Terms and Conditions
Customer satisfaction is a top priority for us and we pride ourselves on providing great service as well as great products. We achieved top rated seller on eBay with 100% positive customer feedback and have hundreds of happy customers behind us and many loyal ones too who recommend us and return regularly.
If you are in any way unhappy with your purchase or our service please contact us and we will do our absolute best to resolve your issue. If we make a mistake with your order we will send a replacement immediately, if you make a mistake we will do our best to find a solution to the problem. We are unable to provide refunds after dispatch if you have simply changed your mind in accordance with distance selling regulations for personalised products.
If an item breaks in the post please let us know by email with a photo of the damage and a replacement will be sent out asap for no extra charge.
If an item is lost in the post we will need to make a claim to the Royal Mail for compensation so there may be a delay in replacements or refunds. Royal Mail do not consider items posted using the standard recorded deliveries as lost until 15 working days after posting. Please allow for this before requesting a claim.
If you have ordered two or more items they may be posted separately or alternatively sent via a courier. Except for cases where Special Delivery has been chosen we reserve the right to choose the method of delivery.
We cannot take responsibility for an item not turning up 'on time' unless we have specifically agreed a dispatch date prior to ordering and the customer has used a guaranteed delivery service (special next day delivery). Every measure necessary is taken to inform customers of dispatch times on this website and unfortunately we have no control over Royal Mail and their delivery times. Refunds are therefore not permitted under these circumstances.
If an item is returned to us because an incorrect address has been provided the customer is liable for all postage costs to get the item resent to the correct address.
If an item is to be sent overseas import duties and taxes are the customers responsibility. We are not responsible for any extra charges relating to posting an item overseas.
We withhold the right to refund payments made to us where our payment handler doesn't provide seller protection of payments received. In this event we will try to contact you first to resolve the situation.
Our payment handlers Nochex charge commission on payments upfront and this is not returned in the event of a customer requesting a refund. If the refund is because of our mistake you will receive a complete refund, however if a customer requests a refund due to their error we will deduct this commission from your payment.
All items are individually hand drawn and hand painted to order by Amanda Kilbride. They are not mass produced, printed items and so variations in the images and text are normal and what makes our products individual pieces of art!
Our work is our passion and every item produced is treasured as much as the first. We like to take pictures of everything we do so we have a continuing portfolio of work. As such photographs of your order may be used for publicity shots or in promoting the business or appear on this or other websites as examples of our products. The images will be of the product only and not be additionally labelled with any personal details relating to the customer or recipient. Please let us know if you object to any images of your item being used in this way.
Due to the nature of our items and the fact that we are a sole trader we are unable to provide any refunds or replacements after 7 days of receipt. pottery pens will dry up after use so I don't provided replacements free of charge beyond 7 days of the event. Replacement pens will be sent using 2nd class delivery. If you have any problems please get in touch.
Although our plates are painted with fixed professional standard inks they are lovingly hand painted and intended to be treasured gifts. We don't recommend heavy use (including regularly eating off it as you would an ordinary dinner plate, placing hot food on it, using cutlery) and dishwashing. We suggest simply hand washing in warm soapy water with no scrubbing! We do not provide refunds or replacements for wear and tear in accordance with distance selling regulations.
Our mugs are intended for regular use as they have been produced in a different way and you can use them for hot drinks and wash in a dishwasher.
Please note that due to our parcels being damaged and tampered with we no longer deliver to Aramex House addresses. If you ask us to deliver to Aramex House we will contact you for an alternative address and extra postage if needed. Outstanding costs will have to be paid before we will begin production on your item.
Site Privacy/Data Protection
When you make a payment to us your order displays your name, address, email and your phone number if left and your payment choice. At no point do we have access to your bank account or card details. We only use secure payment gateways. Any personal information collected it is treated with complete confidentiality. We will not sell, distribute or disclose information about you as an individual or your personal usage of the Site without your consent or unless required or permitted to do so by law.
Many thanks for your fantastic custom.