Frequently Asked Questions
HOW CAN I APPLY FOR A TRADE ACCOUNT?
Please fill out the Trade Form, we will then get in touch with you. Trade Application
I HAVE AN ENQUIRY ABOUT BESPOKE:
Please view the Bespoke section, this explains in detail the entire process. If you would like to submit designs for us to quote on please fill the Bespoke form & our team will be in touch.
HOW DID YOU GET MY DETAILS AND HOW DO I UNSUBSCRIBE?
We may have your details from a previous order, competition entry or from signing up to our Newsletter. If you wish to unsubscribe, please email your details to email@example.com.
I HAVE A GENERAL ENQUIRY/FEEDBACK, HOW DO I GET IN TOUCH?
We have live chat that is available on the bottom right-hand side of our website page, if our Customer Service Team are not online, you shall see the option here to email us instead. You can also call us on 01782 332623, or email us: for retail enquires please email: firstname.lastname@example.org, for trade or bespoke enquiries: email@example.com
CAN I AMEND MY ORDER?
We will always try to amend your order, however this is not guaranteed, once an order has reached the Packing & Dispatch stage. If you need to amend an order, please get in contact with us ASAP on firstname.lastname@example.org for retail orders & email@example.com for trade orders stating your order no.
WHAT IF THERE IS AN ERROR WITH MY ORDER?
Standard delivery can take between 3-7 working days. First-class delivery can take 2 -3 working days. If you order hasn’t arrived in the expected time frame, please contact us.
HOW CAN I PAY FOR MY ORDER?
We accept all major cards using a secure gateway. If you are using American Express, please place your order through our website as we can only accept this form of payment online.
ARE YOUR PRODUCTS MICROWAVE AND DISHWASHER SAFE?
Please check the Product Care Guidelines. Our fine bone china items are dishwasher & microwave safe. We recommend when loading the dishwasher, the items are not touching each other, this prevent any risk of friction, not to overload or exceed a temperature of 40ºC (104ºF) when washing fine bone china in the dishwasher and use only the ‘gentle,’ ‘short wash’ or ‘china and crystal’ cycle. Use a very gentle detergent; some of the eco-detergents are a better choice than the stronger dishwashing powders and tablets. As soon as the wash water has drained away, there should be an immediate rinse cycle to flush away deposits of detergent, which will form a film if allowed to dry on the fine bone china. We do always advise, however, that it is best to wash fine bone china items by hand straight away and that scouring pads are not used.
HOW DO I FIND THE MEASUREMENTS & CAPCPITY OF A PRODUCT?
You can find the measurements & capacity for each of our products online, under each product description.
DO YOU OFFER PACAKGING?
Yes, we do. Please check the Packaging section, we have giftboxes in stock for most of our mugs. If you require bespoke packaging, we can create this for you.
WHAT COURIERS DO YOU USE?
We use DPD for UK orders & DHL & UPS for international orders.
HOW LONG WILL MY ORDER TAKE TO BE DELIVERED, IF INTERNATIONAL?
International orders can take up to 10 working days for delivery.
CAN YOU SHIP INTERNATIONALLY?
We offer Worldwide shipping for retail & trade. All retail orders should be places through our website, as this will calculate the most accurate cost of shipping. All our current and existing lines are available to view online.
HOW MUCH DOES DELIVERY COST?
We have a range of options available. Standard Delivery costs £3.95. Our Next Day Delivery costs £6.95. Worldwide shipping varies as this is automatically calculated when the address is entered.
Returns & Exchanges
WHAT IS YOUR RETURN/EXCHANGE POLICY?
Please send us an email on firstname.lastname@example.org detailing the items you would like to return/exchange. We would require the unwanted items to be sent back to us within 14 days of purchase, the items should be unused & in their original packing. It is advised that the proof of postage is kept on the chance there is a problem with the delivery. Once received in a suitable condition we will refund the cost of the product or exchange.