RETURN POLICY

Due to the fragile nature of our products and with the planet in mind, Pottery and Poetry encourages a considered purchase. Please take the time to ensure your piece will find place in your in your home, forever.

We offer returns and exchanges for full-priced items purchased online subject to the following conditions:

The item is returned within 14 days of receiving your order.
Item is in original condition and is packed in original packaging and well protected. We don’t not accept responsibility for damages incurred in return transit.
Return shipping costs are at the expense of the customer and Pottery and Poetry cannot be held liable for return parcels that are lost or damaged during return transit.
A Return request is to be authorised by the our team. A return may not be authorised if we believe the pieces have been used for staging or loan purposes.
After Pay purchases are eligible for an exchange or credit note only.
Please note that all sales during a form sale are final. Purchases made using a personalised discount code can be returned for an online credit note only. We don’t accept returns of personalised orders.

Return Or Exchange Request

To request a return or exchange, please email hi@potteryandpoetry.eu with the below information:

Proof of Purchase OR Order Number
Date of Purchase
Reason for return and any supporting images
If requesting an exchange, please include the details of the product that you would like to exchange for.

Due to the fragile nature of our products, each item is individually packaged to ensure safe transport.

Our customer care team will be in touch to approve the return, provide you with a return authorisation number, return shipping label and return shipping instructions.

Refunds

A full refund will be provided subject to meeting our return policy. Subject to return authorisation, once we receive your return, your refund will be applied via the original payment method minus original and return shipping costs and re-pack fee.

Please allow 3-10 business days for the refund to appear on your bank statement.

Exchanges

We encourage exchanges on all pieces. Exchanges are subject to product availability and will be provided as an online credit note for the value of your original purchase minus original and return shipping costs and re-pack fee. This credit note will be valid for 3 months. 

Pre-orders

Pre-orders are unable to be cancelled prior to receiving your order. Products purchased on pre-order are no different to full priced items. Pre-ordered pieces are eligible for an exchange or refund subject to meeting the guidelines in the return policy.

Damaged Items

If an item arrives damaged, please contact hi@potteryandpoetry.eu to submit a damaged goods claim. This claim is to be lodged within 24 hours of receiving the item/s.

How To Lodge A Damaged Goods Claim

To lodge a damaged goods claim, email hi@potteryandpoetry.eu with the following information:

Proof of Purchase OR Order Number
Date of Purchase
Items damaged
Supporting images of the damaged box and item
Please note that all claims are handled on a case by case bases and insufficient evidence may result in your claim being rejected.

Please direct any questions or concerns regarding our Return Policy to hi@potteryandpoetry.eu.