Terms & Conditions

Returns & Refunds Policy:
Please check your goods upon receiving them responsibility of them becomes the customer's upon delivery. If they are not what you ordered please notify us within 7 days.
Likewise, if in the unlikely event the goods are damaged, defected or missing items we will be happy to provide replacement only if we are notified within 7 days of delivery in writing. The company policy being to replace faulty or missing items.

Please note that as the items are made form porcelain paperclay, their shapes and sizes do vary slightly as this material changes shape in the kiln.

If you wish to return goods this has to be done within 7 working days from receipt the items, they must be returned using recorded or registered delivery and the costs of return postage and packaging are the customer's responsibility in accordance with distance selling regulations.
For items personalised or made up to a customer's specification we are unable to except returns or refund this is in accordance with distance selling regulations.

If either of these apply, you can contact me by telephone or fax on 07799 832 993 (Mon - Fri, 9am - 5pm) or by email at info@hl-web.net

The return address is:

Studio 2.5, Banks' Mill Studios, 71 Bridge Street, Derby, DE1 3LB.

You will be responsible for the item or items until they reach us. For your own protection, we suggest you use a secure delivery method that requires a signature upon delivery such as Royal Mail First Class (Recorded Delivery).

Complaints:
We welcome all feedback and will endeavour to deal with any problems experienced by our customers within five working days.

If you have any feedback, comments or complaints then please email us at info@hl-web.net or telephone or fax on 07799 832 993.

Products:
All products are subject to availability. If a product is out of stock we may substitute it for a product of equal or greater value. If no product is available we will back order it for you, giving you the option to cancel your order if you would rather not wait.

All pictures are only representations and items may vary from this.

As all products are handmade part of the unique and special qualities of them is that no two pieces maybe exactly the same.

Despatch Information:
We aim to dispatch orders within 10 Working days by post. We are unable to deliver on national or Bank holidays.

We only deliver to mainland UK at present. For orders outside the UK please contact us via email.

Receiving Your Order:
Please ensure that somebody is available to receive your parcel, unless special delivery instructions have been entered into the checkout section of the site. Any charges incurred for re-delivery will be the responsibility of the customer.