Before orders openThis is the first collection preview. Payments are closed. The sale, delivery and return terms below are prepared for launch; they apply to orders once checkout opens. We will publish the seller’s registered details and dispatch window first.
1. Cancel before dispatch
You may cancel a standard, unshipped preorder for a full refund to the original payment method. Include your order reference and email address in the request. No cancellation or restocking fee applies.
For personalised products, any production-stage cancellation restriction must be agreed in your written quote before work begins. Delay, defect and misdescription rights remain unaffected.
2. Our 30-day return window
For standard products, tell us within 30 days after delivery if you would like to return them. Then send them back within 14 days of that notice, using the return address and instructions we provide. Contacting us begins the request; an internal authorisation process does not shorten a statutory deadline.
Our additional change-of-mind return offer covers unused products in resalable condition. You may inspect them as you would in a shop. Pack ceramic securely to prevent damage in transit; the original outer shipping box is helpful but not mandatory. Keep proof of postage.
You pay the direct return postage for a change-of-mind return, unless we agree otherwise. When a whole order is returned, we refund the original standard outbound delivery charge. Extra charges for an optional upgraded delivery service are not refundable, except where the law requires.
Products personalised with a logo or other custom artwork may be excluded from change-of-mind returns where the law allows. Ordinary colour choices, standard cork refills and merely opening the parcel are not treated as personalised or hygiene-sealed exceptions.
3. Statutory withdrawal and consumer guarantees
The 30-day offer is additional to your legal rights. If EU or UK distance-selling withdrawal rights apply, you can generally notify us of withdrawal within 14 days after receiving standard goods, then return them within a further 14 days. Inspection needed to establish the goods’ nature and function is permitted; any lawful deduction for excess handling must be explained and proportionate.
A clear statement is enough: “I wish to cancel order [reference], received on [date], for [items]. My name and contact email are [details].” You do not need to give a reason or use a particular form.
Mandatory guarantees and remedies may last longer than our return window. Where EU consumer law applies, goods generally carry at least a two-year legal guarantee. Other countries may provide different or stronger protections. See Your Europe’s withdrawal guidance and legal guarantee guidance.
4. Damaged, incorrect or faulty items
Please contact us when you discover a problem, with your order reference and a description. Photographs of the item and packaging are useful where available. Do not continue using chipped ceramic.
We cover reasonable return costs for a confirmed fault, transit damage or an incorrectly supplied item. We will offer repair, replacement, a price reduction or refund as required by applicable law and the circumstances. We will not force store credit instead of a refund where a monetary refund is due.
Expected natural variations and ordinary cork wear are not automatically faults. A product that fails to match its accepted description, is unsafe or does not meet applicable quality requirements is treated differently. Misuse does not remove your rights for an unrelated manufacturing defect.
5. Refund timing and method
For a cancelled unshipped order, we initiate the refund promptly, normally within seven calendar days and never later than an applicable legal deadline. For a return, we initiate it within 14 days of your cancellation notice; where the law allows, we may wait until the goods arrive back or you provide evidence of sending them, whichever comes first.
Refunds go to the original payment method, without a processing or restocking deduction. We will confirm the amount and date processed. Your payment provider may take additional time to post it; we cannot guarantee its processing time. If a refund does not appear, contact us so we can check its reference.
If you return only part of a set, please contact us before sending it. Any agreed partial refund will be calculated from the amount actually paid and the items you keep.
