We have a 14-day return policy on pottery items, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging.  Please be advised that the cost of return shipping is your responsibility. I would advise you use a tracked and recorded delivery service in case the worst happens and your parcel goes missing or is damaged. Please ensure your parcel is labelled 'FRAGILE'. Should the item be returned damaged you will not be eligible for a refund.

To start a return, you can contact us at emma@brickkilnpottery.co.uk. Please note that returns will need to be sent to the following address: 3 Hollies Farm Barns, Brick Kiln Lane, Morningthorpe, Norwich, Norfolk NR15 2LG 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at emma@brickkilnpottery.co.uk.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, commissions, special orders or personalised items. Please get in touch if you have questions or concerns about your specific item.

GIFT VOUCHERS: Unfortunately, we cannot accept returns on gift vouchers purchased. If you cannot make the day you book a class, course or workshop, we will give you the option to rebook as long as 24 hours notice is given. Gift Vouchers can be passed to someone else if person they were intended for changes their mind. Gift Vouchers have a 12 month expiration date on them.

SALE ITEMS: Unfortunately, we cannot accept returns on sale items purchased.

Returns are only accepted in the UK

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at emma@brickkilnpottery.co.uk.