due delivery date
• Europe – 20 working days after the due delivery date
• Rest of the world – 25 working days after the due delivery date
Delay:
UK customers: Please let me know asap if your parcel does not arrive on time.
Other customers: I'm sorry, Royal Mail no longer compensates for late arrivals outside the UK so I do not either.
Damaged:
If your order arrives damaged please contact me ASAP including photos of your purchase and the packaging it arrived in.
RETURNS AND REFUND POLICY
If you are not completely satisfied with your purchase, please contact me within 14 days of receiving the goods, and return everything to me unused (including the gift box if supplied) within 30 days of receiving the goods.
I recommend that you return the goods in the same packaging as supplied and use a service that includes insurance for loss. The parcel must be marked "FRAGILE" and you have to pay for the return delivery so please make sure you get proof of posting. I reserve the right to withhold a refund for goods that get damaged on their return journey due to inadequate packaging.
Please note that the following items cannot be returned or refunded unless faulty:
Airplants.
Bespoke or personalised items.