Last updated: 21 July 2025

Welcome to www.rachelkayceramics.co.uk. These terms set out the details for enquiring, ordering, payments, shipping, returns, and other important information about buying handmade ceramics from Rachel Kay Ceramics.

If you have any questions, please get in touch at rachelkayceramics@gmail.com

1. Enquiries & Ordering

All pieces are made by hand in small batches. Because of this, I don’t run a traditional online shop, instead, I list the items I make, with prices, and ask you to get in touch if you're interested in placing an order.

You can contact me by email or through the order enquiry form. I’ll let you know what I currently have in stock, or if your chosen item needs to be made to order.

If I’m making a piece for you, I usually ask for a 50% non-refundable deposit before I begin. The lead time is typically around 4 weeks, depending on workload, I’ll confirm this before you commit.

Because every piece is individually made, I’ll always send photos before you pay the balance, so you can see exactly what you'll receive.

2. Payments

Payments are made via bank transfer to my SumUp account.

For made-to-order pieces, a 50% non-refundable deposit is required before I begin work.

Once your item is finished, I will send you photos for approval and confirm the final postage and packaging cost.

The remaining 50% balance plus postage and packaging must be paid via bank transfer before I dispatch your order.

3. Shipping

I send orders via Royal Mail, offering two shipping options:

• Special Delivery Guaranteed: Next-day delivery by 1 pm

• Royal Mail Tracked 24: Next-day tracked delivery

You can choose your preferred option when placing your order. Postage costs will be calculated accordingly, I will let you know how much, and added to your final payment.

I’m happy to ship internationally, provided customers cover the full postage costs.

Once I’ve received your full payment (including postage), I’ll post your order as soon as possible and notify you when it’s on its way.

Typical delivery times will depend on which shipping option you choose.

All items are carefully wrapped to ensure safe arrival. I reuse packaging materials whenever possible to reduce waste. When new packaging is necessary, I use recyclable or compostable materials.

Please note that while Special Delivery includes higher compensation cover, I do not offer additional insurance. If you want extra cover, please let me know before purchase.

4. Returns & Refunds

Because all pieces are handmade and unique, I do not accept returns or exchanges for change of mind.

If your item arrives damaged or faulty, please contact me within 48 hours of receiving it with photos and details.

If the item is broken or faulty, I will replace it but will not issue a refund.

Please handle all items with care as ceramics are fragile.

5. Deposits & Cancellations

All deposits paid to secure a made-to-order piece are non-refundable.

You may cancel your order at any time, but the deposit will not be returned.

6. Intellectual Property & Copyright

All content on this website, including photographs, product designs, text, and branding, is the intellectual property of Rachel Kay Ceramics unless otherwise stated.

You may not copy, reproduce, distribute, or use any of the content without my written permission.

Thank you for respecting the time and care that goes into every piece.