Policies and Shipping Details
Free Worldwide Shipping
We're delighted to offer free worldwide shipping* on all ceramics from our online shop.
*Please read all details below.
A Note on International Shipping
You, the customer, are responsible for all taxes/duties/customs charges imposed by your country of residence for importing goods. These charges are out of our control, and vary from country to country depending on the products ordered and the rates of duty and charges imposed by the country in which you live. Please check with your country's customs office to determine their procedures and any potential charges.
Illyria Pottery is not responsible for any packages held by international customs agencies and it is not the responsibility of Illyria Pottery to make the customer aware of these agency's actions. Your package may arrive at a custom's agency and held until payment is made. If you neglect to pick up your package and/or if you decline to pay local charges and your order is returned to us, we will not refund our cost of shipping and packaging (20% or your original order value). The remainder of your order value (80% of the price you originally paid will be refunded after the item has been safely returned to us). Please feel free to be in touch if you have any questions.
For international orders, Illyria Pottery will not be held responsible for customs delays. This is beyond our control. It is rare, but parcels have been known to be delayed in customs for up to 3.5 weeks.
New U.S. Trump Tariffs
Because of the Trump Tariffs imposed on goods entering the U.S., we anticipate that U.S. customers will now have to pay a 10% charge on the value of their order to receive goods.
Please note, if you decline delivery of your order (or fail to pay and/or fail to collect your order), and it is sent back to us, we will not refund the shipping amount.
Approximately 20% of your original order value is the cost of international packing and shipping. A refund of your order value, less 20%, will be refunded if the piece is returned to us because you have declined or neglected to pay any custom/duty/tariff fees. The remaining 80% will be refunded to you once the order has been safely returned to us. Please note, this process may take several weeks. Please feel free to get in touch if you have any questions.
Delivery
We endeavour to package and ship your pieces within 3-5 working days from purchase. After a product launch event, expected timeframes from purchase to dispatch will be closer to 7-10 working days. Thank you for your patience.
Tracking
Tracking is included on all international parcels. International parcels will be sent either via Royal Mail or DHL (to be determined at Illyria Pottery's discretion primarily based on size, weight, destination).
Domestic orders may not include tracking at this time.
Damaged Goods
We take great care in packaging your pieces so that they will arrive safely. If a product does arrive with a flaw, or if it has been damaged in the mail, please let us know within 14 days of the purchase date, and we'll be happy to make things right for you. Please note that no refunds will be given after 14 days of the purchase.
If a piece arrives damaged or flawed, we will ask to see a photo of the product. Depending on the situation (if we have a similar piece to hand and/or if you would like to wait for us to reproduce it), we will either send you a new piece, or we will refund your money in full.
Delivery to Australia
Please note that due to country-specific regulations, we are unable to send pottery that's intended for use with food or drink to Australia.
Other Refunds
If a piece arrives unflawed and undamaged by the post, but you decide you do not want it, you may return the piece within 14 days of the purchase date. A full refund will be made only after the piece has arrived back safely. We will not make a refund before the piece has been returned to us. Illyria Pottery does not pay for return shipping for pieces that were unflawed upon arrival and undamaged by initial shipping. The customer making the return is fully responsible to package the piece for safe return travel. If the item being returned is broken in transit, the buyer will be held responsible, and no refund will be made.
Only regular priced items may be refunded, unfortunately, sale items (including Miscellany Boxes) cannot be refunded/exchanged/returned.
If Goods Do Not Arrive
If for some reason your parcel does not arrive, please let us know within 30 days of your purchase date or shipping confirmation email date. If you report a missing parcel after this date, we are unable to provide a refund/replacement.
Vouchers/Gift Cards
It is the voucher holder's responsibility to use their shop credit in full before the expiration date. Please note, we are unable to refund, reissue, or reactivate expired gift cards/vouchers. After the expiry date, they become null and void.
