Returns & Refunds Policy
We want you to feel confident when shopping during our Denby Pottery Closing Down Sale. As many of our products are ceramic tableware and homeware items, we ask customers to follow the return instructions carefully so that returned items can be received safely and inspected properly.
Order Cancellation: Available before your order has been shipped.
Return Request Period: Please contact us within 14 days of receiving your order.
Return Shipping Period: Once your return is approved, please send the item back within 14 days.
Refund Method: Refunds are issued to the original payment method.
Restocking Fee: No restocking fee will be charged.
Order Cancellation
We accept order cancellations before the product has been shipped. If your order is cancelled before dispatch, you will receive a full refund to your original payment method.
Once your order has been shipped, we are unable to cancel it. In this case, you may request a return after receiving the package, according to the return conditions listed below.
Returns
We accept returns for eligible products. Customers have the right to request a return within 14 days after receiving the order.
To be eligible for a return, the item must be unused, undamaged, and in the same condition as received. It must also be returned in its original packaging, including any protective packaging, product labels, accessories, manuals, or inserts where applicable.
To complete your return, we require a receipt, order confirmation, or other proof of purchase.
Important Return Instructions
Please contact our customer service team before sending back any item. We will provide the correct return address and return instructions.
Please do not send your purchase back to the manufacturer or to any address shown on the original product packaging. Returns sent without prior approval may not be accepted.
Ceramic and tableware products are fragile. Please pack returned items carefully and securely. We recommend using a tracked shipping service and keeping your proof of postage until your refund has been completed.
Return Shipping Costs
Customers are responsible for return shipping costs unless the item received is damaged, faulty, or incorrect.
No restocking fee will be charged for eligible returns.
If a return is caused by our error, such as receiving the wrong item or a damaged item, please contact us with photos and your order information so we can assist you with the appropriate solution.
Damaged, Faulty or Incorrect Items
If your item arrives damaged, faulty, or different from what you ordered, please contact us as soon as possible after delivery.
To help us resolve the issue quickly, please provide your order number and clear photos of:
- The damaged or incorrect item
- The outer packaging
- The inner protective packaging
- Any visible damage, chips, cracks, or defects
Once we have reviewed the information, we will offer an appropriate solution, which may include a replacement, partial refund, or full refund depending on the situation and stock availability.
Exchanges
Due to limited stock during the Closing Down Sale, exchanges may not always be available.
If you would like to exchange an item, please contact us first. If the requested item is no longer available, we may recommend returning the item for a refund instead.
Refunds
Once your return has been received and inspected, we will send you an email notification to confirm that we have received your returned item.
We will also notify you whether your refund has been approved or rejected. If approved, your refund will be processed to your original payment method.
Refunds are usually processed within 14 days after we receive and inspect the returned item. Please note that your bank, card provider, or payment provider may require additional time to post the refund to your account.
Late or Missing Refunds
If you have not received your refund yet, please first check your bank account again.
Then contact your credit card company or payment provider, as it may take some time before your refund is officially posted.
Next, contact your bank. There is often processing time before a refund appears on your statement.
If you have completed these steps and still have not received your refund, please contact our customer service team for further assistance.
Non-Returnable Items
Certain items may not be eligible for return, including:
- Items that have been used, damaged, or altered after delivery
- Items returned without original packaging or proof of purchase
- Items returned without prior approval from our customer service team
- Gift cards or digital products, if applicable
- Personalised or custom-made items, if applicable
This does not affect your statutory rights if an item is faulty, damaged, or not as described.
Closing Down Sale Items
Items purchased during the Closing Down Sale may have limited availability and may not be restocked. However, eligible items can still be returned according to this Returns & Refunds Policy.
Please check your order carefully before completing your purchase, especially when selecting colours, sizes, sets, or quantities.
How to Start a Return
To start a return, please contact our customer service team with your order number, proof of purchase, and the reason for your return.
Once your request has been reviewed, we will provide the correct return address and return instructions.
Please do not send any items back before receiving return approval from us.
Contact Us
If you have any questions about cancellations, returns, or refunds, please contact our customer service team. We will be happy to assist you.